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Technology has brought the service industry into changes, many firms are changing the ways they give customer service to employ technology to deliver high-quality and efficient services. While the quick-service industry has adopted technology quickly to enhance services, some customers have suffered as a result, especially those who lack the knowledge and assurance to use digital tools like self-service kiosks (SSK). The customer feels satisfied when they get what they want, whether it is through an experience, an item of food or drink, a service, or some other method. In a quick-service restaurant, customer happiness is crucial since it conveys to the market how the customers feel about the goods and services. Positive feedback, reputation, loyalty, and repeat purchases, quick-service restaurants' success are all influenced by customer satisfaction and acceptance.



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In local restaurants, the traditional payment method used by customers has been cash. However, as technology keeps advancing, there is a noticeable emergence of contactless payments as a new way to pay at restaurants. Contactless payments systems allow customers to make payment without physical contact by using mobile payment apps such as Gash and Paymaya. These systems enable customers to complete transactions quickly and securely, without the need to handle physical cash or exchange cards with the staff. While the adoption of contactless payment systems represents a significant advancement in the dining experience, it is important to recognize that the restaurant industry centers not only on the payment process but also on two other important components: wait time and order accuracy in the restaurant. Wait time is an important aspect of the dining experience that significantly impacts customer satisfaction. Traditionally, cash payments often necessitated more extended wait times as servers counted change and processed transactions manually. This could lead to customer frustration and potentially impact the restaurant's ability to serve more guests efficiently. On the other hand, order accuracy plays an important role in shaping customer experiences in which customer orders, including food and beverages, are received, prepared, and delivered to them. Inaccurate orders occur when servers or waitstaff do not convey customer requests accurately to the kitchen staff, which can lead to incorrect menu items being prepared. When customers receive incorrect dishes, missing items, or substitutions they did not request, it can lead to frustration and disappointment.

 

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In the ever-evolving world of technology, the service industry has witnessed significant changes, with many firms embracing innovative ways to enhance customer service. Quick-service restaurants, in particular, have quickly adapted to technological advancements in order to deliver high-quality and efficient services. However, it is important to acknowledge that while these technological solutions have brought about improvements, some customers have faced challenges, particularly those who lack the knowledge and confidence to utilize digital tools like self-service kiosks (SSK).

Customer satisfaction is paramount in the quick-service restaurant industry as it directly impacts how customers perceive the goods and services provided. Positive feedback, reputation, loyalty, and repeat purchases all rely on customer satisfaction and acceptance. Therefore, it is crucial for quick-service restaurants to strike a balance between adopting technology for enhanced services and ensuring that customers have a positive and seamless experience.

In the context of local restaurants, the traditional method of payment has been cash. However, with the advancement of technology, contactless payments have emerged as a new and convenient way for customers to pay at restaurants. Contactless payment systems, facilitated by mobile payment apps like Gash and Paymaya, allow customers to complete transactions quickly and securely without physical contact. This not only eliminates the need to handle physical cash but also eliminates the need for card exchanges between customers and staff.

While the adoption of contactless payment systems represents a significant advancement in the dining experience, it is important to recognize that the restaurant industry encompasses more than just the payment process. Wait time and order accuracy are two other crucial components that shape the overall dining experience. Traditionally, cash payments often resulted in longer wait times as servers manually processed transactions and counted change. This could lead to customer frustration and hinder the restaurant's ability to serve more guests efficiently.

Similarly, order accuracy plays a pivotal role in shaping customer experiences. When customer orders, including food and beverages, are not accurately communicated to the kitchen staff, it can lead to incorrect menu items being prepared. This can result in customer dissatisfaction when they receive incorrect dishes, missing items, or substitutions they did not request.

In conclusion, while technology has revolutionized the way quick-service restaurants operate, it is essential to consider the impact on customer satisfaction and acceptance. Striking a balance between embracing technology and ensuring a seamless customer experience is crucial for these establishments to thrive in the competitive market. By addressing concerns such as wait time and order accuracy, quick-service restaurants can continue to deliver high-quality and efficient services while meeting customer expectations and fostering loyalty.