IDEAS home Printed from https://ideas.repec.org/a/rnd/arimbr/v17y2025i3p494-506.html

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

Author

Listed:
  • Fong Pui Yan
  • Abdul Rais Abdul Rahman
  • Noradzhar Baba
  • Muhammad Fahmi Md Sabri
  • Siti Nur’afifah Jaafar

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.

Suggested Citation

  • Fong Pui Yan & Abdul Rais Abdul Rahman & Noradzhar Baba & Muhammad Fahmi Md Sabri & Siti Nur’afifah Jaafar, 2025. "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," Information Management and Business Review, AMH International, vol. 17(3), pages 494-506.
    • Handle: RePEc:rnd:arimbr:v:17:y:2025:i:3:p:494-506
    DOI: 10.22610/imbr.v17i3(I).4488
    as

    Download full text from publisher

    File URL: https://ojs.amhinternational.com/index.php/imbr/article/view/4488/3104
    Download Restriction: no
    File URL: https://ojs.amhinternational.com/index.php/imbr/article/view/4488
    Download Restriction: no
    File URL: https://libkey.io/10.22610/imbr.v17i3(I).4488?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. John Hulland, 1999. "Use of partial least squares (PLS) in strategic management research: a review of four recent studies," Strategic Management Journal, Wiley Blackwell, vol. 20(2), pages 195-204, February.
    2. Sharma, Sujeet Kumar & Sharma, Manisha, 2019. "Examining the role of trust and quality dimensions in the actual usage of mobile banking services: An empirical investigation," International Journal of Information Management, Elsevier, vol. 44(C), pages 65-75.
    3. Wynne W. Chin & Barbara L. Marcolin & Peter R. Newsted, 2003. "A Partial Least Squares Latent Variable Modeling Approach for Measuring Interaction Effects: Results from a Monte Carlo Simulation Study and an Electronic-Mail Emotion/Adoption Study," Information Systems Research, INFORMS, vol. 14(2), pages 189-217, June.
    4. Hyeon Mo Jeon & Hye Jin Sung & Hyun Young Kim, 2020. "Customers’ acceptance intention of self-service technology of restaurant industry: expanding UTAUT with perceived risk and innovativeness," Service Business, Springer;Pan-Pacific Business Association, vol. 14(4), pages 533-551, December.
    5. Muhammad Shahid Iqbal & Masood Ul Hassan & Ume Habibah, 2018. "Impact of self-service technology (SST) service quality on customer loyalty and behavioral intention: The mediating role of customer satisfaction," Cogent Business & Management, Taylor & Francis Journals, vol. 5(1), pages 1423770-142, January.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Gupta, Prashant & Seetharaman, A. & Raj, John Rudolph, 2013. "The usage and adoption of cloud computing by small and medium businesses," International Journal of Information Management, Elsevier, vol. 33(5), pages 861-874.
    2. Asif Khan & Chih-Cheng Chen & Kwanrat Suanpong & Athapol Ruangkanjanases & Santhaya Kittikowit & Shih-Chih Chen, 2021. "The Impact of CSR on Sustainable Innovation Ambidexterity: The Mediating Role of Sustainable Supply Chain Management and Second-Order Social Capital," Sustainability, MDPI, vol. 13(21), pages 1-25, November.
    3. Teller, Christoph & Kotzab, Herbert & Grant, David B., 2012. "The relevance of shopper logistics for consumers of store-based retail formats," Journal of Retailing and Consumer Services, Elsevier, vol. 19(1), pages 59-66.
    4. Kawai, Norifumi & Chung, Chul, 2019. "Expatriate utilization, subsidiary knowledge creation and performance: The moderating role of subsidiary strategic context," Journal of World Business, Elsevier, vol. 54(1), pages 24-36.
    5. Al-Baraa Abdulrahman Al-Mekhlafi & Idris Othman & Ahmed Farouk Kineber & Ahmad A. Mousa & Ahmad M. A. Zamil, 2022. "Modeling the Impact of Massive Open Online Courses (MOOC) Implementation Factors on Continuance Intention of Students: PLS-SEM Approach," Sustainability, MDPI, vol. 14(9), pages 1-15, April.
    6. A. Q. Adeleke & A. Y. Bahaudin & A. M. Kamaruddeen, 2018. "Organizational Internal Factors and Construction Risk Management among Nigerian Construction Companies," Global Business Review, International Management Institute, vol. 19(4), pages 921-938, August.
    7. Yadgar Taha M. Hamakhan, 2020. "The effect of individual factors on user behaviour and the moderating role of trust: an empirical investigation of consumers’ acceptance of electronic banking in the Kurdistan Region of Iraq," Financial Innovation, Springer;Southwestern University of Finance and Economics, vol. 6(1), pages 1-29, December.
