BACKGROUND OF THE STUDY

Through the years, mobile technology has been invading the daily lives of the people. The
advancement of technology has been of great help in bringing convenience at home, in the office,
and almost everywhere else. Mobile technology showers numerous opportunities for the
businesses seeking to improve both their working process and global scope. Nowadays, fast food
chains have enabled new levels of convenience to customers. It now adopts the power of mobile
technology that allows customers to order by themselves, speed up the work process, and to serve
more customers with a smaller number of employees. Despite of the improvements in the business
brought by technology, there are still advantages and disadvantages. The notion of servicing the
customers play a big part of satisfaction and for the business to prove the best quality of service
they provide (Qin, Pybutok, Peak, 2009). In this manner, customer interactions are less suitable on
this day as people are busy with their work and tired to go over-the-counter in different fast food
chains nearby. Different types of services can affect the business profit and delight to the client.
Thus, having the right service can boost the income and attract more customers.
In recent years, there have been some technologies established that had a positive effect in
the fast food chain industry which are used to promote customer’s experience and engagement.
Thus, a lot of the top fast food chains known in the world started to improve their services through
self-service kiosks. These are one of the innovations in restaurant services which can help the
people choose their own order. In addition, despite of choosing orders, they can also choose what
type of transaction they want in order to pay for their order. Self-order kiosks can help to the
society’s convenience. Now, they don't have to worry and wait for a long time for them to be able
to reach the counter to order food for themselves. These are some of the benefits of self-kiosk; (1)
It can help in saving resources particularly in staff time. This new type of strategy saves customers
time and enables them to place their order instantly without waiting in long lines. A self-service
system taking orders can also re-allocate the employees task. Hence, they can concentrate on food
service, restaurant cleanliness and customer experience. (2) Self order kiosk provides customers
with control over their own dining experience. Restaurants and Fast Food Chains empower their
customers to choose whether to and how they want to order, charge for, and receive their meal. (3)
The automated system allows the customers to browse the menu and can automate the ordering
and payment process (Meridian Kiosks, 2019).
The researchers conducted the study to determine if the implementation of self-order
kiosk in Jollibee, Veterans is valuable for customers and if this new type of service is indeed
time efficient and convenient.
The Effects of Mobile Technology in Modifying the Services in
Jollibee – Veterans, Zamboanga City

Researchers:
Legaspi, Erika D.R.
Sanson, Rhine Nicholle L.
Bantoto, Irene Jane M.
Reyes, Nikkilae A.
Caluyo, Ben Louise T.

Research Adviser:
Sir Melchor Jalon
STATEMENT OF THE PROBLEM
This study aims to determine the effects of mobile technology in modifying service of
Jollibee – Veterans Avenue, Zamboanga City. Specifically, this study seeks to answer the
following questions:
1. How does mobile technology affect the convenience of customers at Jollibee – Veterans?
2. How does mobile technology help the company’s profitability rating after establishing the
modified services?
3. What are the common feedbacks of customer with regard to the new service provided?

SIGNIFICANCE OF THE STUDY

This study shows the importance of mobile technology in modifying the services provided
by Jollibee-Veterans. This study will be a great benefit to the following:
The Jollibee – Veterans Branch
The services offered by this branch will be swift and convenient. Mobile technology will
be able to help increase the profit and feedbacks received from the customers that will somehow
attract more people to order through them. It will not just be benefiting the profitability but also
the accommodation granted to the customers.
The Customers
The services will be conducive for customers. Through mobile technology, the burden of
over-the-counter will diminish as the customers will feel delight how fast the services given. The
modified technology will not use up much time of the people who will be using these self-service
kiosks.
The Employees
The modified service will boon the employees of the Jollibee – Veterans as their work will
lessen thus, the business will have much lesser number of employees that will help boost the profit.
Employees will have more time to interact with customers who need assistance in terms of their
orders.

SCOPE AND DELIMITATION

The study focusses on the effects of mobile technology in modifying the services in
Jollibee. The respondents if the study are the managerial staffs of Jollibee. The researchers will
select Jollibee – Veterans out of the 15 branches in Zamboanga City in terms of the new services
they provide to customers.

Total Population (N) = 15

No. of Respondents (n) = 1
DEFINITION OF TERMS

Self-order Kiosk refers to a machine which you can use to order a meal by your own.
Mobile Technology refers to the self-order kiosk and is the independent variable of the study.

CONCEPTUAL FRAMEWORK

Mobile Company’s Services

Technology  Convenience
 Company’s
Profit
 Customer’s
Feedback

Lack of
Knowledge