The Impact of Self-Service Kiosk Attributes on Customer Satisfaction and Revisit Intention: Focusing on Generation MZ Restaurant Customers

This study examines how self-service kiosks in restaurants influence consumer satisfaction and revisit intention. Data were collected through an online survey (N=267) from consumers who used restaurant kiosks within the past six months. Using structural equation modeling, we analyzed the relationships between kiosk selection attributes (convenience, accessibility, restrictiveness), consumer satisfaction, and revisit intention. The findings reveal that kiosk convenience significantly enhances consumer satisfaction (β=0.455, p<0.001), primarily through reduced waiting time and streamlined ordering processes. However, accessibility and restrictiveness did not show significant effects on satisfaction. Furthermore, consumer satisfaction showed a strong positive influence on revisit intention (β=0.87, p<0.001), suggesting that positive kiosk experiences drive customer retention. These findings contribute to the hospitality technology literature by demonstrating the importance of convenience in technology acceptance in restaurant settings. The results provide practical implications for restaurants implementing self-service technologies, suggesting that service providers should focus on developing user-friendly interfaces, streamlined ordering processes, and efficient service delivery systems to optimize consumer satisfaction and encourage repeat visits in an increasingly digital dining environment. The study also highlights the critical role of convenience in shaping customer experience and loyalty in modern restaurant operations. This research offers valuable insights for restaurant managers seeking to enhance their service quality through technological innovation.