    8. Hedaya Abusafiya & Saad Suliman, 2017. "Causes and Effects of Cost Overrun on Construction Project in Bahrain: Part 2 (PLS-SEM Path Modelling)," Modern Applied Science, Canadian Center of Science and Education, vol. 11(7), pages 1-28, July.
    9. Elbashir, Mohamed Z. & Collier, Philip A. & Davern, Michael J., 2008. "Measuring the effects of business intelligence systems: The relationship between business process and organizational performance," International Journal of Accounting Information Systems, Elsevier, vol. 9(3), pages 135-153.
    10. Suning Zhu & Ashish Gupta & David Paradice & Casey Cegielski, 2019. "Understanding the Impact of Immersion and Authenticity on Satisfaction Behavior in Learning Analytics Tasks," Information Systems Frontiers, Springer, vol. 21(4), pages 791-814, August.
    11. Ahmad Faiz Yaakob & Hazlina Mohd Padil & Aida Abdullah & Shahidah Abdul Razak & Asri Salleh, 2024. "An Assessment of Determinants of Political Interests among University Students: A Case Study of Universiti Teknologi MARA Malaysia," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 8(7), pages 1478-1488, July.
    12. repec:ehu:cuader:49762 is not listed on IDEAS
    13. Sahar Ahmadian & Somayeh Abdolmaleki, 2018. "Network typology and international opportunity recognition: moderating role of entrepreneurial orientation," Journal of Global Entrepreneurship Research, Springer;UNESCO Chair in Entrepreneurship, vol. 8(1), pages 1-15, December.
    14. Merschmann, Ulf & Thonemann, Ulrich W., 2011. "Supply chain flexibility, uncertainty and firm performance: An empirical analysis of German manufacturing firms," International Journal of Production Economics, Elsevier, vol. 130(1), pages 43-53, March.
    15. Wu, Jen-Her & Kao, Hao-Yun & Sambamurthy, Vallabh, 2016. "The integration effort and E-health compatibility effect and the mediating role of E-health synergy on hospital performance," International Journal of Information Management, Elsevier, vol. 36(6), pages 1288-1300.
    16. Arnold Kamis & Tziporah Stern & Daniel M. Ladik, 2010. "A flow-based model of web site intentions when users customize products in business-to-consumer electronic commerce," Information Systems Frontiers, Springer, vol. 12(2), pages 157-168, April.
    17. Ramazan Kaynak & Arzu Tuygun Toklu & Meral Elci & Ismail Tamer Toklu, 2016. "Effects of Occupational Health and Safety Practices on Organizational Commitment, Work Alienation, and Job Performance: Using the PLS-SEM Approach," International Journal of Business and Management, Canadian Center of Science and Education, vol. 11(5), pages 146-146, April.
    18. Bruhn, Manfred & Schwarz, Jürgen & Batt, Verena, 2012. "Swissness als Erfolgsfaktor – Einsatz des Country-of-Origin zur Stärkung von Marken-Konsumenten-Beziehungen und der Markenbindung," Die Unternehmung - Swiss Journal of Business Research and Practice, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 66(2), pages 153-179.
    19. Hall, Matthew, 2011. "Do comprehensive performance measurement systems help or hinder managers' mental model development?," LSE Research Online Documents on Economics 36703, London School of Economics and Political Science, LSE Library.
    20. Edward C. S. Ku & Wu-Chung Wu & Yan Ju Chen, 2016. "The relationships among supply chain partnerships, customer orientation, and operational performance: the effect of flexibility," Information Systems and e-Business Management, Springer, vol. 14(2), pages 415-441, May.
    21. repec:wsi:acsxxx:v:21:y:2019:i:08:n:s1363919619500117 is not listed on IDEAS
    22. Garbade, Philipp J.P. & Fortuin, Frances T.J.M. & Omta, S.W.F. (Onno), 2011. "Alliance Performances in the Dutch Biotechnology Sector," 2011 International European Forum, February 14-18, 2011, Innsbruck-Igls, Austria 121999, International European Forum on System Dynamics and Innovation in Food Networks.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:rnd:arimbr:v:17:y:2025:i:3:p:494-506. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Muhammad Tayyab (email available below). General contact details of provider: https://ojs.amhinternational.com/index.php/imbr .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.