Technology Trust and Intent to Use: The Mediating Effect of Quick Restaurant Self-Service Kiosks Aesthetics

Angila G. Abarro; Anna Asrina I. Abdullah; Nadyne A. Gabia; Irish Janelle A. Gimenez; John Vincent G. Nacario; Jayvie O. Guballo

doi:10.56741/IISTR.jmsd.002304

Authors

Angila G. Abarro
2022-105090@rtu.edu.ph
Rizal Technological University - Boni Campus
Anna Asrina I. Abdullah Rizal Technological University - Boni Campus
Nadyne A. Gabia Rizal Technological University - Boni Campus
Irish Janelle A. Gimenez Rizal Technological University - Boni Campus
John Vincent G. Nacario Rizal Technological University - Boni Campus
Jayvie O. Guballo Rizal Technological University - Boni Campus https://orcid.org/0000-0003-1088-2230

DOI:

https://doi.org/10.56741/IISTR.jmsd.002304

Keywords:

Aesthetics, Intent to Use, Quick Restaurant, Self-service Kiosks, Technology Trust

Abstract

This study examines how customers develop trust and intention to use self-service kiosks within quick-service restaurants. As digital systems become more common in food service, it is crucial to understand how users respond to both the functionality and aesthetics of kiosks. This research focuses on the mediating effect of self-service kiosk aesthetics on the relationship between technology trust and intent to use. Participants were individuals who used self-service kiosks and resided in Mandaluyong City, selected through a two-stage cluster sampling technique. Using a quantitative correlational design and Partial Least Squares-Structural Equation Modeling (PLS-SEM), the analysis confirmed that all constructs were valid and reliable. The results showed significant positive relationships between technology trust, self-service kiosk aesthetics, and intent to use. Mediation analysis further revealed that self-service kiosk aesthetics partially mediates this relationship, indicating that while technology trust directly increases intent to use, its influence becomes stronger when customers perceive the kiosk as visually appealing, simple, harmonious in color, and interactively designed. These findings suggest that self-service kiosk aesthetics is not merely an external feature but an indispensable component, and that investing in kiosk aesthetics functions as an investment in technology trust itself, which contributes to higher intent to use. Overall, the study enhances understanding of SSTs adoption by showing that aesthetic qualities work together with system functionality to encourage customer acceptance in quick-service restaurant settings.

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Author Biographies

Angila G. Abarro, Rizal Technological University - Boni Campus

is a fourth-year Bachelor of Business Administration major in Marketing Management student at Rizal Technological University – Boni Campus for Academic Year 2025–2026. She is a passionate and eager learner with a strong interest in consumer behavior and marketing. Through her experience as a student leader, she has developed adaptability, teamwork, and communication skills, and aims to contribute meaningful insights while continuously growing in collaborative environments. (email: 2022-105090@rtu.edu.ph).

Anna Asrina I. Abdullah, Rizal Technological University - Boni Campus

is a fourth-year Bachelor of Business Administration major in Marketing Management student at Rizal Technological University– Boni Campus for Academic Year 2025-2026. She is a motivated marketing student who aspires to secure a position in the marketing industry where she can improve her leadership, social engagement, event management, and communication skills while expanding her skills in creative content and photography. Driven, adaptable, and committed to producing quality work, she strives to be a dependable asset in her team environment. (email: 2022-105032@rtu.edu.ph).

Nadyne A. Gabia, Rizal Technological University - Boni Campus

is a fourth-year Bachelor of Science in Business Administration major in Marketing Management student at Rizal Technological University - Boni Campus for the Academic Year 2025-2026. She is a dedicated, hardworking, and goal-oriented individual with a strong academic background, complemented by practical experience in marketing management and customer service. She consistently demonstrates professionalism, adaptability, and a willingness to learn, allowing her to perform effectively in both academic and professional environments. (email: 2022-104977@rtu.edu.ph).

Irish Janelle A. Gimenez, Rizal Technological University - Boni Campus

is a fourth-year Bachelor of Science in Business Administration major in Marketing Management student at Rizal Technological University – Boni Campus for the Academic Year 2025–2026. She is a hardworking and creative student who continuously develops her skills in marketing, communication, and leadership through active participation in seminars, academic activities, and organizational involvement. Guided by her determination to grow personally and professionally, she remains committed to achieving her goals with perseverance and faith in God. (email: 2022-104987@rtu.edu.ph).

John Vincent G. Nacario, Rizal Technological University - Boni Campus

is a fourth-year Bachelor of Science in Business Administration student at Rizal Technological University – Boni Campus for the Academic Year 2025–2026. He is a goal-oriented working student and a flexible learner who continuously strives to gain knowledge and skills related to the field of Marketing. He is a versatile and adaptable student whose skills and knowledge reflect his experiences in various fields. He aims to become a professional in the field of marketing because he believes that functionality and dedication are key attributes of a successful company. (email: 2022-105121@rtu.edu.ph).

Jayvie O. Guballo, Rizal Technological University - Boni Campus

is a university lecturer specializing in business research, administration, and human resource management. Before entering academia, he spent nearly eight years as a corporate recruitment manager, gaining experience in industries such as hospitality, oil and gas, engineering, and finance. He holds a BS in Office Administration from Rizal Technological University and both an MBA (Human Resource Management) and a DBA from the Polytechnic University of the Philippines. He also holds certifications as a Certified Human Resource Professional® (United Kingdom) and a Certified Marketing Professional (Australia). (email: joguballo@rtu.edu.ph).

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