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This study analyses the relationship between the perceptions about technology payment use and consumers' satisfaction in food and beverage industry. Observing the phenomenon of technology implementation in the catering industry, the present study sought to review the existing literature and describe the state of the art on the matter, articulating experiences of studies held domestically and internationally. A survey had been applied seeking to understand this global phenomenon of technology payment and its impact on customer perception. We analysed data collected through 950 questionnaires and categorized influencing factors that affect the perception and satisfaction of using mobile payment technologies in restaurants. The quantitative study allowed an understanding on which factors are more relevant on perception and use of mobile payment technologies, identifying a set of influencing factors, as well as finding out the advantages and disadvantages perceived by consumers in the use of mobile payment technologies.
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... In restaurants, this means that the waiting time for orders can be reduced considerably, potentially leading to improved experience satisfaction (Wirtz et al., 2018). The link between quicker service and experience satisfaction in restaurants has previously been identified by Furtado et al. (2020) who explored customer attitudes towards online reservations and online payments. In addition, it should be appreciated that, in restaurants with robot service, the efforts of human staff can be diverted to other, more complex, tasks. ...
... Accordingly, the faster the service, the more satisfied customers will be with robot service, and vice versa. Therefore, the findings of Furtado et al. (2020) are corroborated. In addition, respondent satisfaction with the quick service could indicate the improved productivity and efficiency that robot service brought into the restaurants, allowing human-staff to concentrate their attentions on other elements of the experience, as mentioned by Vatan, and Dogan (2021). ...
... The current study has also introduced new factors, from other hospitality contexts, into the discussion on robot service restaurants. These include experience novelty (Hwang et al., 2020;Qiu et al., 2020), novelty seeking (Assaker and Hallak, 2013;Ji et al., 2016), speed of service (Furtado et al., 2020), and trust (Park, 2020). Therefore, the current study has provided valuable evidence to support the generalizability of previous research, both across geographies and contexts. ...
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The COVID-19 virus has led to a rapid increase in demand for robot service restaurants. However, given the novelty of both, little is known regarding the impact of this technology on consumer attitudes in the time of the pandemic. Using a sample of customers with dining experiences in Muscat-based robot service restaurants, the current study investigates the factors that affect experience satisfaction and experience extension. The results demonstrate that perceived usefulness, speed of service, and experience novelty directly influence experience satisfaction, while perceived enjoyment and experience satisfaction directly influence experience extension. Moreover, novelty seeking moderates the effects of experience novelty and perceived enjoyment on experience satisfaction, as well as the impact of perceived enjoyment on experience extension. Lastly, perceived risk reduction of infection and trust are found to moderate the impact of experience satisfaction on experience extension. Theoretical and practical implications are offered.
... If the PV is limited and volatile, customer satisfaction is high. However, the goal of PV and its determinants have not been fully explored [76]. Some studies have shown that PV is vital to consumer attention. ...
... Studies on new technology have suggested that customer satisfaction significantly influences other users' AD of a product. Customer satisfaction also boosts consumer AD of cryptocurrencies [76], and these factors depend on each other [90,91]. If customers are satisfied, they would adopt the crypto technology. ...
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This empirical study examines the factors influencing the adoption (AD) of cryptocurrencies in Malaysia's digital market. It is assumed that the adoption of cryptocurrencies would continue to increase. The role of the dependent variables of social influence (SI), transparency (TR), price value (PV), traceability (TRA), and attitude (AT) was examined to identify customer satisfaction as a mediator variable for cryptocurrency adoption. Random sampling was used to ensure that the research objectives were adequately examined. A total of 295 respondents answered the survey questions intended for cryptocurrency users in Malaysia. Data were analyzed using partial least squares structural equation modelling (PLS-LSM). The findings revealed that SI, PV, TRA, and AT were all im-pactful in terms of AD (dependent variable) through the mediation of customer satisfaction in Malaysia's digital market. However, TR negatively impacts Malaysia's digital market. Future researchers in other regions and industries may be able to reproduce these findings and use similar constructs to add to the present body of knowledge. This study adds to the small body of literature on Bitcoin and digital money. These findings can assist researchers in understanding the role of cryptocurrency and identifying its primary influences on the Malaysian cryptocurrency market.
... As for the foodservice sector, recent researches concerning self-ordering /service system were mainly on examining the potential of self-ordering technology in enhancing service quality (Intal et al., 2020, April); customers' satisfaction toward self-payment system (Furtado et al., 2020); and readiness of consumers' in adopting wider aspect of automation (Suarez et al., 2019). Overall findings suggested that there is still room for future improvement in implementing self-ordering, billing, and payment system. ...
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Purpose This study aims to offer a comprehensive review of mobile payment (m-payment) research in hospitality and tourism. Design/methodology/approach This study systematically reviews 105 m-payment-themed publications retrieved from five research engines including EBSCOhost, Google Scholar, Web of Science, ScienceDirect and Scopus. Content analysis is used to draw insights from the articles. Findings Results show that research on m-payment in hospitality and tourism is generally categorized into consumer, supplier and policy dimensions. This study proposes a framework to summarize the demand–supply research standpoints and conditions that qualify research outcomes while providing contemporary policy-related discussions. Four research priorities for future studies are recommended. Practical implications Knowledge accumulation and policy-related discussions identified in this study equip practitioners with the opportunities and challenges brought by m-payment. This study provides recommendations according to the factors that drive adoption of m-payment. Originality/value This study addresses the academic gaps by critically analyzing m-payment research in hospitality and tourism and identifying four research priorities for future studies.
