THE EFFECT OF PERFORMANCE APPRAISAL ON EMPLOYEE PRODUCTIVITY

要旨

This study aims to analyze customer perceptions of the use of technology in restaurant services and its impact on customer satisfaction and overall experience. The rapid development of digital technology has significantly transformed the culinary industry, particularly in service aspects such as online ordering applications, digital payment systems, self-service kiosks, and QR code menus that are increasingly implemented in restaurants. The research method used is a quantitative approach with data collection techniques through questionnaires distributed to restaurant customers who have experienced technology-based services. The results indicate that most customers have a positive perception of technology usage, as it enhances service efficiency, accelerates the ordering process, and provides convenience in transactions. However, several challenges remain, including limited technological literacy among some customers and reduced face-to-face interaction with staff, which may affect the emotional aspect of customer experience. Therefore, restaurants need to optimize the integration of technology while maintaining personalized service to balance efficiency and customer satisfaction. This study is expected to contribute to the restaurant industry in developing effective technology-based service strategies that are customer-oriented.