| Abstrakt: |
Surveys indicate that, companies in Food and Beverage instries in Brazil are cautious in adoption of payment technology with the use of mobile devices. The goal of this investigation was to explore the benefits perceived on the technology adoption and the desire of use on a new technology based on mobile payment. Additionally, it aimed to measure the speed, safety and control's influence that this new technology could have on costumer, as restaurants seek to minimize their labor costs and improve customer satisfaction. As a methodology, a convenience research was carried with 80 respondents, in which the need for changes and a rapid adaptation by commercial establishments to new technological resources was considered. All intereviewees were aware of new costumer-driven payment Technologies such as mobile applications (app), tablets, cashiers and remote payment devices. Those costumers expect restaurants to install those equipments at their establishments, beyond the apps' adhesion in their smartphones in the next two years. The results showed the potential benefits of allowing customers to use mobile payment methods on their billing processe, including a more agile process, less time to wait for staff (waiter, maitre, cashier), increased security and customer satisfaction, labor costs' reduction, increased table turnover, and access to better consumer data. Ironically, security is also considered a potential barrier. Other barriers may include infrastructure issues, cost of devices, the cost of integrating mobile payments with POS and regular payment systems, the impact of reduced customer contact, and also the fact that the use of existing customer-facing technology in the industry is still very disperse, in the incubation stage. [ABSTRACT FROM AUTHOR] |
