Intention of Using Self-Service Kiosk in Fast Food Restaurants amongst Malaysian University Youth: Evaluating the Role of Perceived Usefulness, Ease of Use, Enjoyment and Safety Risk

Fong Pui Yan, Abdul Rais Abdul Rahman, Noradzhar Baba, Muhammad Fahmi Md Sabri and Siti Nur’afifah Jaafar

Information Management and Business Review, 2025, vol. 17, issue 3, 494-506

Abstract: Self-service kiosks (SSKs) are common self-service technology, consisting of a large screen mounted on a pillar from which customers place their food orders. It is a contactless service that was rapidly adopted in fast food operation during Covid 19 pandemic as an effort of minimizing risk of transmission and generally well received by the younger tech savvy population. This study aims to explore fast food SSK usage intention amongst university student population using the Technology Accepted Model with the injection of Perceived Safety Risk as a moderating variable. A total of 400 responses were collected using online questionnaires. Data were analyze using the SEM-PLS method. Perceived usefulness (PU), perceived ease of use (PEOU) and perceived enjoyment (PE) did effect intention to use self-service kiosk. However, Perceived Safety Risk did not have a significant moderating effect towards intention to use. While perceived safety risk may not deter university youths from using self service kiosk, continuous practice of cleaning and sanitizing touchscreen by the fast-food management should be practice even in the post pandemic stage of Covid 19. Periodic software and hardware upgrades will make self service kiosk more user friendly and improve the streamline services at fastfood outlets.

Date: 2025
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Persistent link: https://EconPapers.repec.org/RePEc:rnd:arimbr:v:17:y:2025:i:3:p:494-506

DOI: 10.22610/imbr.v17i3(I).4488

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