An insight of customer’s behaviour intention to use self-service kiosk in Melaka’s fast food restaurant

Ketimin, Susandra (2019) An insight of customer’s behaviour intention to use self-service kiosk in Melaka’s fast food restaurant. Project Report. Universiti Teknikal Malaysia Melaka, Melaka, Malaysia. (Submitted)

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Abstract

Self-service kiosks (SSKs) are mostly implemented and promoted to substitute traditional service encounters and the influencers of SSK acceptance have been investigated by researchers. The study project's aim is to determine important perceived variables in the use of self-service kiosks (SSK) to determine Malaysian's intention to conduct SSK. It would also be possible to display the results of this research whether the consumer perceived SSK as a supporting role or already becoming a vital role for daily life. In this study include four independent variables, namely perceived ease of use, perceived usefulness, need for interaction and risk to measure the relationship towards behavioural intention on SSK. Secondary data was used for literature review; the proposed research framework was the results after analysing information from literature review contributed from many researchers. TAM model was adopted for the study with some modification, added more perceived factors that has been prove to be significant to SSK in research done by other researchers. Primary data was collected 150 questionnaire surveys using probability sampling technique – cluster sampling method, through questionnaire. The findings of this study contribute to business management as well as government over Malaysia behaviour over using self- service kiosk.

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