CONSUMER PERCEPTION AND SATISFACTION OF QUICK RESPONSE (QR) CODE IN CASUAL DINING RESTAURANTS IN MALAYSIA

This study explores the impact of QR code technology on customer perception and satisfaction in casual dining restaurants in Malaysia. Despite its benefits in menu viewing, ordering, and payment processes, QR codes face negative perceptions due to technological anxiety, security concerns, and lack of personal service. The research aims to: (1) determine customer perceptions towards QR codes, (2) measure satisfaction levels, and (3) investigate socio-demographic differences in QR code adoption. Using a quantitative cross-sectional design, data were collected from 379 respondents via social media and communication platforms. Analyses revealed that QR codes are predominantly used during lunch time, and the most selected frequency of dining out was 1-3 times per week. Key predictors of consumer perception and satisfaction include pleasure, personal service, ease of use, and security. Significant differences were found across age, ethnicity, education level, and employment status. These findings provide valuable insights for restaurateurs to enhance QR code adoption and improve self-service technology to meet consumer needs in casual dining settings.