Customer Satisfaction and Willingness to Use Self-Service Kiosk In Genting Highlands Hotel

Abstract

“The hospitality industry now includes self-service kiosk (SSK) technology. This study attempted to examine how self-service kiosks: ease of use, speed of delivery, and monetary promotion influence customer satisfaction in Genting Highlands Hotel. The study also examined the link between customer satisfaction and future self-service kiosk usage intentions. The study aims to investigate how ease of use, delivery speed, and monetary promotion affect customer satisfaction with SSK. The data was analyzed using descriptive statistics and Pearson correlation analysis. Respondents were given 384 questionnaires. In the study's findings, there was no significant relationship between monetary promotion and customer satisfaction, showing that ease of use and delivery speed influenced customer satisfaction positively. The likelihood of using self-service kiosks in the future was positively connected to customer satisfaction. The study validates the elements required for effective SSK customer satisfaction at the Genting Highlands Hotel. It provides significant details on the variables that impact satisfaction.”