RESEARCH INSTRUMENT
GRABSUM School Inc.
Masalukot I Candelaria, Quezon A.Y 2024-2025
Survey Questionnaire
“EFFECTIVENESS OF SELF SERVICE -KIOSK ON CUSTOMER SATISFACTION IN
SELECTED FAST-FOOD IN CANDELARIA, QUEZON”
Name (optional): __________________________________
Age: ______ Gender: ________
Directions: Please give your personal assessment and perception about the perceived
level of effectiveness of self-service kiosk in selected fast food in terms of usefulness,
ease of use and continuous improvement, and the level of consumer satisfaction in
terms of speed, order accuracy, and expectation below by checking the appropriate
number that corresponds to your answer. Use the following scale.
4 - Strongly Agree 3 - Agree
2 - Disagree 1 - Strongly Disagree
I. Usefulness - is evaluated based on its functionality and how well it serves the user’s
goals.
Strongly Agree Disagree Strongly
Agree
(3) (2) Disagree
(4)
(1)
1. Self-service koisk
enhance my consumer
experience.
2. I can customize my
orders using self service
kiosks.
3. Self-service kiosk
provide me with all the the
choices I need (menu
options, prices, and special
offers)
4. The self-service kiosks
provide clear in and easy to
understand instructions for
ordering.
5. It is useful for ensuring
my order processed without
errors.
6. Overall, the self- service
kiosk are a useful addition
to fast- food restaurants.
II. Ease of use- refers to the level of user-friendliness and simplicity in interacting with a
self- service kiosk.
Strongly Agree Disagree Strongly
Agree
(3) (2) Disagree
(4)
(1)
1. The self-service kiosk is
easy for me to operate.
2. It is user-friendly and
straightforward.
3. The self-service kiosk
allows me to complete my
orders without confusion.
4. I can finish my order
using the self-service kiosk
without any help.
5. Using the self-service is
more convenient.
6. Overall, I find using the
self-service kiosk to be a
positive experience.
III. Continuous Improvement- in this study it is one of the sub-variable mean self-
service kiosk continuous innovation.
Strongly Agree Disagree Strongly
Agree
(3) (2) Disagree
(4)
(1)
1. The self-service kiosk is
updated regularly to
improve its functionality
2. Continuous improvement
of self- service kiosk make
the menu/services more
relevant to my needs.
3. I believe regular updates
could enhance my
experience with the self-
service kiosk.
4. The fast-food restaurant
will continue to improve the
self-service kiosk to better
meet consumer needs.
5. The self-service kiosk is
continuously improved to
keep up with new
technology.
6. Overall, I believe
continuous improvement is
important for enhancing
consumer satisfaction.
IV. Speed- is the measurement of the time that takes for a restaurant to serves its
customers.
Strongly Agree Disagree Strongly
Agree
(3) (2) Disagree
(4)
(1)
1. Through the help of
self-service kiosk my
orders process more
quickly.
2. The kiosk responds
quickly to my selection
and inputs.
3. The self- service
kiosk helps in reducing
errors in my order.
4. The self- service
kiosk allows me to place
an order faster that
waiting in line for a
cashier.
5. I don’t experience
delays while using the
self-service kiosk.
6. Fast order processing
through the kiosk
contributes to my
overall satisfaction with
the restaurants.
V. Order Accuracy- means delivering orders precisely as requested, with all items
correct and none missing.
Strongly Agree Disagree Strongly
Agree
(3) (2) Disagree
(4)
(1)
1. Using the self-
service kiosk give me
assurance that my order
is proper.
2. I’m pleased with how
self- service kiosk
handle my order
request.
3. The kiosk provides a
clear summary of my
order before I complete
the transaction.
4. I’m happy how
accurate my order was
when I used the self-
service kiosk.
5. The self- service
kiosk reduces the
likelihood of
miscommunication or
errors.
6. When order accuracy
is achieved, it positively
impacts my satisfaction
with the dining
experience.
VI. Expectation- in this study it is one of the sub variables refers to consistently
delivering services that help in fostering satisfaction and building the positive image.
Strongly Agree Disagree Strongly
Agree
(3) (2) Disagree
(4)
(1)
1. The self- service
kiosk meets my
expectations for
minimizing wait
times.
2. Do you agree that
the fast food
restaurants should
invest more in self-
service kiosk to
enhance consumer
satisfaction.
3. In your interaction
with fast food
restaurants, do you
feel that self-service
kiosk play a role in
meeting or
exceeding your
expectations as a
consumer.
4. The self- service
kiosk meets my
expectations for
satisfying user
experience.
5. I find that self-
service kiosk aligns
well my expectations
for accuracy of my
orders.
6. Overall, the self-
service kiosk meets
my expectations for
improving my dining
experience.
