Advisers

Dana Rae B. Boatis, LPT

Discipline

Hospitality Management

Abstract

This study examined the role of QR code menus and mobile ordering in enhancing the dine-in experience at Texas Roadhouse, Trinoma. With the rapid digitalization of restaurant services after the COVID-19 pandemic, contactless technologies have become part of regular operations. Anchored on the Service Quality Model (reliability, responsiveness, assurance, empathy, and tangibles), the study assessed how digital ordering affects guest satisfaction, service speed, and overall dining experience. A descriptive quantitative design was used. Data were gathered from 50 dine-in guests who had used QR code menus and mobile ordering through a validated survey questionnaire with a 4-point Likert scale. Frequency, percentage distribution, and weighted mean were applied to analyze responses. Most respondents were young adults and familiar with digital technology. QR code menus and mobile ordering were positively rated across all service quality dimensions, particularly in reliability, speed, and convenience. Guests agreed that digital ordering reduced waiting time and improved efficiency. However, challenges such as unstable internet connection and difficulty scanning QR codes were noted. The study indicates that QR code menus and mobile ordering enhance the dine-in experience by improving order speed, accuracy, and convenience. Customers appreciated faster service and clear digital interfaces. Staff support remained important, especially for elderly or less tech-savvy diners, ensuring confidence and personalized service. Challenges included unstable internet, unclear menu text, and minor navigation issues, highlighting the need for system improvements. Balancing technology with human interaction, along with continuous monitoring and staff training, can sustain high customer satisfaction and inclusivity.

Keywords

service quality, guest satisfaction, qr code menus, mobile ordering, dine-in experience, restaurant technology