Consumer Perceptions of Digital Ordering and Payment Systems in Restaurants: Sustainability and Efficiency Perspectives
Keywords:
Gastronomy, Consumer Experience, Digital Order and Pay, Sustainability, Efficiency, Usability, DigitalizationAbstract
The advance of digitization has transformed the gastronomy industry. This is particularly evident in digital ordering and payment systems. These systems offer restaurants the opportunity to optimize processes, operate in a more resource-efficient manner, and simultaneously increase customer satisfaction. This study examined the perception and acceptance of such systems, as well as their potential impact on sustainability, efficiency, and decision-making behavior. Using a comprehensive survey, data from over 1300 restaurant guests were collected. The results show a high level of acceptance of digital technologies, particularly in the areas of cashless payments and personalization of orders. Simultaneously, there is the potential to promote guests’ sustainable decisions through targeted functions. The analysis also shows that guests increasingly expect information on the sustainability of digital offers and that the use of digital feedback functions is limited to a smaller proportion of users. The study presents specific recommendations for the further development of digital systems, particularly in areas such as increasing efficiency, user friendliness, and sustainable consumer behavior.
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