The Impact of Technology on Customer Dining Experience

The purpose of this research is to determine how table-top tablets in restaurants are affecting customer dining experience. The data was collected through a survey that was administered to all individuals over the age of 18 who wished to participate in the survey. The questions in the survey focused on determining how tablets affected the customer's overall dining experience with respect to several key aspects of the customer's experience at the restaurant. In addition, the questions were intended to determine differences in personality, gender, age, and customers who had/did not have children under the age of 18 and how this affected the dining experience/tablet usage. Findings from the study demonstrate that table-top tablets are not providing a more positive experience overall to customers, but customers are enjoying the ability to pay on the tablets. Additionally, personality factors such as introversion and openness to experience do affect a customer's dining experience/tablet usage because individuals who are more introverted and less open to new experiences are slightly less likely to use the tablet and/or enjoy using the tablet. The findings from the study also help to show that various demographic difference do change how a customer uses the tablet, the customer's experience with the tablet, and whether the customer chooses to use the tablet or not. Furthermore, the results indicate that restaurants might be providing worse service than they were previously due to a minor reliance on these table-top tablets and a decrease in wait staff. Implications for these findings can be looked at from two different perspectives. This research can be helpful for not only restaurants possibly considering the implementation of table-top tablets, but also consumers/customers who are dining at these restaurants. Recommendations for future research are based on the findings from the study and the responses of the individuals.