An evaluation of modern methods of delivering customer service and the role of AI : Case study of McDonald’s (ITIS) Finland
Patel, Ameet (2023)
2023
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023053116451
https://urn.fi/URN:NBN:fi:amk-2023053116451
Tiivistelmä
This thesis studied the modern method of providing customer service and the function of AI in quick-service restaurants. This thesis focuses on McDonald's in Finland since it is more manageable to do so than to investigate the impact of AI on all quick-service restaurants. The theoretical foundation of this thesis detailed how artificial intelligence originated through its history until now.
This thesis presents the findings of a qualitative article analysis and literature study regarding artificial intelligence and its use in fast-food businesses, and quantitative analysis of the survey conducted using Webropol 3.0 which was administered to the customer of McDonald's ITIS. The theoretical framework described how AI came to be and how it has changed fast food establishments around the world, especially in Finland. This research also revealed the specific AI implementations employed by McDonald's in Finland and globally. McDonald's in particular served as a case study for researchers looking into the use of AI in fast food settings.
In conclusion, the study demonstrated the significant impact that AI has on quick-service restaurants with regards to enhancing patron pleasure. The findings of this thesis suggest that AI will have far-reaching effects on the hospitality industry. Inevitably, that will occur throughout the industry.
This thesis presents the findings of a qualitative article analysis and literature study regarding artificial intelligence and its use in fast-food businesses, and quantitative analysis of the survey conducted using Webropol 3.0 which was administered to the customer of McDonald's ITIS. The theoretical framework described how AI came to be and how it has changed fast food establishments around the world, especially in Finland. This research also revealed the specific AI implementations employed by McDonald's in Finland and globally. McDonald's in particular served as a case study for researchers looking into the use of AI in fast food settings.
In conclusion, the study demonstrated the significant impact that AI has on quick-service restaurants with regards to enhancing patron pleasure. The findings of this thesis suggest that AI will have far-reaching effects on the hospitality industry. Inevitably, that will occur throughout the industry.