A STUDY ON DIGITAL DINING EXPERIENCE AND ITS INFLUENCE ON CUSTOMER SATISFACTION AMONG GEN Z CONSUMERS IN RESTAURANTS AND CAFES IN CHENNAI CITY.
https://doi.org/10.65725/JCMCE/2/4/008
JOURNAL OF CONTEMPORARY TRENDS IN MANAGEMENT, COMMERCE AND ECONOMICS (JCMCE)
ISSN: 3108-3501
Volume 2 Issue 4, October -December 2026
Abstract:
The world is upgrading itself in all dimensions from conventional practices to technology enabled approaches as the technology is advancing day by day. With no exception the restaurants and cafes are also slowly upgrading their shops to digital forms to attract the customers and satisfy them to visit and revisit the same place for the digital dining experiences. The main objective of this study is to determine the key factors of digital dining experience that influence the Generation Z (Gen Z) consumers. Unlike the old format the study emphasizes on the digital dining experience which makes the customer engage with the food and experience its nature through Digital menu, Digital ordering, Digital payment, Digital recommendations, Digital displays and so on. Currently there are few restaurants who have initiated maximum digital dining experience in Chennai city. The target audience is Generation Z who comes under the age category of 14 – 29 years (1997 – 2012) of age. The study uses primary data by circulating the structured questionnaire to Gen Z citizens by using a convenience sampling method. The reason to study this generation is because they are more well connected and updated to digital technology and advancements. For the purpose of analysis of data, percentage analysis is used to measure the demographics profile and the data was analyzed using the SPSS version 23.0. The findings explored that Gen Z are more familiar with digital dining and have up-to-date information with the change in the trends. The study suggests that Gen Z prefers easy and accessible digital dining experiences in restaurants and cafes. The study also concludes that future research can be done with specific digital dining and can be attempted with other generations to find out different results.
Authors: Ms. Leona Shainy L, Dr. S. Santhi
Keywords: Gen Z, Restaurant, Digital Dining, Customer Experience, Customer Satisfaction.