A Study on Consumer Behavior Changes in Response to the Development of Non-Face-to-Face Restaurant Services

This study investigates the evolution and impact of contactless dining services on consumer behavior in the food service industry. Catalyzed by rapid technological advancements and the COVID-19 pandemic, these services have become integral to restaurant operations, reshaping business models and fundamentally altering consumer eating habits. Through a comprehensive analysis of domestic and international case studies, this research elucidates the definition, development, and current state of contactless dining services. The findings reveal that these innovations offer significant advantages, including enhanced convenience, efficiency, and accessibility, leading to increased dining frequency and widespread adoption of digital ordering platforms. Consumers particularly value the temporal and spatial flexibility afforded by these services, enabling food ordering from any location at any time. However, the study also identifies persistent challenges, such as the diminution of human interaction and potential exclusion of digitally disadvantaged populations. To address these issues, the research suggests that restaurants must prioritize customer satisfaction through personalized experiences and intuitive user interfaces, while concurrently developing targeted strategies to accommodate elderly and less tech-savvy clientele. The study posits that ongoing technological innovation will continue to drive industry growth by facilitating increasingly customized services aligned with evolving consumer preferences. These insights provide a valuable framework for restaurant operators.