An exploratory study of how TECHNOLOGY enhances CUSTOMER SATISFACTION

This work is an exploration of how customers perceive the introduction of technology into a quick service restaurant setting. The focus is on whether the benefits arising from the use of technology, such as convenience and speed of service is translated into overall customer satisfaction. As Self-Service Technology (SST) is embraced by more and more consumers the selling process has inevitably evolved. From ordering their favorite meal on the SST in quick service restaurants to the purchase of airline tickets online, customers are becoming much more adept at customising and personalising their consumer and purchasing experiences. It is estimated that utilisation of smart, connected products will have far reaching benefits for companies who deliver them and for the broader economy as businesses and customers gain advantage from enhanced productivity (Porter and Heppelmann, 2014).