Scan, Pay, and Eat: Digitalization Service to Enhance Customer’s Experience at Goemerot Restaurant

Authors

  • Agustina Riski Gusti Ayu Akademi Komunitas Manajemen Perhotelan Indonesia, Bali, Indonesia Author

DOI:

https://doi.org/10.5281/ze4bv433

Keywords:

Digitalization, Smart Restaurant, Customer Experience

Abstract

The Industrial Revolution 5.0 is encouraging businesses in the culinary industry worldwide to transform from traditional, human-centric restaurants into smart restaurants that apply technological innovations to their services. These smart restaurants are expected to enhance the digital experience for customers, thereby increasing service efficiency, speeding up table turnover, minimizing errors, and improving data accuracy. This research aims to identify the technological innovations implemented by Goemerot Restaurant to improve customer experience. A qualitative approach was used for the research method. The data obtained is both primary and secondary. Primary data was obtained through direct observation and interviews using the purposive sampling method. Interviews were conducted with supervisors, waiters, and customers. Secondary data was obtained through a literature study. The data is presented using the data triangulation method with a thematic approach. The research results show that Goemerot Restaurant has implemented the following innovations: self-ordering via QR code, digital payment, integration with online delivery services, and wireless call buttons. This restaurant's customers have not fully accepted the transformation that began in mid-2025, so waiter assistance is needed if customers have trouble adapting to the digitalization of these services.

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Published

2025-12-01

Issue

Vol. 3 No. 1 (2025): Bali Journal of Hospitality, Tourism and Culture Research

Section

Articles

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Copyright (c) 2025 Agustina Riski Gusti Ayu (Author)

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

How to Cite

Gusti Ayu, A. R. (2025). Scan, Pay, and Eat: Digitalization Service to Enhance Customer’s Experience at Goemerot Restaurant. Bali Journal of Hospitality, Tourism and Culture Research, 3(1), 114-128. https://doi.org/10.5281/ze4bv433