ABSTRACT
Tablet-based menu ordering has been considered as the best replacement for the traditional paper-based menu card due to its capability to reduce the number of service failures, controlling labour cost as well as providing a new experience to the customer these days. The number of the restaurant with this system in this country is critically low although the benefits of the system are well documented. This ordering system has raised a few questions to the study especially on customers’ technology readiness state which is crucial to determine their acceptance level towards the system. Their acceptance will in turn influence their satisfaction level, referred as customer information satisfaction in this paper reflecting the usage of technology in the system. A survey questionnaire among customers who exited the restaurants with this ordering system in seven shopping malls in the Klang Valley region has been undertaken on July 2015 with a total of 421 respondents where all the data were found usable. Results revealed that majority of the respondents were optimist with new technologies but they have slight concerns with the issues of security while using it. Most of the respondents were also satisfied with all the items measuring their customer information satisfaction level on the tablet-based menu ordering system. Findings of this study will at least contribute to the knowledge in technology readiness particularly in the foodservice realm. This study also provides some hints on the success and the efficiency of the system thus could be beneficial as a reference point for other foodservice operations with ambitions of adding technologies to the existing facilities.
