The Impact of Self-Order Kiosk and Service Quality on Customer Experience in McDonald’s Citra Garden 6 Jakarta

Abstract

The COVID-19 pandemic has accelerated the adoption of many kinds of technology in the food service industry. One of the commonly encountered technologies is Self-Order Kiosk (SOK). This study aims to determine the impact of self-order kiosks related to their service quality on customer experiences, whether it is satisfied or not. The research focuses on McDonald’s as the fast-food category, which implemented SOK in 2018 to improve its services. The study’s research method was quantitative, with data collection through a questionnaire to 117 respondents. The research object was McDonald’s Citra Garden 6, with their customers as the population. The result of this study indicates that there are significant impacts between the self-order kiosk and customer experience, service quality to the customer experiences, and a significant impact between the self-order kiosk and service quality to the customer experience of McDonald’s Citra Garden 6.