Emerging trends of kiosk concept (Fast food)

Significance

A large investment seldom guarantees high returns. Investment in a low-cost kiosk may be the best option in the present unpredictable business scenario.

An investment in buying a big franchise cannot guarantee the success or failure of any franchise and neither can the franchisor ever assure the success of franchising outlets. In such circumstances selecting a franchise becomes tough. Investing all your money in buying a big franchise is more of a risk as compared to buying a low-cost franchise.

When aspirants, as well as new franchisees while looking for a select category do not find any low-cost business category of their choice then taking a kiosk of that particular franchise is the most suitable option. In the present business scenario, franchising is considered a boon to struggling entrepreneurs. Kiosks are small-sized shops, having a semi-permanent fixture and are generally present within a larger establishment such as a mall, departmental store etc. The structure of a kiosk could be designed as a standalone structure like a terminal, or a semi-enclosed booth. It offers a wide variety along with the advantage of low investment

Objective

1. To understand concept of kiosk

2. Emerging trends of starting kiosk

3. Challenges starting new kiosk business

4. Place and types of kios

Introduction

Kiosk meaning: a small open-fronted hut or cubicle from which newspapers, refreshments, tickets, etc. are sold. The infrastructure needed is basic – a reasonably large central cold kitchen with blast facility (for freezing food) and kiosks to dispense food. A typical kiosk costs about Rs. 1 lakh and there is no need to invest in seating space. Kiosks also do not need too much space - typically the size of a kiosk could range from 30-100 sq. ft; it also offers high portability and flexibility in terms of its location and placement. It is like producing in an assembly line. The food is pre-cooked in the kitchen; the kiosk is used to just heat and serve. Variety is also something kiosk owners can experiment with and feedback is almost instantaneous. For instance, the ‘Petawrap' kiosks, which are shaped like autorickshaws, offer wraps in dizzy combinations – vada pav wraps, Lebanese falafel wraps, masala chana and Punjabi paneer wraps, chicken kebab and Chettinad chicken wraps and more! Bangalore-based Cane-o-la offers sugarcane juice in flavours such as mint, ginger, salt and pepper, chaat, and natural flavour.

Definition

A "Kiosk" by definition is a small stand-alone unit that performs a specific function, generally without management intervention and is generally intended to provide information to those that use it.

Kiosks are generally small, mobile, and are designed to help the consumer find information and they can be strategically placed anywhere you wish to have a presence but cannot or do not wish to have a person staff the location.

Kiosks can be as simple as an information center designed to hold brochures or as complicated as a computer terminal designed to collect and distribute information. On one end, an ATM is an example of a sophisticated interactive kiosk with high security.

 At the other end, an example would be a stand-alone rack of brochures on home projects at Lowes. In the middle would be a kiosk that has a computer and a touch screen that allows users to dig through information by making menu choices and they can be enabled to allow the consumer to enter their personal information so that you can contact them directly.

Kiosks have two general purposes. First, they are designed to deliver or collect information to the consumer in the absence of a human. While they obviously don’t have the ability to interact on the same level, they can sometimes provide information or services to more than one individual at a time, and they are terribly cost efficient in terms of delivering information.

Second, kiosks are meant to go wherever they are needed and stay there as long as you want them there. As such, they are rugged attractive units that break down easily and can generally be handled by one or two people.

Kiosk venues

Kiosks can be used in numerous ways and it’s all up to you to come up with ideas to keep them in constant use. A kiosk that is kept in its container in the storage room is nt benefiting its owner. But if properly used, the ROI on a kiosk is very fast.

Kiosks are often used as the second person at tradeshows and consumer events. Tradeshow warriors know that much of your time can be spent waiting to talk with someone. Yet almost certainly, as soon as your partner goes on break or you start talking with one person, several other people will show up and you risk losing potential customer contacts. A properly deployed kiosk can help attract people, hold their attention long enough for you to get to get over to them, and help them find information.

Kiosks can be set up where there are no humans at all including at malls, grocery stores, doctor offices, or anywhere else that your potential clients may visit. Placing a staff person in one of these locations can cost you a small fortune, yet the properly placed kiosk can deliver the same message without the human cost and once paid for, continues to pay for itself time after

time. In some situations, a kiosk can also be more attractive to potential clients than a human because the consumer can obtain information without feeling like they are risking a sales pitch.

Kiosk functions

Kiosks can be made to do just about anything you want. If all you want to do is distribute written information or brochures, a simple kiosk will attractively display this information in a way that consumers can easily find what they are looking for. Interactive kiosks can be coupled with computers and touch screens to allow the consumer to see videos, get a visual perspective of the kinds of services that you offer, and enter their contact information to have someone call them later.

Maintain your kiosk

While the kiosk has incredible advantages, they do require that someone periodically check on them to make sure that they are doing what they are supposed to do. If your kiosk runs out of brochures, it quickly becomes unattractive. If your kiosk collects contact requests and you don’t pull them and act on them, it not only won’t do you any good, it can hurt your reputation.

Keep your kiosk looking good, clean, take care of blemishes, and make sure everything is working properly. Though maintenance costs are remarkably low, look at your kiosk as the consumer would. Keep it up, keep it functional and your kiosk will give you years of

life and create a lot of business for you. Features and benefits of Kiosk

Touch screen interface creates user friendly experience for people of all ages and education levels

Retail information kiosks assist users in making smarter buying decision, creating more loyal customers

Kiosks in any environment increase public awareness and save labor overhead

Printing-on-demand option for information kiosks saves preprinted forms costs

Targeted loyalty offers or special promotions improve customer service as well as increase sales.

Setting up Kiosk Business

Options for starting a cart or kiosk business include opening a permanent location in a mall and leasing a cart; buying a cart to use for outdoor events or on street corners; or renting a cart short-term.

