Development and Usability of Chatbot Richmenu for Service.

Abstract

            This research is a qualitative and quantitative research with the following objectives: 1) To study the management system and information of restaurants. 2) To design and develop a chatbot to support restaurant services. 3) To identify issues related to the use of the rich menu chatbot system. 4) To evaluate the usability and user satisfaction of the rich menu chatbot system. The sample group in this study consisted of restaurant entrepreneurs and staff (a total of 5 people), and restaurant customers from Generation Y (aged 22–41), totaling 30 individuals. The selection was based on the high rate of internet usage among this population group. The research tools included in-depth interviews during the chatbot development process on the LINE application. Participants were asked to test the rich menu chatbot system using the Think Aloud method, in order to identify usability issues. After the testing, the participants completed an online questionnaire regarding their experience. From the Think Aloud usability testing and subsequent content analysis, the main issues identified in the use of the rich menu chatbot were: 1) Ease of use 2) Usability 3) System functionality 4) Data modification capability 5) Speed and convenience 6) Overall quality of the chatbot system and 7) Accuracy The research findings revealed that the most common issue encountered by participants was the lack of speed and convenience in the food ordering process, followed by problems with system functionality. In addition, the evaluation of the chatbot usage showed the following average results: 1) Ease of use of the rich menu chatbot (Mean = 4.85, S.D. = 1.69) 2) Overall user satisfaction with the rich menu chatbot (Mean = 5.53, S.D. = 1.48)