Advanced International Journal for Research

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Measuring Employee Satisfaction with Self-Ordering Kiosks: A Case Study on Selected Fast-Food Chains in General Santos City

Author(s) Ms. Mecaila Maulana Talledo, Mr. Vince Lenard Binobo Sunga, Prof. Dr. Monsour Ali Pelmin
Country Philippines
Abstract Self-ordering kiosks (SOKs) are one of the most important technical developments that are rapidly transforming the fast-food sector to improve productivity, accuracy, and customer satisfaction. Despite fewer than half of fast-food companies fully integrating digital systems, the adoption of SOKs continues to grow as establishments recognize their value in streamlining operations. This study examines the impact of self-ordering kiosks on worker happiness in several fast-food restaurants in General Santos City. It focuses on how employees perceive the kiosks' utility, usability, job satisfaction, and the level of assistance and training provided. The study collected responses indicating high levels of employee satisfaction, with a mean score ranging from 4.45 to 4.63. We used Cronbach's Alpha for verification of the standardized survey questionnaire used in the study. Workers stated that kiosks significantly reduce tedious order-taking duties, minimize mistakes, and free them up to concentrate on higher-value jobs, such as food preparation, customer care, and upholding service standards. This change contributes to a more orderly and manageable work environment by increasing workflow efficiency and lowering stress during peak hours. Additionally, employees emphasized that proper training and ongoing support are essential for a smooth integration, as they increase their confidence and enhance their ability to engage with the technology. To maximize employee performance and operational results, the study recommends continuous training, strong technical support, and the strategic application of data collected from kiosks. The results demonstrate that self-ordering kiosks have a favorable influence on employee motivation, efficiency, and satisfaction.
Keywords Employee satisfaction, self-ordering kiosks, fast-food industry, technology acceptance, General Santos City
Field Business Administration
Published In Volume 6, Issue 6, November-December 2025
Published On 2025-12-21
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