The least expensive option is to rent [a cart] for a short time and see how it goes,

Whether you lease or buy a cart depends on your product and location. In malls, you generally lease a cart from mall management. The cost of leasing depends on the season and mall traffic volume and can get very high in a good location.

Some malls charge a percentage of your sales in addition to monthly rent.

"Kiosks start higher than carts, usually $9,000 or $10, 000," says Denise Clark, author of 

Operate Your Own Mobile Cart Vending Business. Additional start-up costs depend on your merchandise. Items such as jewelry and crystal require a greater investment than, say, hot dogs.

Carts come in many sizes and styles with varying capabilities. There are carts for specific types of food, some with refrigerators, grills, steamers--even small ovens so you can bake on location.

What sells might be completely opposite from what you thought,³ says Gerardo Gonzalez, president of Gonzalez & Associates, a Piscataway, New Jersey, company that consults on mobile merchandising and food-service start-ups.

In cart sales, location is everything. Here's your first decision: Do you want a permanent location or should you move from event to event?

With a permanent mall location, you don't have to worry about purchasing a cart, moving it or battling bad weather (unless it's an outdoor mall). You can build a clientele and predict how business will go and how much product you'll need. On the downside, rent may rise. If mall sales slump, you'll suffer. And if your product isn’t exclusive, a neighboring store could start offering the same merchandise.

Return on Kiosk Investment

Self-service kiosks reduce costs by lowering employee headcount

Improves customer retention rate

Reduced costs for basic service levels

Reduces waiting in line by customer 

Virtual sales assistant increases sales

KIOSK Information Systems has built information kiosks for a variety of companies, including those clients listed below.

Internet Kiosk for Army

Audi Hawaii

ICU Hospital Kiosk

Living Word Christian Church

Queens Hospital

New York City Transit Authority

San Diego Data Processing

University of Pittsburgh

Vans Shoes

Top 10 Kiosk Marketing Tips

 POSITION, POSITION, POSITION

Make sure your kiosk is placed in a high traffic area in your store and also near the front Entrance so people can see the kiosk from the street and as soon as they walk into your store. Make the kiosk easily accessible for your customers to use.

2 HOME ORDERING

Is your store registered for Home Ordering? In a nutshell, here’s how Photo.Teller

Home Ordering works.

You give your customers a free copy of Home Ordering software. They take it home and load it on their computer.

The customer uses the software (which is the same as the kiosk software in  your store) to select and edit their desired photos.

The customer uploads their order to  your store, or burns it to CD and sends it to your store. The customer can either pay online or when they pick up their prints from you.

You can also run promotions to your customers  that order their prints from home. For your customers, it is like having your own personal kiosk at home.

Make No Mistake (Things to be kept in Mind)

Beginning retailers make a lot of mistakes. Here are five of the biggest:

Not doing a reality check.

Do you have the temperament it takes to succeed in retail? "One of the biggest mistakes people make is thinking that retailing is going to be one way, and their experience turns out to be very different," says Daniel Butler, vice president of retail operations for the National Retail Federation in Washington,DC. "They're not realistic about the challenges." Retail is a lifestyle choice. Can you hack it? Butler suggests working part time in retail for a few months to find out before you start your business.

Failing to research surprisingly, many beginning retailers don't develop a business plan or a marketing plan. "When someone comes to me and says 'This is the research we've done, this is why we feel this product will sell and why we'll be successful in this location,' it gives me a greater comfort level [in talking further],"says Courtney Lackey, a general manager with Jones Lang LaSalle, a property management leasing company that manages rental properties.

Creating clutter.

In retail, you're branding from day one. If your product displays have no rhyme or reason, customers have no reason to stop and shop. "The biggest mistake a cart or kiosk retailer can make is putting [out] too much merchandise, “Lackey says. "

Something that's well-displayed, colorful and catches your eye attracts customers."

Competing with big-box retailers.

Face it, as an independent retailer you'll never beat Wal-Mart on price. But a lot of small retailers fall into the price trap of trying to compete with the big boys--a big mistake, says Bob Phibbs, a retail consultant in Long Beach, California. Instead, focus on your edge as a small retailer: customer service and a unique consumer experience.

Choosing the wrong location.

The rental rate may be great, but if the location doesn’t draw people, you might be in trouble even if your product is good. Where are shoppers seeking your type of product going? What types of big-box retailers complement your product and will drive traffic your way? One no-cost way to find out is by sitting in a mall and watching the traffic flow. "If you decide you want upscale people, look at where they're already shopping and how you'd get that market,"Phibbs says. "Know all these things {before} you sign leases.

Where and how it is used?

Kiosk placed inside physical store, connected to the website, integrates the physical store and website, promoting and providing access to the website.

Provides access to full selection of products, much more  than what can be stocked on the retail store shelf 

Enables customers to choose options in customizable products (computers, cars etc), thus enabling them to purchase made-to-order products

Enables implementation of loyalty programs

Enables check out at users own pace, reduces pressure on store checkout counters

EXAMPLES«

E-TICKET BOOKING THROUGH KIOSK MACHINE

Union bank of India pioneers the booking of E-ticket or ERS (Electronic Reservation Slip) of Indian Railway through UNION BANK KIOSK machine.

KIOSK AT AIRPORT TO SELL FLU MASKS

 A kiosk selling flu masks at the Chennai iairport. Airport sources said that in view of Flu threat, the Civil Aviation Ministry had decided to permit setting up of the kiosk. They would be priced at Rs.125 each.

SBI launches country’s first kiosk bank at Rajkot village is being termed as the first such initiative in the country, the State Bank of India (SBI )kiosk banking service at Mahika village of Rajkot district. This initiative is the first of its kind in the country and is considered a revolution in the Indian banking history. Kiosk banking has brought banking facilities at the doorstep of families living in the remotest of villages. It was subsequently show cased at Haripura village in Surat & now the commercial test has been launched simultaneously at19 other centers in Gujarat.

