The Influence of Self-Service Technology on Customer Satisfaction: An Empirical Analysis of Restaurants in Davao Region

This research explored the impact of self-service technology (SST) on customer satisfaction in chosen fast-food chains in Davao Region, Philippines. The study sought to profile respondents by age, gender; to measure their perceptions of ease of use, speed of ordering, and perceived security risk; and to investigate their relationship with overall customer satisfaction.Using a quantitative descriptive–correlational design, data were collected through a structured questionnaire administered to 250 customers with prior kiosk experience. Frequency and percentage distribution described demographics, weighted means assessed perception levels, and Pearson correlation, t-test, and one-way ANOVA tested relationships and group differences. Results showed that respondents were predominantly young (18–25 years, 75.1%) and female (59%). All SST factors—ease of use (M = 4.09), speed of ordering (M = 4.06), and perceived security risk (M = 3.95)—as well as customer satisfaction (M = 4.12) were rated high. Correlation analysis confirmed significant positive relationships between all SST factors and satisfaction, with perceived security emerging as the strongest predictor (r = .68, p < .001). Gender differences were not significant, while age differences were significant (p = .008), indicating that satisfaction varies across age groups. The research highlights the need to develop kiosks that are user-friendly, efficient, and visibly secure to uphold customer trust. It is recommended that fast-food operators extend interface simplicity, ensure strong security features, and offer age-inclusive support to enhance satisfaction and loyalty.