The Impact of Technological Innovation in Modern Fast Food Businesses
Creators: name: Sereno, Sesenio
Publisher: name: Zenodo
Year: 2025

description: THE IMPACT OF TECHNOLOGICAL INNOVATION IN MODERN FAST-FOOD BUSINESSES

Technological innovation has significantly transformed the fast-food industry, introducing self-service kiosks as a solution to enhance customer experience and streamline operations. The increasing adoption of digital solutions in fast food reflects broader societal shifts towards automation and self-service. Modern consumers have become accustomed to seamless, technology-enabled experiences in various sectors, from retail to banking. These kiosks offer customers the convenience of customizing their orders, reducing wait times, and minimizing human error in transactions, thereby improving overall satisfaction (Baskerville et al., 2020). For fast food chains, the adoption of self-service kiosks has the potential to increase operational efficiency by optimizing staff allocation and expediting service delivery (McKinsey & Company, 2021). In the fast-food context, self-service kiosks are part of a larger digital ecosystem that includes mobile ordering apps, contactless payments, and integrated loyalty programs. These systems cater to a growing demand for convenience, personalization, and speed in service.

This qualitative-research aims to accumulate existing information and data to explore the effectiveness of self-service kiosks on fast-food chains. As exploratory research, it is used to gain an understanding of underlying reasons and opinions. It also offers an understanding of the problem or assists in the development of ideas in this study. Thematic analysis of interview and focus group transcripts to identify recurring themes and patterns in user experiences either satisfaction or challenges. In selecting the population, the researcher will make use of purposive sampling technique wherein the researcher will select the population of the participants according to their age, gender, locality, and experience in using the kiosk technology and objective of the study. The researcher used this sampling technique in gathering the participants in which they set a qualifier to get the desired participants in this study. A minimum of 5 participants of users of self-service kiosks in McDonalds in Sampaloc Manila were considered as the possible participants for this study. The researchers have used different educational websites such as Google Scholar, Merriam Webster dictionary, Course Era, etc. as secondary sources such as articles, studies and literature.

To address technical issues and malfunctions, fast-food chains ought to establish regular maintenance schedules and real-time monitoring systems for their self-service kiosks. This should involve proactive software updates, routine hardware checks, and immediate troubleshooting support to minimize disruptions. Furthermore, having a nearby assistance button or a dedicated staff member available to assist customers during malfunctions can help alleviate frustration and avoid delays. Enhancing the reliability of payment systems by offering various secure payment options and backup methods, such as contactless payments and QR code scanning, will also improve the overall customer experience.

To improve accessibility and usability, fast-food operators should increase the number of kiosks in high-traffic areas and optimize their placement to prevent congestion. Designing a more intuitive interface with clear instructions, larger fonts, and multilingual options can help customers navigate the system more easily. Additionally, implementing a "review and edit" feature before finalizing an order will allow customers to correct mistakes without requiring staff intervention. Training employees to provide quick guidance when needed ensures that all customers, including older adults and those unfamiliar with technology, can use kiosks comfortably.

For a more seamless experience, fast-food chains should adopt a hybrid service model, balancing automation with human support. While kiosks improve efficiency, maintaining traditional ordering counters for customers who prefer face-to-face interactions is essential. Additionally, incorporating AI-driven voice assistants or mobile app integration can provide alternative ordering methods for tech-savvy customers while reducing kiosk congestion. By prioritizing both technology and human assistance, fast-food establishments can create a more inclusive and efficient ordering process, and they can also ask feedback from customer on how they can further improve the effectiveness of self-service kiosks to meet their expectations, ensuring that self-service kiosks truly enhance, rather than hinder, the overall customer experience.