The organized food kiosk market in India at present is about Rs 800 crore and is expected to double to Rs 1,600 crore by 2015. This growth is already visible with more and more brands and entrepreneurs opting for this model in the face of rising rentals and land costs.

The advantages:* It is a highly scalable and replicable format as it does not require too much space and capital to start with. It offers high portability and flexibility in terms of location and placement

* It involves low cost and investments. Investing in a lot of kitchen equipment and elaborate seating space is not required

* It has relatively lower operational cost with limited menu and staff. The consumption of fuel, water and electricity is consequentially less than in other formats

* Barriers to entry are low as one needs basic equipment and a small place to start off.

The menu can be localised to the extent of catering to a specific locality/area within a city. For instance, a kiosk at an office complex and one near a college campus can have different offerings on the basis of customer preferences and what sells most. Kiosk concept works not only for children and youngsters, but also so-called conservative people over 50 years of age. Vegetarian and non-vegetarian is made in two separate grillers and all our staff wears gloves, so we don't compromise on hygiene and safety which is critical in this business.

Kiosks are ideal for performing repetitive functions like points tallying and redemption, and will expand further into the well-established loyalty and gift card space. Industries ranging from retail to hospitality to travel to financial services are deploying loyalty kiosks at an increasing rate. Targeted special offers work as customers enter the store and insert their cards in the kiosk, printing the coupons they’d like to use that day. Look for expanded programs and loyalty alliances developing between businesses. Bill payment has been a huge success for cell phone providers like Sprint, as customers pay their bills at an in-store kiosk, leaving sales staff free to sell products and register new customers. Look for this application soon in many other areas needing streamlined customer service.

CHALLENGES

While kiosks offer several advantages, there are certain challenges too. The major challenge is in getting the supply chain and delivery mechanism right. The food has to be delivered to the kiosks at farm-fresh quality. Maintaining quality safety standards across all outlets is tough. Stock-outs and spoilage due to improper storage are likely as there is not much scope for back-up storage in the kiosks. If this critical piece is taken care of, a business can break even in just six months and get a return-on-investment in 12 months.

Although the kiosks are made from good-quality glass and steel (there are enough fabrication manufacturers in India), one cannot avoid the effect of the rains. Also, footfalls depend on the location. So one must take advantage of high-traffic locations such as outside a petrol bunk, inside a mall, office campus IT parks, colleges or training academies.

Competition from local vendors is high especially as the latter are normally out of tax reach and enjoy the cost benefit, which ends in more competitive offerings. Even among the kiosk operators, competition is building up. Vadaa Paa has a predecessor in Goli Vadaa Pav which today has 100 kiosks in Maharashtra, Tamil Nadu and Karnataka. Cross-product competition is also building up as consumers today have various on-the-go foods to choose from – from ice-creams, salads, and soups to rolls, wraps and candies. And even sugarcane juice!

Standardization of offerings could be difficult if too much localization is done

* Maintaining quality standards in all outlets is tough

* Menu choice is very limited and variations from it may not be possible for specific customer needs

* Stock out and spoilage due to improper storage is likely as there is not much bandwidth for a backup storage facility in the kiosks

Whatever be the challenge, kiosk players stand to gain through expansion, especially through the franchise route. Petawrap, which has six kiosks in the city, is looking at 15 by the end of 2012. It is also in talks for expanding to Bangalore, Hyderabad. Vadaa Paa is looking at three more kiosks in Chennai, before moving to other Southern cities next year. It is also exploring the franchisee route of low investment. Let us have a look at the most popular kiosks formats:

Coffee kiosk franchise: With the coffee culture brewing up across the nation, the up rise of kiosks is also in full swing. Major companies like Coffee Day Xpress, Brewberrys and Gloria Jeans Coffee etc have started their coffee kiosk which has gained tremendous popularity. The key to any such venture is finding out a location that will give maximum benefits to the sales of coffee. A location where people find it convenient to drink their favourite beverage is the ideal place for setting up a kiosk. To put it simply, the larger the number of people, the greater is the opportunity for sales. Adding other items such as pastries, sandwiches etc also promote your low-costing coffee kiosk. AG Puttaraj, President, Coffee Day Xpress said, “We have more than 900 coffee kiosks presently. Other kiosk formats of fast food and other essential items also present a wide variety.” According to Puttaraj, “Area required for setting up a kiosk is two to 25 Sq meters and the investment needed is from Rs 2-5 lakhs.”

Ice-cream kiosk: Ice-cream kiosks are yet another popular category which is doing wonders in franchising. Most of the major players in this category have adopted kiosks and cartwheel formats due to their rising popularity. Kwality Walls, Baskin Robbins, Vadilal’s, Amul etc are the main names in this category. RS Sodhi, Chief General Manager,Marketing, Amul informed, “Amul has two formats under it - Amul Preferred outlet (APO) and Amul Scooping ice-cream outlets. These are in the kiosk format and we have been gaining profits by these concepts. The kiosks are helpful in promoting the brand visibility as well as developing direct contact with our customers.”  Quick service restaurant chain Nirula’s has recently launched its standalone ice-cream kiosk model. Investment needed for taking up ice-cream kiosk franchise is from Rs 5 to 7 Lakh

Chocolate kiosk: A chocolate kiosk provides the entrepreneurs with the right franchising opportunity to invest and gain benefits.  Very few chocolate kiosks can be seen till now as this is an up-coming concept but has great future prospects. Specialty chocolate bars and box has become popular with chocolate kiosks.

Candy kiosk: The first thing that catches your eyes while visiting shopping malls, are the vibrant coloured candy kiosks. These have come up recently and have become quite popular, especially among kids. Candy Treats, Sweet World etc are the main players who have launched their kiosks in prominent locations.

