INTRODUCTION

The ubiquity of electronics and continuous development of technology has made a deep impact

in all aspects of our daily life. As online platforms become more accessible and powerful, they

were able to redefine the traditional approaches of community, businesses, and government of-

fices, as it was already considered as a necessity. Given the benefits of its utilization, the soci-

ety’s been adopting and innovating online practices to provide convenience and other positive

possibilities, and to keep up with the world’s growing demands.

To revolutionize the interaction between consumers and the organization, other government of-

fices and private companies have developed and established the usage of Digital Self- Service

Kiosks. Self-service as its name suggests, is the ability for customers to serve themselves. The

self-service kiosk based on (redyref.com) is an interactive terminal that facilitates an action or

displays a piece of information and automates, eliminates, or streamlines wait or cost by giving

customers the control to get things done on their own terms. There’s no need for face-to-face in-

teraction with this counter as it allows customers to do contactless payments and other transac-

tions.

Online kiosks, public access kiosks, or information kiosks are typically located in a store, in a

shopping centre or mall, or in other public environments such as railway stations, motorway ser-

vice stations and airports. There is a range of variability in the information and services that cus-

tomers, users, travellers, tourists or citizens can access through these kiosks, and kiosk design

shows a comparable level of diversity. Typically the kiosk is a computer located in a stylish (and

increasingly branded) box with a screen fixed at a level, which is convenient for users who stand

by the machine. Interaction is through a touch screen or, increasingly through a keyboard. Some
kiosks also have card readers to support payment or the scanning of smart cards for other appli-

cations, and printers, to print, coupons, tickets, maps, or other data as part of service delivery.

Fast food restaurants like McDonald’s have adopted the use of self-service kiosks in order for its

clients choose exactly what they want in just a few clicks. These are also being used in airports

to allow travelers to check-in for their flights, and in groceries and retail stores for users to check

out items and pay for goods. The combination of speed, convenience, and hassle-free service are

now all part of the customer’s experience.

Growth in number of concessionaires goes hand in hand with expansion of serving capacity.

Legazpi City Water District supplies water to its consumers from various sources located in dif-

ferent parts of Legazpi City. From barely 300 service connections in 1981, the LCWD is now

serving close to 35,000 household and establishments. However, there are only four (4) tellers

working to assist, process payments, and address the concerns of the clients. Given this, and with

the challenges brought by the pandemic, it is inevitable to encounter daily issues and difficulties

in handling consumer transactions. Thus, the researcher conducted this study called "Assessment

on the Adoption of Self-Service Payment Kiosk in Legazpi City Water District” to identify the

possible benefits and advantages of utilization of digital self-service kiosk in the said office. This

study also intends to determine the different factors that affect the quality of customer service in

collection of bills/ fees payment. By determining these, further development and innovation of

the kiosk will be recognized to improve its service.

OBJECTIVES OF THE STUDY

1. Identify the specific factors that hinders efficient collection of fees with the current system in
LCWD.

2. Determine the level of acceptance of consumers to self-service kiosk.

3. Determine the importance and benefits of self-service kiosk for collection efficiency.

ASSUMPTIONS

3. This study assumed that absence of self-service kiosks in LCWD is one of the reason for its long
processing time of payments.

4. The study expected that consumers will openly accept usage of self-service kiosk.

5. This study presumed that utilization of self-service kiosks will aid the common hindrances experi-
enced by consumers during their payment transactions and offer a hassle-free process.

THEORETICAL FRAMEWORK

This study is anchored on the theory Technology Acceptance Model (TAM) propounded by Davis in
1989. The Technology Acceptance Model (TAM) is an information systems theory that models how
users come to accept and use a technology. The model suggests that when users are presented with a
new technology, a number of factors influence their decision about how and when they will use it.
These factors are behavioral intentions, attitude and perceived usefulness of the system, perceived
ease of use of the system, individual intention and facilitating or organization condition. (Lucky
Oghenetega Urhiewhu & Emojorho, Daniel, 2015)

Technology Acceptance Model (TAM) is the most influential extensions of Ajzen and Fishbien’s
Theory of Reasoned Action (TRA) in the literature. He hypothesized that the attitude of a user to-
ward a system was a major determinant of whether the user will actually use or reject the system. The
attitude of the user, in turn, was considered to be influenced by two major beliefs: perceived useful -
ness and perceived ease of use having a direct influence on perceived usefulness.

With the guidance of this theory, the researcher will be able to identify the factors that will influence
the consumers on their acceptance of self-service kiosk in LCWD.

CONCEPTUAL FRAMEWORK

The concept made by the researcher is shown in Figure 2 which displays the purpose of of this re -
search to identify the factors that hinders efficient collection of fees and consumers acceptance of the
said self-service kiosk.

The study conceptualized the Technology Acceptance Model Theory which explains that acceptance
of a new technological development will base on individuals perceived usefulness and perceived ease
of usage. The key feature of this model is its emphasis on the perceptions of the potential user.  That
is, while the creator of a given technology product may believe the product is useful and user-
friendly, it will not be accepted by its potential users unless the users share those beliefs.
 Figure 1: Technology Acceptance Model (TAM) from Davis, 1989

While the hindrances on payment transactions are being determined, it will guide the consumers on
whether to adopt and accept technological changes and considering their willingness to adjust and go
beyond the traditional practices.

CONCEPTUAL PARADIGM

COMMON PROBLEMS/
ISSUES ON PAYMENT TRANSACTIONS

ESTABLISHMENT OF SELF-SERVICE KIOSKS

TECHNOLOGY ACCEPTANCE MODEL

ACCEPTANCE OF CONSUMERS

USAGE

SCOPE AND LIMITATION OF THE STUDY

The study focused on the identification of various hindrances that prevents the LCWD from deliver -
ing quality service on payment transactions that will serve as a guide on adoption and proper imple -
mentation and utilization of self-service kiosks. The respondents of this study are the consumers of
Legazpi City Water District.

The researcher limited this research to the number of consumers from Zone 1 to 4, with the largest
number of consumers that settled their balances last June 16 to 17, 2022 considered as due date.

Statement of the Problem

A. Consumers’ willingness in adapting the additional method of payment.
1

Acceptance of
Level 1
2
3

1. Type of Transaction:
*Payment
*Bill Inquiry
*Bill Inquiry and Payment

2. How long does it usually take to complete the transaction?

3. What are the problems have you encountered throughout the transaction?
Kindly check

-Offline
-Long queue
-Kulang sa teller
-slow processing of payment
-transactional errors

Others (Specify)

Research common problems