호텔 식음료 부서의 스마트 주문 및 결제시스템이 고객만족과 사용의도에 미치는 영향

Abstract

This study empirically analyzed the effect of the smart order and payment system introduced by the hotel's food and beverage department on customer satisfaction and intention to use based on the technology acceptance model (TAM). Specifically, the purpose of this study was to investigate the effect of the perceived ease of use and perceived usefulness of the smart order and payment system on customer satisfaction and intention to use. As a result of the study, it was found that both the perceived ease of use and perceived usefulness of the smart order and payment system had a significant positive (+) effect on customer satisfaction. In addition, it was confirmed that the perceived ease of use had a positive (+) effect on the perceived usefulness. Finally, customer satisfaction was found to have a significant positive (+) effect on the intention to use. This study is significant in that it empirically analyzed the factors affecting technology acceptance in a specific context of the smart order and payment system of the hotel's food and beverage department. Based on the results of the study, practical implications were presented to hotel managers, such as establishing strategies to increase the ease and usefulness of smart order and payment systems, and providing personalized services through the use of customer data.