Juice and cookies kiosk: A kiosk in the juice as well as cookies category is also a lucrative option for aspiring franchisees. Today consumers have become very health-conscious. This awareness has led to the opening of many juice bars in the country. Similarly branded cookies are also catching up with Indian preferences. Mr. Orange is a prominent player in the juice kiosk while Cookie Man comes under the cookie section.

This appealing kiosk format has also been adopted by various other players especially in food franchise. Domino’s, Yo!China etc have also come up with their kiosk to raise their success rate. Besides the food and beverage kiosks there are other kiosks as well. Kiosks of beauty and

wellness centres are also in demand. VLCC, a well-known slimming and beauty centre has launched its kiosk-in-shop format to raise their sales.

Ideal location for kiosks

One of the factors necessary for the success of a Kiosk is the location. Some of the prominent places where kiosks are mostly visible are:

Shopping malls

Theatre Chains

Airports and railway stations

Convenience stores

Having your kiosk in any of these locations would be the best way to earn maximum profits. To conclude it can be said that kiosks are a low cost franchise business but high profit format.

Running a kiosk

All geared up to take a franchised kiosk, but wondering how to make it successful! Here are some tips to remember while running a kiosk franchise:

It is most important to select a site at a prime location, where your kiosk receives maximum visibility

It is absolutely essential to have a branded kiosk as people are attracted by the brand.

Kiosk can be managed well with a single person. Customer service is crucial for the success of the kiosk. Do not keep the customers waiting.

It is important to market and advertise about your newly opened kiosk so that people become aware of it.

Having your kiosk in any of these locations would be the best way to earn maximum profits. To conclude it can be said that kiosks are a low cost franchise business but high profit format.

Self-service and the restaurant industry

Self-order kiosks help QSRs improve customer service, expand menu options and hours of operation and increase sales.

Today’s consumers use ATMs, computerized airport check-in and automated grocery and retail checkout. They surf the Internet.They pay at the gas pump. They multitask and still ask why there aren’t more hours in a day. They demand convenience, choice and speedof service.

The National Restaurant Association’s 2007 Restaurant Industry Forecast notes that 71 percent of consumers between the ages of 18 and 24 and 64 percent of consumers between the ages of 25 and 34 — key demographic groups — would prefer to use self-service in a quick-service restaurant This data is consistent with the results of a late 2007 independent survey conducted for EMN8 that found that more than 80 percent of quick-service guests have used a self-service kiosk, or are open to trying self-service if the kiosk is available or hosted, or they otherwise are encouraged to use it.

Why? Compared to a cashier, customers find self-service can be faster, easy to use, more informative, more accurate, convenient and fun. Customers say they receive better service (“fewer attitudes”) and don’t feel rushed. When presented with an intuitive menu and vibrant graphics that allow customers to easily select products and options, customers become regular

users of self-service. An increasing number of news segments and articles acknowledge that self-service and technology spending are on the rise. Interest among quick-service and fast-casual restaurant operators appears to be strong. A 2006 Nations Restaurant News survey reported that 50 percent of quick-service operators said they would spend more on technology in 2007.The business climate certainly makes self-service technology attractive to restaurant operators. The cost of labor, energy and wholesale food prices are squeezing margins. And, in some markets, good employees are hard to find. The competition for the consumer also adds pressure on quick service and fast-casual restaurants to improve customer service, expand menu options and hours of operation and increase sales. Even in this pro-self-service environment, the NRN survey found decision makers hesitant. Their concerns: consumer acceptance cost of implementation and ease of integration into existing technology. It seems as though everyone is waiting for one large quick-service brand to break through and adopt self-service on a broad scale — lowering the risk for everyone.

QSR and fast casual

Self-service can be a perfect solution for quick-service and fast-casual restaurant owner-operators who are faced with increasing competition, higher costs and eroding margins. It allows them to increase the average check amount and improve customer satisfaction at a low cost.

“We have customers who have experienced a 15 to 25 percent increase in average check amount at the kiosk due to the presentation of options, upgrades and selectively placed suggestive cross sells,” said Madeline Pantalone, EMN8’s vice president of innovation and market strategies.“And, a December 2007 independent market study found that quick-service guests who used EMN8’s kiosk to order and pay for their food are loyal users. They like the convenience, presentation of choices using graphics and friendliness or fun factor of the solution.”

How to deploy self-service effectively

The biggest challenge to the success of self-service in QSRs and fast casuals is guest usage. Where there is usage, the return on investment makes the adoption of self-service a good business decision for the owner-operator. The key to usage is threefold. First, gain the support of the restaurant manager to make the kiosk the de facto ordering station. Integrate self-serviceinto the restaurant’s operation the counter to host multiple kiosks will generate usage and faster adoption.”

Second, provide an intuitive, engaging and fast user interface that the QSR or fast casual guest enjoys using. While the kiosk needs to be consistent with the menu board in the restaurant, the kiosk’s digital medium provides a far more robust means to promote the brand and provide options to the guests. A significant challenge in designing a user interface is achieving a balance among promoting products, providing options and speed of service. Early adaptors provided feedback leading to day part menus that automatically present an alternate menu — that doesn’t

display all the options — during burst periods. Guests who want to customize still can, but they need to seek it rather than have it automatically presented.

“The major brands spend millions of dollars to promote their brand and present their products in an appealing way,” Pantalone said. “The kiosk is an extension of that effort. The presentation of the menu, food images and fun animation all work together to engage the guest and allow him to quickly order what he wants the way he wants it. It is important to select an experienced vendor to design the user interface and to obtain guest feedback to improve it.”

NEXTEP SYSTEMS, a provider of automated ordering solutions, echoed the sentiment that interfaces are very important. Tommy Woycik, NEXTEP’s president, said he has seen many interfaces that resemble point-of-sale systems rather than a self-order solution.

