ASSESSING THE SATISFACTION OF USING A DIGITAL KIOSK IN
MCDONALD'S PAMPLONA TRES, LAS PIÑAS AMONG CUSTOMERS DURING
COVID-19 PANDEMIC Undergraduate Thesis. Bachelor of Science in Hospitality
Management. Cavite State University – Bacoor City Campus, City of Bacoor, Cavite. September 2021. Adviser: Ms. Jill Kristin Bocalbos

In recent years, an increasing number of fast-food chain restaurants have
begun to install self-ordering kiosks, and they are now being adopted all over the
world. It may be easier for individuals in this generation to use this digital kiosk
machine as they become more digitally knowledgeable. This kiosk machine will allow individuals to become more familiar with modern technology while also practicing new and faster ways to order and learn about product details.
In the midst of a pandemic, both consumer happiness and safety are
essential. By allowing clients to do contactless transactions, this digital kiosk machine can assist them in protecting themselves during these challenging times. It also provides customers with more time to select the products they want to purchase rather than having to go right to the counter, and it reduces the tension caused by delays and queues, notably by reducing the amount of human interaction and
speeding up operations.
The researchers chose the McDonald's Pamplona Tres, Las Piñas branch for
this study because it is the most significant McDonald's outlet in the city and since it was continuously operating when the covid-19 outbreak began.
In this study, the researcher's objectives are to determine the demographic
profile of the participants, factors that customers consider regarding satisfaction with the self-service kiosks, and the general assessment of customers in terms of
satisfaction with the self-service kiosks.
Researchers proposed using a quantitative research approach that involves
gathering and interpreting the data gathered, as well as the descriptive research
design to describe the feature of variables in greater detail to aid the researchers in determining whether McDonald's Pamplona Tres, a digital kiosk machine in Las
Piñas City, provides clients with a satisfactory level of service. This study's
respondents are the said branch's customers that used digital kiosks before and
during the Covid-19 pandemic. Also, the researchers utilized a snowball sampling
technique to meet the number of required respondents, which performs the same method as the referral system that helps the researchers to gather data quickly and appropriately. Researchers collected the data through the means of survey questionnaires using Google Forms, and the link was posted on Facebook. The data were collected, tabulated, and interpreted with the aid of statistical analysis methods
Based on the information acquired by the researchers, they determined that
digital kiosks enhance order accuracy and provide faster service to clients and that they provide customers with two payment options: cash or credit card, for customer convenience. The vast majority of the customers prefer to utilize digital kiosks because they allow them to complete their transactions at their own pace, which is convenient for them. The researchers came to the conclusion that the digital kiosks at the McDonald's in Pamplona Tres Las Piñas were able to satisfy their consumers during the Covid-19 Pandemic.
Lastly, the researchers created recommendations based on the data collected
throughout the study. One of the recommendations, according to the researchers, the McDonald’s corporation needs to consider expanding its alliances with other banks so that customers can easily use cards to pay. 

This study assessed customer satisfaction with the use of digital self-ordering kiosks at McDonald’s Pamplona Tres, Las Piñas during the COVID-19 pandemic. It explored how the kiosks improved convenience, order accuracy, and safety by minimizing physical interaction. Using a quantitative and descriptive research design, data were collected through online surveys to determine customers’ satisfaction levels and perceptions. Results indicated that digital kiosks contributed to faster service, better accuracy, and higher customer satisfaction during the pandemic. 

Parale, S. B., Santos, J.-A. P. O., Tadic, M. S., & Untalan, J. M. G. (2021). Assessing the satisfaction of using a digital kiosk in McDonald’s Pamplona Tres, Las Piñas among customers during COVID-19 pandemic (Undergraduate thesis). Cavite State University – Bacoor City Campus, City of Bacoor, Cavite. Adviser: Ms. Jill Kristin Bocalbos.