2023
DOI: 10.24018/ejbmr.2023.8.6.2113
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Study on the Consumers’ Satisfaction Extension for Self-service Technology and the Role of Demographic Characteristics in Hong Kong Fast-food Restaurants During the COVID-19 Epidemic

Wing Ying Mo,
Xiaofen Xu

Abstract: This study explores the effects of perceived ease of use, perceived usefulness, service speed, and perceived enjoyment on experience satisfaction and experience extension when Hong Kong fast-food restaurant consumers use self-service technology and the impact of different consumer characteristics on the degree of different experience satisfaction. Using a mixed research method, combining qualitative and quantitative methods, using focus groups and literature discussions as the collection of qualitative data, u… Show more

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