Investigating the net benefits of contactless technologies in quick-service restaurants: the moderating roles of social interaction anxiety and language proficiency

Kyung Young Lee, Sumin Han, Soo Il Shin, Sung Byung Yang

Research output: Contribution to journalArticlepeer-review

8 Citations (Scopus)

Abstract

Purpose: This study aims to apply the information system success model (ISSM) to examine the relationships among actual use, use continuance intention, user satisfaction and net benefits in the context of quick-service restaurant (QSR) patrons using two contactless technologies (CT): self-service kiosks (SSK) and mobile applications (MA) for food ordering. The study also investigates the moderating roles of social interaction anxiety (SIA) and language proficiency (LP) in the abovementioned relationships. Design/methodology/approach: Survey data from 421 QSR patrons with experience using McDonald's SSK and MA were collected and analyzed through a seemingly unrelated regressions (SUR) technique. Findings: Research findings reveal positive associations among actual use, use continuance intention and satisfaction with CT (i.e. SSK and MA). The actual use and satisfaction with CT are positively associated with individual benefits, leading to improved patron satisfaction with QSR. Findings also reveal that, in the case of MA, SIA positively moderates relationships between actual use/satisfaction and individual benefits and between satisfaction and organizational benefit, while LP shows negative moderating effects on those relationships. Originality/value: This study is one of the first attempts to present empirical evidence of constructs in the ISSM (actual use, use continuance intention, satisfaction and individual/organizational benefits) in the context of QSR patrons using SSK and MA. It also shows that using MA can address some patrons' psychological problems interacting with others in their food-ordering processes.

Original languageEnglish
Pages (from-to)308-343
Number of pages36
JournalInternet Research
Volume33
Issue number1
DOIs
Publication statusPublished - 28 Mar 2023

Bibliographical note

Publisher Copyright:
© 2022, Emerald Publishing Limited.

Keywords

  • Contactless technology
  • Food-ordering mobile app
  • Information system success model
  • Language proficiency
  • Net benefit
  • Quick-service restaurant
  • Self-service kiosk
  • Social interaction anxiety

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