Advisers

Kimberly Joyce B. Embile, LPT, MAT

Discipline

Hospitality Management

Abstract

The fast-food industry is undergoing digital transformation through self-service kiosks intended to increase customer autonomy and streamline operations. This study evaluated kiosk effectiveness at NLEX Drive and Dine, Valenzuela City, with emphasis on transaction accuracy and reporting efficiency. Although kiosks are intended to reduce human error and accelerate service, system malfunctions and reporting discrepancies remain concerns. Using the DeLone and McLean Information Systems Success Model, the study examined how technical quality was associated with organizational benefits. The study used a quantitative descriptive-correlational design to examine the relationship between transaction accuracy and reporting efficiency. Purposive sampling was used to select 30 cashiers, supervisors, and managers at NLEX Drive and Dine who had relevant technical knowledge. Data were collected through a structured survey questionnaire based on the DeLone and McLean Information Systems Success Model. Weighted mean, standard deviation, and Pearson’s r were used to assess kiosk effectiveness, response consistency, and the relationship between the variables. The findings indicated that self-service kiosks were highly effective in supporting transaction accuracy, particularly in recording order customizations. A p-value of 0.023 was reported for the relationship between transaction accuracy and reporting efficiency. Although sales reports were considered accurate, employees expressed dissatisfaction with report-generation speed and real-time data availability. System errors and point-of-sale integration issues were identified as the main operational challenges. The study recommended high-speed application programming interface triggers and staff retraining to improve customer assistance and operational performance. The results indicated that kiosks supported order customization and financial accuracy and were perceived as reducing errors associated with manual ordering. However, limitations in back-end infrastructure remained, particularly in report-generation speed and real-time availability. The statistical analysis associated transaction accuracy with reporting efficiency. Addressing system errors and point-of-sale integration issues was recommended to improve administrative performance and management decision-making.

Keywords

transaction accuracy, reporting efficiency, self-service kiosks