An Evaluation of Kiosk Machine in McDonald’s Almanza Towards the Level of Customer Satisfaction
Type
Thesis
Authors
Category
Thesis-BSHM
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Publication Year
2023
Subject
TX911.3.C65 — Quick service restaurants — Self-service technology — Kiosk machines — Customer satisfaction — McDonald’s Almanza
Abstract
The study was conducted to evaluate how would the up-to-date modern
technology such as kiosk machines affect the quick-serviced restaurant (McDonalds) in
achieving certain level of customer satisfaction. Specifically, the study aims to determine
the demographic data of the respondents by age, gender, and frequency of usage. To
determine whether convenience, speed of service, menu design of kiosk, and order
accuracy could affect how customers perceive kiosk machine as the modern way of
purchasing order(s).
According to the findings, the majority of respondents were between the
ages of 18 and 27, which is primarily made up of millennials and members of Generation
Z. The results of the study reveal that more women than men—56.52% versus 33.70%—
make up the entire group of respondents. The findings also indicate that the majority of
respondents are infrequent users of the McDonald's Almanza kiosk machines, with 46
respondents using them between one and three times, or 50% of the total.
In general, most respondents of McDonalds Almanza states that Kiosk
machines does affect the level of customers’ satisfaction through its convenience, speed
of service, menu design and order accuracy.
technology such as kiosk machines affect the quick-serviced restaurant (McDonalds) in
achieving certain level of customer satisfaction. Specifically, the study aims to determine
the demographic data of the respondents by age, gender, and frequency of usage. To
determine whether convenience, speed of service, menu design of kiosk, and order
accuracy could affect how customers perceive kiosk machine as the modern way of
purchasing order(s).
According to the findings, the majority of respondents were between the
ages of 18 and 27, which is primarily made up of millennials and members of Generation
Z. The results of the study reveal that more women than men—56.52% versus 33.70%—
make up the entire group of respondents. The findings also indicate that the majority of
respondents are infrequent users of the McDonald's Almanza kiosk machines, with 46
respondents using them between one and three times, or 50% of the total.
In general, most respondents of McDonalds Almanza states that Kiosk
machines does affect the level of customers’ satisfaction through its convenience, speed
of service, menu design and order accuracy.
Description
This undergraduate thesis evaluates the impact of modern kiosk machines on customer satisfaction at McDonald’s Almanza. Using a quantitative research method, the study analyzed responses from a demographic composed primarily of millennials and Generation Z, mostly aged 18–27, with a majority being women. Findings revealed that most respondents use the kiosks infrequently but agreed that kiosks positively influence their dining experience by offering greater convenience, faster service, improved menu design, and order accuracy. The study suggests that self-service technology can enhance customer satisfaction in quick-service restaurants if properly designed and maintained.
Biblio Notes
Dela Cruz, B. D. A., Hapitan, J. V. M., Paulmitan, D. J. O., Tanaid, M. T. C., & Salvador, J. D. (2023). An evaluation of kiosk machines in McDonald’s Almanza towards the level of customer satisfaction (Undergraduate thesis, Bachelor of Science in Hospitality Management, Cavite State University – Bacoor City Campus). Adviser: John Darren Lubaton.
Number of Copies
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