Introduction

The COVID-19 pandemic had an immense effect on how the hospitality business serviced its
guests and customers, with many individuals avoiding restaurants owing to government rules, health
concerns, and poor customer service. The financial impact on the restaurant business was substantial.
Even after the pandemic, some consumers are still wary of crowded places, thus harming restaurant
operations. Faced with consumer opposition and a labor crisis, restaurants turned to electronic gadgets to
reduce human touch while demonstrating adherence to safety rules. Kiosks have grown in popularity as a
means of reducing interpersonal interaction, lowering labor costs, simplifying ordering, and increasing
consumer happiness and loyalty. This transition marks an important point in the relationship of
technology and the restaurant business, altering the way we dine outside.

In today's fast-changing world, technology is continuously advancing, and much has changed in
areas such as self-service technology (SST), particularly since the pandemic. The hospitality business is
rapidly catching up with this technological revolution, going beyond just exchanging information and
embracing new methods of processing it. Because of this continual journey, the industry is always
looking for new ways to use technology.

In the course of this study, we are going to focus on Kiosk, one of the most popular technologies
for self-service. Kiosks are one of the most frequent forms of SST, and they are widely seen as one of the
most recent inventions in the restaurant sector. The restaurant's kiosk is an unattended payment system
that allows consumers to order meals or engage in service operations without having to interact with
personnel. Kiosks in restaurants are predicted to become a widespread and routinized service for clients in
a short period since they not only develop an innovative technological infrastructure but also deliver new
value to customers.

The hospitality industry has implemented various forms of information technology to help
provide its products and services to customers with greater efficiency and effectiveness while additionally
enhancing the general quality of the services provided (Law et al., 2020). One current trend in the hotel
business is that certain organizations are shifting away from traditional amenities given by human staff
and towards the use of self-service technology (SST), in which clients co-create the services (Law et al.,
2020; Kattara and El-Said, 2014). SST enables hospitality businesses to deliver services with fewer
people (Lin and Hsieh, 2011). Because the hospitality business is generally human labor-intensive in
comparison to other industries, the ensuing cost reductions from decreased personnel expenditures may
be relatively significant benefits for hospitality organizations (Law et al., 2020).
 This study focuses on the Kiosk, which is one of the most common and disruptive types of SST in
the hotel industry. The restaurant kiosk, positioned as an unmanned payment system, allows consumers to
immediately place orders and engage in service operations, avoiding face-to-face encounters with
personnel. Restaurant kiosks, in addition to developing an innovative technology infrastructure, bring a
new dimension of value for consumers, poised to become a ubiquitous and everyday service in a
surprisingly short period.

The shift towards self-service devices like kiosks is consistent with larger changes in the hotel
business. Organizations are progressively abandoning traditional, human-centered service delivery
approaches in favor of SST, in which consumers actively participate in co-creating services. This trend
not only corresponds with modern customer tastes but also allows hospitality businesses to operate with
fewer personnel, resulting in considerable cost savings in a labor-intensive industry.

Against this framework, the purpose of this quantitative study is to assess Customer Service
Efficiency in the context of AI-Kiosk Integration in a restaurant setting. This study intends to give
significant insights into the effectiveness of AI-powered kiosks in improving operational efficiency,
customer happiness, and overall service quality in the hospitality industry by investigating the influence
of AI technology on customer service KPIs. The research aspires to add to the continuing conversation on
the shifting landscape of technology in the hospitality industry through a data-driven approach, with a
special focus on the transformational effect of AI-integrated kiosk systems.

A. Statement of the Problem:

As the use of artificial intelligence (AI) technology in fast-food restaurant KIOSKs grows more
common, there is a growing need to evaluate its influence on customer service efficiency. Two critical
elements merit examination. To begin, knowing how AI in fast-food KIOSKs influences customer
happiness and service efficiency is critical for determining the overall success of these technological
developments. Second, for optimizing user experiences, it is critical to determine the perceived strengths,
limitations, possibilities, and risks connected with the introduction of AI-powered customer service in
fast-food restaurant KIOSKs. To address these difficulties thoroughly, this project will undertake a
quantitative study using a structured survey questionnaire to gain useful data from customers who have
recently interacted with AI-integrated KIOSKs at prominent fast-food outlets. The study seeks to offer
significant insights that can guide strategies for improving customer service efficiency and refining the
use of AI technology in the fast-food business by studying these factors.
B. Research Question
1. How does the use of AI in fast-food KIOSKs affect customer satisfaction and service efficiency?
2. What are the perceived strengths, weaknesses, opportunities, and threats associated with the
implementation of AI-powered customer service in fast-food restaurant KIOSKs?