在科技發展及企業投入數位轉型的趨勢之下，「自助點餐機」已被廣泛應用於餐飲業。由過往文獻可知，自助服務科技多以科技接受模型、使用者介面及使用者經驗進行研究。而對於餐廳內服務體驗及員工服務品質的評價則多以顧客體驗的研究角度，探討顧客對服務的滿意度。
本研究以「理論驅動之編碼」作為口語分析法，以「顧客體驗六大構面」及「使用性與使用者經驗目標」分析並歸納兩種點餐方式的體驗脈絡，並根據理論之相似性將模型進行整合與簡化，提出整合性體驗評價模型。從體驗脈絡中可知，兩種點餐情境的共同體驗評價構面為「情感、感官、認知、實用」。透過整合體驗評價模型，能應用於分析「僅人工點餐、僅點餐機點餐及同時有人工及機台點餐」此三種點餐情境。提供企業作為評估與提升顧客（使用者）體驗的參考模型。僅人工點餐的情境下，應著重於透過員工的專業訓練及彈性的應對能力，展現企業價值，與顧客產生情感上信任與滿意的連結；在僅點餐機的情境下，除了重視點餐機的效能外，也應重視點餐機的設置與外觀功能，促使顧客產生啟發使用動機的心情，在提供的服務層面，也應重視客製化需求，以達成令人滿意的體驗；在同時具備兩種點餐方式的情境下，應強化兩種點餐方式彼此無法被對方取代的優勢，透過互補的方式，使得兩者能使整體點餐體驗相輔相成。

With the advancement of technology and the growing trend of digital transformation in businesses, self-service kiosks have been widely adopted in the restaurant industry. Previous research on self-service technology has primarily focused on the Technology Acceptance Model (TAM), user interfaces, and user experience. In contrast, studies evaluating in-restaurant service experiences and employee service quality have mainly explored customer experience to assess customer satisfaction with services.
This study employs a theory-driven coding approach for verbal analysis, using the six dimensions of customer experience and usability & user experience goals to analyze and summarize the experience frameworks of two ordering methods. Based on the theoretical similarities, the models were integrated and simplified, leading to the development of a comprehensive experience evaluation model. The experience frameworks reveal that both ordering contexts share four key experience dimensions: emotional, sensory, cognitive, and pragmatic. The integrated evaluation model can be applied to three ordering scenarios: human-assisted ordering only, kiosk-based ordering only, and a hybrid model combining both human and kiosk ordering. This model serves as a reference for businesses to evaluate and enhance customer (user) experiences.
In a human-assisted ordering scenario, businesses should emphasize employee training and adaptability, ensuring that service interactions reflect corporate values and build customer trust and satisfaction. In a kiosk-only ordering scenario, beyond optimizing the functionality and performance of kiosks, attention should be given to their design, placement, and visual appeal to encourage customer engagement. Additionally, customization options should be offered to provide a more satisfying service experience. In a hybrid ordering scenario, the unique advantages of both ordering methods should be reinforced, leveraging their complementary strengths to create a seamless and enhanced overall ordering experience.

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