The Intention to Use Contactless Ordering Systems for Restaurants of Thai Customers.

Abstract

This research aims to investigate the factors that influence Thai customers' acceptance and use of Restaurant Contactless Ordering Systems (RCOS), to understand their familiarity with the technology and potential reluctance to adopt it, and to propose the RCOS that meets customers' requirements by testing its prototype based on the Technology Acceptance Model (TAM) - perceived usefulness and ease of use. The research used mixed method, quantitative survey method to understand the user experience and design science method to propose the RCOS prototype. For the survey, data was collected from 408 Thai restaurant customers through online questionnaires using a self-selected sampling method. The results of the survey had demonstrated that users had perceived the necessity for an effective, secure, and up-to-date system, underscoring the need for enhanced interface design, security measures, and personalized services to meet customer needs. The RCOS prototype was evaluated through online questionnaires with 410 Thai restaurant customers using a self-selected sampling method. The results indicated that demographic factors such as gender, age and education level did not significantly influence RCOS usage or preference, but influenced customer requirements for system security and customization.