stdClass Object
(
    [id] => 17574
    [paper_index] => 202509-04-024030
    [title] => THE INFLUENCE OF SELF-SERVICE TECHNOLOGY ON CUSTOMER SATISFACTION: AN EMPIRICAL ANALYSIS OF RESTAURANTS IN DAVAO REGION
    [description] => 
    [author] => Elisa E. Braganza. Ph.D, Candy Caryl D. Nuez
    [googlescholar] => 
    [doi] => https://doi.org/10.36713/epra24030
    [year] => 2025
    [month] => September
    [volume] => 13
    [issue] => 9
    [file] => fm/jpanel/upload/2025/September/202509-04-024030.pdf
    [abstract] => This research explored the impact of self-service technology (SST) on customer satisfaction in chosen fast-food chains in Davao Region, Philippines. The study sought to profile respondents by age, gender; to measure their perceptions of ease of use, speed of ordering, and perceived security risk; and to investigate their relationship with overall customer satisfaction.Using a quantitative descriptive–correlational design, data were collected through a structured questionnaire administered to 250 customers with prior kiosk experience. Frequency and percentage distribution described demographics, weighted means assessed perception levels, and Pearson correlation, t-test, and one-way ANOVA tested relationships and group differences.
Results showed that respondents were predominantly young (18–25 years, 75.1%) and female (59%). All SST factors—ease of use (M = 4.09), speed of ordering (M = 4.06), and perceived security risk (M = 3.95)—as well as customer satisfaction (M = 4.12) were rated high. Correlation analysis confirmed significant positive relationships between all SST factors and satisfaction, with perceived security emerging as the strongest predictor (r = .68, p < .001). Gender differences were not significant, while age differences were significant (p = .008), indicating that satisfaction varies across age groups.
The research highlights the need to develop kiosks that are user-friendly, efficient, and visibly secure to uphold customer trust. It is recommended that fast-food operators extend interface simplicity, ensure strong security features, and offer age-inclusive support to enhance satisfaction and loyalty.

    [keywords] => self-service technology, Customer satisfaction, fast-food, Davao Region
    [doj] => 2025-09-15
    [hit] => 
    [status] => 
    [award_status] => P
    [orderr] => 3
    [journal_id] => 4
    [googlesearch_link] => 
    [edit_on] => 
    [is_status] => 1
    [journalname] => EPRA International Journal of Economic and Business Review(JEBR)
    [short_code] => IJES
    [eissn] => 2347-9671 (O), 2349-0187(P)
    [pissn] => 
    [home_page_wrapper] => images/products_image/12.JEBR.png
)
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