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Med servitören i handen: Självserviceteknologins influens på kundnöjdhet i restaurangbranschen
Linköping University, Department of Management and Engineering, Business Administration. Linköping University, Faculty of Arts and Sciences.
Linköping University, Department of Management and Engineering, Business Administration. Linköping University, Faculty of Arts and Sciences.
2017 (Swedish)Independent thesis Advanced level (degree of Master (One Year)), 20 credits / 30 HE creditsStudent thesisAlternative title
With the waiter in your hand (English)
Abstract [sv]

Syfte - Syftet med studien är att i restaurangbranschen undersöka om service med integrerad självserviceteknologi medför en högre eller lägre kundnöjdhet jämfört med service utan integrerad självserviceteknologi.

Hypotes - I restaurangbranschen medför service med integrerad själv-serviceteknologi en högre kundnöjdhet än service utan självserviceteknologi.

Metod - Studien utgår från en tvärsnittsdesign med deduktiv ansats där sekundär- och primärdata består av tidigare forskning, teorier och enkäter. Analysen av den kvantitativa enkätdatan genomfördes med hjälp av Mann Whitney U-test och Spearmans rang-korrelation.

Resultat - Studiens resultat visade att i restaurangbranschen medför service med integrerad självserviceteknologi en högre kundnöjdhet än service utan integrerad självserviceteknologi.

Avgränsningar - Studien avgränsar sig till att granska kundnöjdheten i service-processer med mobilapplikationsbaserad självserviceteknologi och inte någon annan teknologi.

Kunskapsbidrag - Skapa underlag för ledningar i restaurangbranschen om huruvida de borde ta hänsyn till digitaliseringen eller inte samt om de borde förändra sin strategi gällande serviceprocessen

Abstract [en]

Purpose - The purpose of this study is to examine whether the service process with integrated self-service technology in the restaurant industry entails a higher or lower customer satisfaction than service without integrated self-service technology.

Hypothesis - Service with integrated self-service technology in the restaurant industry entails a higher customer satisfaction than service without integrated self-service technology.

Methodology - Secondary research and quantitative surveys were used to answer the research question. The study has a cross-sectional design and a deductive approach, where the analysis was conducted through a Mann Whitney U-test and Spearman’s rank correlation.

Findings - The results of the study found that, in the restaurant industry, service with integrated self-service technology entails a higher level of customer satisfaction than service without integrated self-service technology.

Limitations - The study examines the level of customer satisfaction in services with integrated mobile applications and no other self-service technology.

Originality/Value - The study creates a basis for the leading positions in the restaurant industry about whether they should take into account the digitalization or not and if they should change their strategy regarding the service process.

Place, publisher, year, edition, pages
2017. , p. 75
Keywords [en]
Restaurant industry, customer satisfaction, self-service technology, technology acceptance, servicescape, service script, decision making, responsiveness of frontline employees
Keywords [sv]
Restaurangbranschen, kundnöjdhet, självserviceteknologi, teknologisk acceptans, servicescape, service script, beslutsfattande, mottagligheten av frontpersonalen
National Category
Business Administration
Identifiers
URN: urn:nbn:se:liu:diva-138983ISRN: LIU-IEI-FIL-A--17/02481--SEOAI: oai:DiVA.org:liu-138983DiVA, id: diva2:1116759
Subject / course
Master Thesis in International Business and Economics Programme (Business Administration); Master Thesis in Business and Economics Programme (Business Administration)
Supervisors
Examiners
Available from: 2017-08-16 Created: 2017-06-27 Last updated: 2017-08-16Bibliographically approved

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Med servitören i handen(4680 kB)47 downloads
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CiteExportLink to record
Permanent link

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Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • oxford
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf