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International Journal of Academic Research in Business and Social Sciences

Open Access Journal

ISSN: 2222-6990

A Concept of Consumer Acceptance on the usage of Self-Ordering Kiosks at McDonald's

Siti Asma Yaacob, Azdel Abdul Aziz, Mohd Faeez Saiful Bakhtiar, Zulhan Othman, Noor Azmi Ahmad

http://dx.doi.org/10.6007/IJARBSS/v11-i13/8498

Open access

Self-ordering kiosks (SOKs) is a self-service technology (SSTs) designed to improve service quality and customer experience, replacing the traditional interaction between service provider and customers. While industries assumed that SOKs benefit both customers and business operations, this form of technology is also linked to several weaknesses resulting in lower business processes efficiency as well as customer acceptance. Following the contradicting perspectives regarding SOKs implementation, this study aims to examine the factors influencing consumer acceptance towards self-ordering kiosks in McDonald’s Malaysia using Unified Theory of Acceptance and Use of Technology (UTAUT). Potential contributions following this study are highlighted.

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In-Text Citation: (Yaacob, et al., 2021)
To Cite this Article: Yaacob, S. A., Abdul Aziz, A., Bakhtiar, M. F. S., Othman, Z., Ahmad, N. A. (2021). A Concept of Consumer Acceptance on the usage of Self-Ordering Kiosks at McDonald's. International Journal of Academic Research in Business and Social Sciences, 11(13), 12–20.