Analysis of Customer Satisfaction of Using Kios-K Machine in Fast Food Services: Case of Indonesian

Kiosk machines are interactive tablets or touchscreen computers that allow customers to access information and services without direct interaction. By deploying self-service kiosks, businesses can scale their operations faster and more efficiently while reducing costs. The problem in this research is whether the self-service machine Kiosk in fast food service is effective or not and whether it makes all the customers that use it satisfied with the existence of this technology. Not all people, like the boomers or millennials, can adapt and easily use this new technology. Some of the users can do it fast, some are not. The data was collected using Google Forms using Purposive Sampling. It was conducted from February until March 2024. The data were collected from 443 respondents, only 369 whom had used the Kios-K Machine. The countries that filled it were Indonesia, about 439 people around Jakarta, Depok, Tangerang, Bogor, Bekasi, a few foreigners, three respondents from Malaysians, and one from United Kingdom. The research methodology employs Partial Least Squares Structural Equation Modeling (PLS-SEM) through SMART-PLS 4 Software. There are Five variables: Self-efficacy, Ease of use, Usefulness, Perceived Enjoyment, and Satisfaction. The results found that all hypotheses have a significant impact.