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Purpose This study aims to test the conceptual model of consumers’ intention and satisfaction towards mobile wallets. This study uses the integrated UTAUT model which includes variables such as ease of use, trust, security, self-efficacy etc., and an additional variable (hedonism) to test consumers’ behaviour in the context of mobile banking technologies. Regression Analysis, ANOVA and descriptive analysis are used to test the relationship among several dimensions such as perceptions, preferences, satisfaction and usage rate of mobile wallets in north India. A sample of 204 north Indian consumers was taken to understand the consumers’ adoption behaviour towards mobile wallet. The study explains the significance of the proposed model and its effectiveness to understand the behaviour of north Indian consumers. The result show significant association between consumers’ perception, preference, usage and satisfaction. Security, trust, hedonism are few of the most influencing variables in the study. Demographic variables such as gender and age also influence consumer satisfaction and usage rate of mobile wallets in north India. The proposed model and results of the study bring valuable insights to researchers and practitioners in the context of usage of mobile wallets. Design/methodology/approach Various standardized scales were used for the present study. Statistical techniques like Descriptive statistics, Analysis of Variance, T-test, Chi-Square and Regression Analysis were used to assess the data. The data was collected with three separate questionnaires on variables perception, preference, usage, and Satisfaction. Findings Findings of this study show a strong relation between customer’s perception, preference and satisfaction of mobile wallet users. Result also shows the impact of customer’s perception, satisfaction and preference on the usage rate of mobile wallets in India. We have collected responses from the various regions in south and north India. Research limitations/implications First contribution of this study is that, it shows a strong correlation between consumers’ perception, preferences and satisfaction. Various literature is available to understand the impact of perception on satisfaction (Samudra & Phadtare, 2012; Venkatesh and Davis, 2000, Thakur, 2013) but, very few studies have integrated it with preference and mobile wallet usage. Moreover, no study is available on these variables for north Indian consumers specifically.This study is unique in the sense that it discuss the association of consumer’s perception with type of transactions they prefer to do in M-wallets. This paper also identify one more crucial factors, “Hedonism” which is not discussed extensively in the literature. Practical implications Present study has several implications to mobile technology industry and banking system to identify new strategies for mobile wallet usage. Factors like security, convenience and trust, influence consumers’ intention. This indicates that, industries and banks must verify users’ privacy norms and evaluate social trends to enhance user’s satisfaction and usage rate. Hedonism is determined as one of the significant variable to measure consumer’s satisfaction and usage tendency. Mobile technology providers should work on the appearances and design of the apps, and promote its convenience and benefits to increase its usage in north India. Based on the findings of this study, companies can also evaluate preferred wallet services for consumers, and factors affecting those services. This will help them to add more attractive services based on consumers’ feedback, and remove unwanted services. Originality/value Although various studies has been conducted on the perception of customers on various mobile payment system but this paper is first of its kind to study customer’s perception about wallets and type of transactions; they prefer to do through mobile wallets.This paper also study the impact of mobile wallet usage and various factors affecting usage rate.This paper also identified one crucial factors, “Hedonism” which are not discussed thoroughly in the literature extensively and its significance in north India. For full article , please access the below link http://www.emeraldinsight.com/eprint/ZPAUBEAKFZFWEGXCCQGM/full
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Purpose By delineating electronic word-of-mouth (e-WOM) into numerical rating and opinionated review, the purpose of this paper is to advance a research model that articulates how the provision of e-WOM can aid in alleviating consumers’ distrust of online service providers, a key determinant in the former’s adoption of the latter. The authors also endeavor to uncover the role gender plays in moderating the aforementioned relationship between e-WOM and distrust. Design/methodology/approach The research model was validated via a field survey administered on 115 college students and faculty members, who had been exposed to a custom-developed online restaurant review website. SmartPLS 2.0.M3 was employed to verify both the measurement and structural properties of the research model. Findings Distrust reduces male consumers’ perceptions of usefulness and ease of use toward an online service provider while increasing their adoption intention. For their female counterparts, distrust reduces both perceived ease of use and adoption intention for an online service provider. Additionally, for male consumers, only opinionated review aids in alleviating distrust. Conversely, both numerical rating and opinionated review aid in alleviating the distrust of female consumers. Moreover, in contrast to their female counterparts, male consumers are less susceptible to the influence of cognitive dissonance between numerical rating and opinionated review. Research limitations/implications This study integrates distrust with the technology acceptance model (TAM) in an attempt to gain a deeper appreciation of technology acceptance behavior. Furthermore, this study builds on the confirmation bias theory to delineate e-WOM into numerical rating and opinionated review in order to better explicate variations in how males and females react to these two distinct forms of e-WOM. Consistent with the cognitive dissonance theory, the distinction between numerical rating and opinionated review enables further exploration of the impact of cognitive dissonance between these two forms of e-WOM on male and female consumers’ distrust of online service providers. Finally, this study unveils contrasting conflict resolution strategies adopted by male and female consumers to cope with cognitive dissonance in e-WOM. Practical implications Findings from this study yield prescriptions for practitioners in terms of how e-WOM can be harnessed to alleviate consumers’ distrust of online service provider. Whereas it is crucial for online service providers to draw on opinionated review to reduce distrust for male consumers, numerical rating should be emphasized for female consumers. This study also sensitizes practitioners to the drawback of providing both numerical rating and opinionated review at the same time due to the potential for cognitive dissonance. Originality/value This study is the first to: position distrust within the well-accepted TAM in order to enrich the understanding of technology acceptance behavior; testify to the importance of delineating between numerical rating and opinionated review due to the possibility of cognitive dissonance between these two distinct forms of e-WOM, as well as; uncover contrasting conflict resolution strategies adopted by male and female consumers to cope with cognitive dissonance in accordance with the confirmation bias theory.