Exploring Use Behavior of Self-Service Ordering at Restaurants with Application Unified Theory of Acceptance and Use of Technology Model

Abstract

In this study, UTAUT2 is used to explore the use behavior by consumers regarding a self-ordering system. A total of 227 valid questionnaires were collected after being distributed with an effective recovery rate of 90.8%. Confirmatory factor analysis and a structural equation model were utilized via Smart PLS 2.0. The result shows that only several research hypotheses have significant effects. Among the adjustment variables, age and habits have a significant impact on user behavior. Experience and convenience conditions have a significant impact on use intention. Experience and habit have a significant impact on use intention. The overall model fit is excellent with high explanatory power. According to the research results, the public accepts self-service ordering technology systems in restaurants. The higher the level of pleasure after use, the higher the willingness to use the system in the future.

Keywords

• self-service technology
• UTAUT2
• self-service ordering