This research paper investigates the relationship between the use of self-service kiosks and customer satisfaction among Generation X consumers in fast-food restaurants within Tacurong City, Philippines. Utilizing a descriptive-correlational quantitative method, the authors surveyed 120 participants aged 45–60 to evaluate how factors like kiosk efficiency, perceived effectiveness, self-efficacy, and customer acceptance influence overall satisfaction levels. The study reveals a very high positive correlation between a positive self-service kiosk experience and high customer satisfaction, with participants reporting "very high" levels of satisfaction overall. Based on these findings, the authors recommend that business owners and developers prioritize intuitive, user-friendly designs—such as better readability and simplified processes—to better cater to the specific preferences of Generation X, thereby enhancing operational efficiency and fostering long-term customer loyalty.
Llamo et al. (Tue,) studied this question.