隨著科技的進步，人們對自助服務科技(Self-Service Technology)的使用，也越來越習慣與依賴。兼之，近年來新冠疫情肆虐全球，種種的科學證據證明，減少人與人的接觸，是大幅減少病毒相互傳播的重要因素，因此，助長了速食餐廳中的自助點餐機的設置與使用。為深入發現實際排隊現象對自助點餐機使用情形所造成的影響，本研究使用解構式計畫行為理論，探討影響使用者使用自助點餐機的主要因素。研究採用網路問卷調查方式，共回收327份有效問卷。其結果顯示，實際排隊壓力，是除了計畫行為理論中影響行為的三個構面：態度、主觀規範、知覺行為控制以外，另一個會影響使用者使用自助點餐機的重要構面。本研究依據研究結果，提出可供業者未來規劃與發展相關科技服務機器的參考，期能更進一步達到科技服務推廣之目標。
With the advancement of technology, people are becoming more and more accustomed to and rely on the use of self-service technology (Self-Service Technology). In addition, in recent years, the new crown epidemic has ravaged the world. Various scientific evidences have proved that reducing human-to-human contact is an important factor in greatly reducing the mutual transmission of viruses. Therefore, it has encouraged the installation and use of self-service ordering machines in fast food restaurants. In order to deeply discover the impact of the actual queuing phenomenon on the use of self-service ordering ma-chines, this study uses the deconstructive planning behavior theory to explore the main factors that affect users' use of self-service ordering machines. The study adopted the method of online questionnaire survey, and a total of 327 valid questionnaires were recovered. The results show that the actual queuing situation is another important aspect that affects users' use of self-service ordering machines in addition to the three aspects that affect behavior in the theory of planned behavior: attitude, subjective norms, and perceived behavioral control. Based on the research results, this study puts forward references for future planning and development of related technology service machines for business operators, hoping to further achieve the goal of technology service promotion.