“They’re clunky,” he said. “The user interface always needs to be exceptionally intuitive, no matter if it’s a deli kiosk or a buffet kiosk.”

Third, it’s important to select the right hardware.The physical kiosk has evolved so that it can be placed strategically within a restaurant floor plan without a large footprint. Early trials indicate that the less “ATM-like” and more “order station- like” the self-service point, the better. Stand-alone credit card kiosks can fill that order and are available from a large number of manufacturers.

However, most QSR restaurants have a significant percentage of cash purchases.

Early models of kiosks that accept cash have had their share of performance problems but, as manufacturers have improved the design of the components, cash kiosks have become far more reliable,

“Self-service kiosks need to be reliable,”

If the kiosks are nonoperational, this can impact the restaurant’s operation. We’ve worked with our customers, suppliers and manufacturer to design and build a very solid kiosk that supports the demanding

QSR environment and allows for multiple payment modes including cash, payment card and coupon.”

It’s also important for the self-order kiosks to be monitored remotely. Since most, if not all,

QSRs do not employ IT professionals; it’s necessary to allow the kiosks to be updated and even repaired from an off-site facility.

“When you go into a quick-service restaurant, there is grease, dust and more room for the contamination of your device,. “When you deploy in a quick-serve restaurant, you can

expect that no one there really can help your system. It has to be completely self-sufficient.”.

The Kiosk Market Today

The demand for kiosks is exploding. In 1996 approximately 21,000 kiosks were shipped in the United States; by 2003 that number is expected to increase more than twenty fold to 445,000. ("U.S. Interactive Kiosk Markets," Frost & Sullivan Report #5386-74, p. 3-7, 1997.)

Why? Because declining hardware costs and more sophisticated technologies mean kiosks can deliver a positive return-on-investment, as shown in the graph below.

Total Interactive Kiosk Market: U.S. Unit Shipment and Revenue Forecasts, 1993-2003

This white paper will acquaint you with kiosk deployment issues. After reading it, you'll be well equipped to assess the value kiosks can provide to your organization.

A Proven Technology

A kiosk consists of a touchmonitor, a computer, and perhaps a printer and credit card reader—all enclosed in a secure cabinet. Kiosks can deliver information or they can promote and sell products and services. Most kiosks are located in public places, such as stores, airports, malls, and hotel and corporate lobbies. They're also increasingly prevalent in factories and office buildings, where they afford employees access to benefits information and job postings.

While kiosks have existed since the late 1970s, it's only in the past few years that the kiosk market has taken off. The dramatic increase in kiosk activity is the result of several factors:

Reduced Hardware Costs

Declining costs of microprocessors, printers, and other computer-related kiosk components have resulted in dramatically reduced kiosk costs. For example, between 1993 and 1996, the average

price for an interactive kiosk fell by almost 50 percent (Frost & Sullivan). Because of these reduced capital outlays, companies and organizations now can anticipate a higher ROI (return on investment) from kiosk implementations.

Public Acceptance

The popularity of ATMs paved the way for widespread acceptance of kiosks. The public is more comfortable now using kiosks in a variety of settings. The use of touchscreens has enhanced the popularity of kiosks by making them operable even by people lacking computer experience.

Pervasive Networking Capabilities

In the past, the only way to update or modify a kiosk application was to reinstall software at each kiosk. Now advances in network computing make it possible to update kiosks from a centrally located computer, so it's easy to enter price changes, up-to-the-minute product availability, or new interest rates. In addition, a growing number of organizations are saving on hardware costs by installing kiosks that are "thin clients" (computers with limited processing power and storage capabilities networked to a central client/server application to control most of the kiosk operations).

Advances in Multimedia

The enhanced multimedia capabilities of personal computers have led to the development of more advanced tools for creating multimedia applications. Kiosk developers who leverage these tools reduce development costs while increasing kiosks' capabilities. Other new technologies, such as signature cards and smart cards, also have resulted in expanded kiosk solutions.

Internet Growth

Increased use of the World Wide Web has fueled the growth in kiosk installations, with many organizations installing Internet commerce kiosks that provide users with Internet access and online purchasing capabilities (see Internet commerce kiosks and Web-enabled kiosks).

How Kiosks Enhance Profitability

When considering a kiosk implementation, ask yourself these fundamental questions:

How will kiosks benefit my business or organization?

How will kiosks result in a positive ROI, either through costs savings (most often reduced personnel costs) or through increased revenues from kiosks that sell products and services.

In this section we address these questions by outlining the benefits of kiosks and the myriad ways they are currently used.

Increased Product Offerings

By providing Internet commerce access to online shopping services, kiosks let retailers expand inventory without increasing floor space. The results are increased profits per square foot and enhanced customer satisfaction.

Kiosks at REI (Recreational Equipment Incorporated) connect to the company's Web-based catalog, enabling customers to order out-of-stock merchandise as well as merchandise the store doesn't routinely stock.

At Sam's Club, cars are purchased by consumers using the Sam's Club interactive kiosk.

Quest kiosks at Price/Costco provide consumers with access to thousands of products, including electronics, cameras, and sunglasses that Price/Costco normally doesn't carry.

Expanded Storefronts

Kiosks make it possible for vendors to expand their reach—and enhance their profitability—by selling goods and services in locations other than their storefront. Such kiosks frequently are accessible 24 hours a day, seven days a week.

Airlines, movie theaters, and concert halls now have ticketing kiosks in numerous public locations, including airports, hotels, and convention centers.

Coinstar coin-counting kiosks are located in hundreds of grocery stores.

Improved Customer Service; Reduced Personnel Costs

Organizations can provide superior customer service by offering patrons access to kiosks that answer routine questions or handle routine transactions. These organizations save on personnel costs by reducing their need for sales clerks and customer service representatives. Meanwhile, those employees charged with sales and customer service functions are free to focus their attention on patrons' non-routine concerns.

