Analyzing the relations between menu features and customer intention to use for self service kiosk at Mcdonald’s during covid-19 endemic

Masellin, Carol Angela (2023) Analyzing the relations between menu features and customer intention to use for self service kiosk at Mcdonald’s during covid-19 endemic. Project Report. Melaka, Malaysia, Universiti Teknikal Malaysia Melaka. (Submitted)

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Abstract

This study aims to analyse gen X intention in using self-service kiosk (SSK) services during the endemic COVID-19. Where this time, raising problems one of the social distancing that affects a service provided, especially on services that use technology that applies SSK. This study develops from previous research where the customer has satisfaction in using SSK services at McDonald's. The kiosks are part of McDonald’s modernization program called NXTGEN and are designed to allow customers “a digitized alternative to order and pay for their McDonald’s favourites” and “provides a more seamless transaction process,”. Hence, this study will discover about the indirect effects of the menu visual appeal, menu informativeness, design and perceived control when they use kiosk instead go to the counter at McDonald's during COVID-19. In completing this study of research project, the quantitative method was chosen for data collection and the Statistical Package from the Social Science (SPSS) Version 22 will be utilized for data analysis. The constructed questionnaires will distribute to 150 of target respondents as well as X-generations in Malaysia that have use Kiosk At McDonald’s during endemic of COVID-19 by the URL or links of Google Form through WhatsApp, Telegram, Facebook, and other network-based applications. By the analyse of collected data from target populations, the findings reveal that four independent variables have significant relationship toward dependent variable and beneficiary for McDonald's in adapting to retain their competitive even though the crisis of COVID-19 endemic.

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