Analysis of Consumers' Intention to Continue Using Self-service Technology - Take the Restaurant as An Example-Analysis of consumers' intention to continue using self-service technology

Self-ordering through mobile phone APP or self-service terminal overturns the previous inefficient operation mode, saves consumers' dining time cost, effectively lightens the burden of service personnel, saves consumers' ordering time to some extent, saves labor cost for the catering industry and improves the efficiency of ordering. How to make consumers obtain satisfactory consumption experience through self-service technology is the key for merchants to win consumers' willingness of continuous use. Therefore, this paper will start from the ECM, through the way of questionnaire survey, and then explore the influencing factors of consumers' willingness to continue to use self-service technology in the catering industry. The research results of this paper are that social influence, time pressure are main factors impacting on the expectation confirmation, while the influencing of expectation confirmation on the consumers' willingness of continuous use is through the satisfaction. These results are conducive to promote the healthy development of the catering industry, and provide some reference for catering enterprises in improving service quality.