An Assessment Of The Usefulness Of The Automated And Contactless Service Of Selected Fast Food In The New Normal

The study's aim was to assess the usefulness of the automated and contactless service of selected fast food in Lucena City. A survey was conducted among 250 individuals, who were selected randomly by customers and employees. The quantitative approach was used in the study to explain the relationship between the variables. The information was gathered using a Google form. Descriptive analysis, weighted mean and standard deviation, and ANOVA were used as statistical methods. The theories of Unified Theory of Acceptance and Use of Technology (UTAUT), Consumer Brand Engagement (CBE), and Diffusion of Innovations (DOI) guide this research. According to the findings, mobile applications were heavily used by 83.6 percent of people aged 18 to 24, with the majority of them being females (85.6 percent), and 75.6 percent of them being fast-food customers. The result appears to be that ordering using devices has something to do with their safety, which discovered that all of the profiles imply a strong positive agreement to the perceived usefulness of automated and contactless services, with no significant difference. It indicates that they want a safe and convenient transaction to have less exposure to the general public and that the service provides customer satisfaction with a 3.25 general weighted mean. Furthermore, the impact of the new normal may lead to an increase in demand for more contactless service offerings. The results of this study help fast food to improve their use of automated services, allowing them to provide a new level of customer service and quality.