Untitled ItemThe effect of Kiosk Characteristics on Customer Satisfaction and Intention to Use: Focusing on Kiosk Users Among Foodservice Consumers in South Korea

This study investigates the impact of kiosk characteristics on customer satisfaction and usage intention among Korean foodservice consumers. With the advancement of the Fourth Industrial Revolution, the integration of information and communication technologies (ICT) and innovative technologies such as kiosks are transforming the service industry, including foodservice. The study particularly emphasizes the significant transition towards mobile-based O2O (Online-to-Offline) services accelerated by the COVID-19 pandemic. This research hig hlights the shift from traditional face-to-face interactions to self-service technologies (SST), which offer efficiency and enhanced customer experiences. The study focuses on specific kiosk attributes—usefulness, reliability, self-control, and enjoyment—and their effects on customer satisfaction and subsequent usage intentions. Despite the widespread adoption of kiosks across various sectors, existing studies predominantly focus on consumer attitudes and usage intentions, leaving a gap in understanding post-adoption behavior and satisfaction. This research extends previous models by incorporating diverse foodservice settings beyond fast-food establishments. The methodology includes surveys conducted with 349 respondents in the South Korean foodservice sector, analyzed using structural equation modeling with SPSS and AMOS. The findings suggest that enjoyment significantly influences customer satisfaction, which in turn positively affects usage intention. However, self-control did not show a significant impact on satisfaction. This study provides insights for improving kiosk design and marketing strategies to enhance customer engagement and satisfaction in the foodservice industry.