Kiosks in Fidelity Investment offices provide customers with up-to-the-minute mutual fund prices and ratings.

CompUSA customers use kiosks to help configure their computer systems.

Hotel lobby kiosks provide check-in and check-out services and offer local restaurant and entertainment options.

Kiosks at auto parts stores replace paper catalogs, providing product number, product availability, and cost information.

Retailers—including Macy's, Target, Crate & Barrel, and JC Penney—use kiosks to post gift registries to let customers access a registry.

At the Super Bowl and the Special Olympics kiosks provide attendees information about the time and location of upcoming events.

Kiosks used as voting machines eliminate the need for ballot counters, cut printing costs, and reduce the time required to get final vote tallies.

Enhanced Product Promotion

Kiosks attract consumer interest and ultimately increase sales by providing product information customized to each user's interests and needs.

Movie previews at video chains like Hollywood Video and Blockbuster entice consumers into renting little-known titles.

CompuCook recipe kiosks distribute coupons that increase sales in grocery stores.

Kiosks in General Nutrition Centers offer information about hundreds of vitamins, minerals, and botanical products the centers sell. Kiosks also reduce the time it takes customers to locate products in each store.

Easier Information Access

Kiosks can dispense information 24 hours a day, seven days a week, minimizing the need for customer service personnel while increasing overall efficiency.

Kiosks at trade shows and athletic events provide attendees with maps, transportation information, and lists of popular sites for food, lodging, entertainment, and other amenities.

Many companies provide kiosks for employees to use to connect to their corporate intranet, where they can access job postings, benefits information, and company news.

In Los Angeles, GeoMatch kiosks match commuters with rideshare partners.

Government agencies rely on kiosks to dispense tax forms and job applications, post job listings, and enable individuals to order documents, such as birth certificates—all without hassle and with quick delivery.

Greater Product Customization

Kiosks that offer customized products and services increase their profitability by filling a unique market niche.

American Greetings' Create-a-Card kiosks let consumers design customized greeting cards.

Customers use Kodak photo enlargement kiosks to modify the size of photos on-the-spot.

Lee Jeans in-store kiosks ask customers to specify their measurements and style preferences. The kiosk then recommends the styles and sizes of jeans most likely to match the customer's taste.

Reduced Training Costs

A company can use kiosks to train employees or teach them about the company's products and corporate procedures. Kiosks' touch applications are easier to use than traditional computer-based training and teaching.

Kiosks in Mercedes dealerships provide extensive product information that Mercedes sales-people use throughout the course of a sale. Even though this application was developed for the Mercedes sales force, consumers use it as well.

Bechtel has installed building-site purchasing kiosks that train site managers in the company's purchasing system and serve as the system's delivery mechanism as well.

Meyer Cookware kiosks educate shoppers about product features and benefits.

Types of Kiosks

Like videos and books, kiosks are communications tools. But kiosks' interactivity and multimedia capabilities provide functionality that goes well beyond the static capabilities of other media. Based on their functions, kiosks generally fit into one or more of the following categories:

Point-of-information kiosks

Product promotion kiosks

Service or transaction kiosks

Product-dispensing kiosks

Internet Commerce kiosks

Point-of-Information Kiosks

These kiosks are used to educate or inform. Because they address routine questions, they minimize the need for on-site personnel and reduce phone calls to companies. When located in a public place, they can be accessed seven days a week, 24 hours a day.

Point-of-information kiosks tend to be the simplest kiosks to implement. They're also the most difficult to justify in terms of ROI. For this reason, informational kiosks frequently are integrated with the product promotion or service kiosks described in the next section.

Prime locations:

Shopping malls, historic sites, trade shows, hospitals, government buildings, and hotel lobbies, where they provide access to directories and maps.

Government buildings, where they provide information about municipal services, public meetings, and local events.

Factories, offices, and other places of business, where they offer employees information about benefits, job openings, and corporate policies.

Corporate lobbies, where they provide visitors an introduction to the company as well as a map showing conference rooms, rest rooms, and other building locations or campus facilities. These kiosks often are connected to a corporate Web site.

Financial institutions, where they display up-to-the-minute interest rates and stock prices.

Stores, where they replace paper catalogs.

Healthcare facilities, where they dispense health education information and display maps and directories.

Product Promotion Kiosks

Kiosks that promote products and services are a win/win proposition. Consumers receive information as well as coupons and other discounts. Manufacturers have their message delivered straight to the consumer rather than relying on the detailed product training of individual sales people. Promotional kiosks also can reduce the need for sales personnel; they sometimes are referred to as "independent in-store POS sales support."

Electronic couponing systems are the most common promotional kiosks. Manufacturers place the systems in retail outlets to increase awareness of their products. The kiosks attract consumers by offering coupons; to obtain the coupons, consumers often must respond to demographic and other questions, providing companies with valuable consumer information.

Kiosks often combine information and promotion. A kiosk in a hotel lobby, for example, might include descriptions of hotel services along with coupons and ads for neighborhood shops, restaurants, and theaters.

Prime locations:

Stores, where the kiosks are installed by manufacturers promoting their own products. In addition, stores themselves often install kiosks to promote specific services, such as a gift registry or a cake decorating service.

Hotel lobbies and malls, where they provide information while advertising local services, activities, and events.

Financial institutions, where they describe banking and other financial services.

Service Kiosks

These kiosks can provide services that are free or for-pay. In government organizations, the use of service kiosks has been driven by the public's demand for increased hours of business and shorter wait times.

Service kiosks are also gaining popularity among corporations where today's employees must choose from a dizzying array of benefits. Employees can use kiosks to enter information about their needs; the kiosk then determines the benefit package that best addresses those needs.

