2025 IJRSE – Volume 14 Issue 11
Divine Word College of San Jose Special Issue
Available Online: 27 May 2025
Author/s:
Abeleda, Leigh Andrei M.*
Divine Word College of San Jose, Philippines (leigh.abeleda213@gmail.com)
Galay-Limos, Jenny A.
Divine Word College of San Jose, Philippines (jennygalay05@gmail.com)
Abstract:
This study focused on adapting technologies and their impact on service quality in fast-food businesses in San Jose, Occidental Mindoro. Technology-based services have significantly transformed the fast-food industry by improving operational efficiency and customer service. It surveyed employees and customer observations about self-service kiosks, mobile ordering applications, and digital payment systems and evaluated their effects on customer satisfaction and efficiency. Using a descriptive-correlational research design, data were collected through a survey from 159 employees and 312 estimated daily customers covering four major fast-food chains: Jollibee, McDonald’s, Mang Inasal, and Chowking. Technology adaptation disclosed a very high rating level by analyzing the results using weighted means and Pearson’s correlations. The ratings of self-service kiosks were low, mainly due to limited availability in some establishments, while mobile ordering applications and digital payments received the highest ratings. The customer satisfaction rating was very high, suggesting that fast-food outlets meet expectations. The technology helped operations and enhanced productivity, and the rating of operational efficiency gained even higher. Regardless of how correlation analysis showed no significant link between technology usage and customer satisfaction, it was more influenced by food quality, employee behavior, and service. This reveals that the adaptation of technology by employees in fast-food businesses makes the service more efficient. It is important to remember that customer satisfaction still depends heavily on how the employees treat them and the food quality. Thus, fast-food businesses may regularly evaluate operational strategies to ensure that adapting technology-based services aligns with the business goals.
Keywords: technology-based services, service quality, customer satisfaction, operational efficiency, fast-food industry
DOI: https://doi.org/10.5861/ijrse.2025.25502
Cite this article:
Abeleda, L. A. M., & Galay-Limos, J. A. (2025). Adaptation of technology-based services and service quality of fast-food businesses in San Jose, Occidental Mindoro. International Journal of Research Studies in Education, 14(11), 13-20. https://doi.org/10.5861/ijrse.2025.25502
* Corresponding Author