Advisers

Jennylene A. Abalos

Discipline

Business administration

Abstract

This study examined the relationship between mobile ordering and self-service kiosk integration and customer satisfaction at McDonald’s Novaliches, Quezon City, in response to the growing adoption of digital technologies in the fast-food industry. Data were collected through a structured survey questionnaire administered to customers who had used mobile ordering applications, self-service kiosks, or both at the selected branch. The study used a quantitative-correlational research design to determine the relationship between mobile ordering and kiosk integration and customer satisfaction at McDonald’s Novaliches, Quezon City. Respondents comprised one hundred (100) customers who had used mobile ordering, self-service kiosks, or both. The study involved one hundred (100) customers of McDonald’s Novaliches, Quezon City, who had used mobile ordering, self-service kiosks, or both. Most respondents were aged 18–24, suggesting greater use of digital ordering systems among younger customers, although other age groups were also represented. Mobile ordering and self-service kiosks allow customers to place and customize orders independently and may reduce waiting time and errors. However, the source Results and Discussion sections do not report the assessed level of customer satisfaction or the correlation between the study variables.

Keywords

customer satisfaction, self-service kiosks, mobile ordering