Prime locations:

Colleges and universities, where they're used by students to enroll in classes, access transcripts, pay tuition bills, and obtain campus maps.

Hotels and other public places, where they serve as "phone booths of the future" by providing e-mail, Internet access, and fax services. Hotel guests can also use kiosks for hotel check-in and check-out.

Corporations, where they're installed by HR departments seeking to help employees choose among benefit packages, as described above.

Government buildings, where they're used by people applying for birth certificates, reserving camp sites, or renewing drivers' licenses.

Banks, where they're used by customers applying for loans, opening accounts, or obtaining mortgage rate information. Some banks are installing kiosks that let customers communicate by video phone with a customer service representative in a remote location.

Product-Dispensing Kiosks

A product-dispensing kiosk is a store-in-a-box, a single installation that handles all the processes required to make a sale, from creating the product, to delivering the product, to receiving payment. For this reason, vending kiosks can be the most complex kiosks to implement. They also can be the most profitable.

Also known as point-of-purchase kiosks, product-dispensing kiosks minimize or eliminate the need for sales personnel. They also can expand a store's area of operation by enabling consumers to purchase items in an increased number of locations. (For example, theater-ticket–dispensing machines might be located in airports.)

Prime locations:

Theaters, museums, and transportation centers, such as train stations and airports, where they issue tickets.

Stores, where they dispense such products as customized greeting cards, gift certificates, and video rental cards.

Tourist bureaus, airports, and other public places where they sell maps. (Users are prompted to choose a destination; the kiosk then delivers a map with directions to the chosen site.)

Internet Commerce Kiosks

Kiosks that connect directly to a business Web site let consumers purchase products to be delivered to them at a later time. A store equipped with e-commerce kiosks can increase its product offerings without increasing its inventory. Clerks, meanwhile, are freed from having to order products from the catalog or from another store.

Increasingly, general-purpose Internet-access kiosks are being placed in public areas. Users who already have Internet access from home or work will use these kiosks on a convenience basis (in much the same way they use a public telephone and ATM machines today).

Prime locations:

Stores and malls, where they give consumers access to online catalogs.

Financial institutions, where they enable consumers to participate in online investment services.

Hotels, airports, and other public places, where they give the public Internet access.

Web-Enabled Kiosks

Web-enabling software transforms an existing Web site into a public-access kiosk application. Organizations that choose to make their Web sites kiosk-accessible enjoy significant savings in development costs because they need make only minor modifications—such as replacing browser controls with touch-activated control panels and buttons—to their existing application.

Web-enabled kiosks can connect directly to the Internet; they also can be accessed from a local disk. In local mode, customer data, forms, and e-mail are "faked" to disk files for later retrieval.

Common applications include:

Information dispensing services

Corporate human resources

Public-access Internet search

Hotel self-service check-in/check-out

Company intranet access

Internet commerce

Retail cataloging

Event ticketing

Airline ticketing

Gift registries

Kiosk Components

No two kiosk installations are alike. A kiosk that dispenses recipes uses different components than a kiosk that takes orders for rose bushes; both of these use different components than a kiosk that takes applications for a car loan. But regardless of their purpose, all kiosks incorporate the following core components, and additional components that depend on the kiosk's function.

Touchmonitor

A touchmonitor consists of a touch-sensitive transparent screen placed over a CRT monitor or flat panel display monitor. Pictures or text on the screen instruct users to select or "touch" an option. Touchmonitors are used in approximately 75 percent of all kiosk installations because of their ease of use, durability, and reliability (see Appendix A: Overview of Touch Technologies).

Enclosure

Whether it's a compact wall unit or a large in-store installation, every kiosk must have an enclosure—and it must be made of sturdy, durable materials designed to withstand abuse. Typically, kiosk enclosures are made of metal, but wood, plastic, or fiberglass may also be used. The kiosk location (indoor vs. outdoor, for example) and type of installation (stand-alone, wall-mounted, or tabletop) help to determine the type of enclosure that is needed.

Application Software

The kiosk's software application must attract users to the kiosk, accomplish the kiosk's stated objectives, be easy and fun to use, and incorporate built-in reporting mechanisms that provide feedback about which parts of the application are used, how long users stay at the kiosk, and other data. Many kiosk developers are using their Web site as the basis for their kiosk application (see Web-enabled kiosks).

Computer

The kiosk application's requirements determine the computer hardware requirements. At a minimum, a kiosk computer should support full-motion video, digital audio, and network connectivity.

Printer

The kind of printer a kiosk needs depends on the kiosk's function. Kiosks most often use printers to print receipts, tickets, maps, and product information.

Additional Components

The kiosk's function also determines the use of one or more additional components, such as those that follow.

Magstripe card reader for kiosks that accept credit cards.

Signature pads for kiosks that require users to complete a purchase transaction, authorize a credit card application, or simply sign a greeting card.

Coin and dollar bill acceptor for vending kiosks that deliver a product.

Video camera and telephone handset for videoconferencing kiosks that allow a person to use a handset to speak to a representative while viewing the representative's image on the kiosk monitor.

Telephone for kiosks that enable users to connect directly to a company representative.

Web-enabling software for kiosks that provide users with access to the World Wide Web

Speakers for kiosks that require sound, such as those with music-previewing applications; also sound hoods for kiosks that could disturb passersby.

Privacy screens for kiosks that require users to enter personal information.

Membrane keyboards for applications that require users to enter extensive information.

