The Effect of Information, System, and Service Quality on Customer Satisfaction on McD SOK

Purpose – This study aims to analyze the effects of information quality, system quality, and service quality on customer satisfaction in the use of self-ordering kiosk technology in the fast-food industry. Design/Methodology/Approach – This study employed a quantitative approach with a replication research design based on the DeLone and McLean Information Systems Success Model. Data were collected through questionnaires from 100 respondents selected using a purposive sampling technique. The collected data were analyzed using multiple linear regression to examine the effects of information quality, system quality, and service quality on customer satisfaction. Findings – The results indicate that information quality, system quality, and service quality have positive and significant effects on customer satisfaction, both partially and simultaneously. Among the three variables, service quality is identified as the most dominant factor influencing customer satisfaction. These findings demonstrate that although self-service technologies reduce direct human interaction, service-related elements such as responsiveness, assurance, and empathy remain essential in creating positive customer experiences. Originality/Value – This study contributes to information systems and service management literature by applying the DeLone and McLean Information Systems Success Model to the context of self-ordering kiosk adoption in the fast-food industry. The findings provide new insights into the continued importance of human-centered service quality in technology-enabled service environments. Practically, this study suggests that businesses should integrate reliable digital systems with effective service support to maximize customer satisfaction and ensure successful self-service technology implementation.