INTERPERSONAL SERVICE Quality AND ITS INFLUENCE ON SELF-SERVICE TECHNOLOGY ADOPTION IN DINE-IN RESTAURANTS

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Suwadji, Teddy Darmadi (2025) INTERPERSONAL SERVICE Quality AND ITS INFLUENCE ON SELF-SERVICE TECHNOLOGY ADOPTION IN DINE-IN RESTAURANTS. Graduate thesis, IPMI Institut.

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1. Chapter 1.pdf
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2. Chapter 2.pdf
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3. Chapter 3.pdf
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4. Chapter 4.pdf
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5. Chapter 5.pdf
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6. Appendix.pdf
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0. Cover & Abstract.pdf
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Abstract

This study aims to investigate the impact of interpersonal service quality on the adoption of self-service technology(SST) in dine-in restaurants to help extend the understanding of haw consumers' interaction with service staff could influence their intention to use SST. SSTs are becoming increasingly popular globally yet the have not been widely adopted in indonesia dine-in sector. This is in contrast to the high demand foraap-based food delivery platforms in the country. The lack of research on this topic has prompted this study to examine how the quality of interactions with wait-staff influences consumers' wilingness to adopt SSTs in indonesia's dine-in restaurantse. An online survey was developed and distributed to randomly selected respondents in the Greater jakarta area a total of 112 responses were used for the data analysis using PLS-SEM. the research framework used is the unified theory of Acceptance and use of technology (UTAUT) . which analyzes factors such as performance Expectancy. effort expectancy, and sosial influence. These factors were examined along with the moderating variable of interpersonal service quality (ISQ) and facilitating conditions (FC). the results indicate that the performance expectancy, effort expectancy, and social influence positively mediates the intention of using SST in their restaurants to enhance customer experience and improve operational efficiency KEYWORDS: Dine in Restaurant UTAUT, self service ordering system, interpersonal service Quality.

Item Type: Thesis (Graduate)
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Thesis > Master of Business Administration
Depositing User: sandra margaretha
Date Deposited: 11 Mar 2026 06:27
Last Modified: 11 Mar 2026 06:28
URI: http://repository.ipmi.ac.id/id/eprint/2774

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