The effect of QR code applications on customer delight in restaurants

Today, the rapid development of technology is caused to affect our lives as well as many businesses working in the tourism sector. Businesses have started to carry out most of their marketing and advertising activities via mobile applications with the development of technology. With the help of it has been provided customers need more different and more advanced mobile applications. Thanks to the developments in information technologies, restaurant businesses have to follow these innovations nearly in order to become competitive and to maximize customer delight. It is seen that mobile shopping and mobile applications are frequently preferred today in line with the needs and demands of the customers. With the widespread use of the contactless payment system in the covid process; individuals have turned to mobile applications that save time, have faster and faster processing capacity. In this process, it is seen that customer health and satisfaction are at the forefront by starting to include square code menus in restaurants. However, it has been noticed by restaurants that the data matrix payment system is not included in the entire restaurant operating system within the contactless payment systems. In this thesis, restaurant businesses using data matrix systems in Ankara Çankaya region have been analyzed. The aim of the study is to ensure the development of data matrix payment systems in restaurant businesses and to measure the effect of the factors needed in the use and acceptance of this payment system by customers on customer satisfaction. In the scope of the research is intended to the effect of QR code applications on customer satisfaction in restaurants. The effect of the use of the data matrix payment system in restaurant businesses on customer satisfaction is evaluated within the framework of the theory of diffusion of innovations. Customers, who had experience with QR codes, were constituted in this research population in the restaurant businesses in Ankara, Çankaya region. The online survey technique was used to in order to obtain data from choosing the population in sampling. According to the data obtained from 425 participants, it is seen that customers who agree to use the data matrix payment system find some criteria valuable to tend to use a new technological system. It has been determined that the dimensions of suitability, complexity, trust and employability which are among these dimensions, besides having a significant relationship on customer satisfaction.