Comparative Analysis of Modern Self-Service Kiosk Technology Acceptance Between Generations in Indonesia: Implication for Human-Centered Design

Abstract

Self-service kiosks (SSKs) have become increasingly common in Indonesia’s food and beverage industry, replacing human cashier staff with digital systems. However, many Indonesians are not acclimated to digital literacy, and literature has shown a gap in technological knowledge and use between generations. This study aims to examine differences in perceptions of self-service kiosk efficiency, usability, and technological accessibility between Generation Y and Generation Z using the UTAUT framework. A quantitative method was employed using questionnaire data collected from 301 respondents and analyzed using an independent t-test. The results show that only one indicator (PE2) demonstrated a significant difference (p = 0.040), while the remaining constructs showed no significant differences between the two generations. These findings suggest that age was not found to be a major differentiating factor in influencing user’s perceptions of SSK efficiency, usability, and technological accessibility. The results also support previous studies suggesting that advancements in accessibility and user-centered design may contribute to reducing technological barriers across generations.