Title: The influence of technology payment adoption in satisfaction: a study with restaurant consumers

Authors: Nilton Gomes Furtado; Julia Vasconcelos Furtado; Lauro César Vieira Filho; Rodrigo Cunha Da Silva

Addresses: Department of Economics, Management, Industrial Engineering and Tourism, University of Aveiro, Campus Universitário de Santiago, 3810-193, Aveiro, Portugal ' Department of Economics, Management, Industrial Engineering and Tourism, University of Aveiro, Campus Universitário de Santiago, 3810-193, Aveiro, Portugal ' Department of Education and Psychology, University of Aveiro, Campus Universitário de Santiago, 3810-193, Aveiro, Portugal ' Management and Professional Master Department, Anhembi Morumbi University, Casa do Ator, 275 - Vila Olimpia, São Paulo - SP, 04546-001, Brazil

Abstract: This study analyses the relationship between the perceptions about technology payment use and consumers' satisfaction in food and beverage industry. Observing the phenomenon of technology implementation in the catering industry, the present study sought to review the existing literature and describe the state of the art on the matter, articulating experiences of studies held domestically and internationally. A survey had been applied seeking to understand this global phenomenon of technology payment and its impact on customer perception. We analysed data collected through 950 questionnaires and categorised influencing factors that affect the perception and satisfaction of using mobile payment technologies in restaurants. The quantitative study allowed an understanding on which factors are more relevant on perception and use of mobile payment technologies, identifying a set of influencing factors, as well as finding out the advantages and disadvantages perceived by consumers in the use of mobile payment technologies.

Keywords: mobile payment; mobile technology; smartphone; technology; customer perception; near field campus; NFC; smartphone payment; app; payment restaurant.

DOI: 10.1504/IJBEX.2020.107580

International Journal of Business Excellence, 2020 Vol.21 No.2, pp.209 - 230

Received: 21 Sep 2018
Accepted: 25 Dec 2018

Published online: 29 May 2020 *

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