Street vendors no longer just sell hot dogs, tacos and snow cones. Today you can get anything from freshly prepared sushi rolls to grass fed organic hamburgers. Street food is having a significant impact on food culture. Professional chefs are leaving their restaurants to open their own trailers. Among them are Jerome Chang, former pastry chef at Le Cirque and now co-owner of DessertTruck in New York City, and Chef Laurent Katgley, owner of Chez Spencer, an upscale French restaurant, who operates a lunch truck which sells skewers of escargot in puffed pastry.4 Even Taco Bell has joined the fad, sending out its own fleet of taco trucks to roam the streets.6

Demographics

The biggest buyers of foods from mobile vendors are young adults and parents with children at home. Those aged 25 to 34 are the largest consumers of snacks from mobile vendors, spending an average of $ 44 a month.1

Source: Best Customers: Demographics of Consumer Demand. 2008

Many truck operators are experimenting with new flavors and cuisines not typical of street vendors in order to reach a new clientele. “Traditionally, taco trucks were very working class– janitors, secretaries, people on public transit—but now they’ve been adopted by the middle class as a legitimate way to buy and sell food. I think people under 30 want to bike and walk and take transit. These are privileged, middle-class kids. So taco trucks are targeting this group.”6

A new generation of clientele has spawned a new era of food trucks. Hot dog and taco trucks have long running traditions in big cities. However, they have never had the same “eliteness, the sense of being among the inner-circle of foodies” seen in the industry lately.6 According to Katy McLaughlin, “new technology has been a big game changer, allowing trucks to pick up and move to where customers are on short notice.”4 By using devices such as Facebook and Twitter, food trucks have created a sense of “being in the know.” Kogi BBQ, a food truck serving LA, currently has 28,000 followers on its Twitter page.”4 More food trucks have followed Kogi’s example, using Twitter, cell phone alerts, and Facebook to alert customers on their whereabouts.

Industry Overview

Food trucks, a truck converted into a mobile kitchen, are gaining wide-spread popularity for the ease in which a variety of appliance can be installed to prepare an unrestrained assortment of food. Everyday new food trucks hit the streets offering something new and unique.

Some trucks represent restaurant owners trying to make up for lost wages in recent years. Jeff Blank, owner of Hudson’s on the Bend in Austin, Texas, opened a food truck last year when revenue at the restaurant was down almost 25%. Thanks to the revenue from the lunch truck, the Mighty Cone, he has more than made up for the losses.4 Other food trucks, like Van Leeuwan Artisan Ice Cream Truck of New York, have become family legacies. Van Leeuwan has been operating for over 25 years, and has become famous for its gourmet ice cream.3

The industry has a variety of mobile operators, though over 91% of revenue for street vendors come from the sale of take-away food and drink for immediate consumption.7 A traditional street vendor cart may have 2-3 wheels and is used to sell one or two items. Drive through stands, such as a drive through espresso stand, are often located in parking lots and shopping centers and offer a wider variety of goods.7

Market Statistics

The industry is heavily concentrated in urban areas, “particularly in the central parts of large cities.“7This industry is thriving in cities such as L.A, Portland, New York, Austin and San Francisco.5 Many of these cities now have several websites dedicated to tracking mobile food trucks. According the IBISWorld, the industry is most heavily concentrated in the Far West, the Great Lakes region, the Mid East (which includes New York), and the South East.

Major Market Segments

Street locations/corners 55.0%

Other locations/venues/events 18.0%

Industrial/construction work sites 15.0%

Shopping malls 12.0%

Source: IBISWorld, Street Vendors in the US. 2008.

Not surprisingly, the majority of revenue comes from street corners and street locations. Street locations take up 55% of market revenue. This segment sees a large number of pedestrian traffic during peak business hours. Other popular locations are parking lots, construction work sites and other venues and events.7

Cost of Business

One of the great benefits of the mobile food business is low start up costs. Operators can chose to either rent or buy new equipment. Bruce Stockberger, of Stockberger Marketing Associates, advises new business owners to first rent, before purchasing.2 A fully equipped food trailer can cost well over 150,000, and can be customized to almost any specification. However, you can easily find a used one for as little as 3,000. With only a few menu items, one person can own, drive, and manage a food truck by himself. The largest cost business owner’s face is the supply of food and beverages for resale. IBISWorld estimates these purchases should make up about 27% of all business cost. The second largest cost businesses face are primarily operating costs such as such as “insurances, telecommunications, repairs and maintenance, stationary, licenses, fuel and motor vehicle costs as well as other similar

expenses.”7 These expenses make up about 26% of business costs. If help is hired, wages can cost close to 18 % of all business costs.7

Mobile kitchen and motorized mobile catering facilities have higher operating costs than push carts or trailers, but are still significantly less than that of a brick and mortar location. Given the low start up costs, low fixed and maintenance costs and low overhead costs, this industry has considerable profit potential.

There are also several advantages to the mobile food business. The work is flexible. If something is not working, if the product isn’t selling, or the location is not great, you can try something else. All you need is one great product. The majority food vendors do not boast diverse menu offerings. In fact, the majority offer one or two choices. Matt Rhodie, owner of Carpe Donut in Charlottesville, Virginia, relies on their homemade cider donuts. His advice is to “…make three items and do them well…I’m not going to have room to be Dunkin’ Donuts, so I have to stick to serving one type of doughnut, locally roasted coffee and hot mulled cider. And people love it.“5

Suggestions for Kiosk Deployment

Developing a kiosk is a multifaceted process. The following are suggestions to consider when planning your kiosk implementation.

Think ROI

When designing a kiosk installation, your return on investment should be a primary consideration. Yes, you have a great idea. Yes, your customers will love it. But how long will the installation take to pay for itself? How long can you afford to wait before getting back your initial investment? Will you achieve your ROI through savings or increased revenues?

Companies and organizations wanting to install kiosks often enter into partnerships to help defray costs. For example, Coinstar kiosks distribute coupons that are paid for by the manufacturer. An airport installing a kiosk-based directory might team up with local hotels wanting to advertise rooms. Be creative, and think in terms of alliances!

Set Realistic Schedules

Even though kiosks are a proven technology, they're not a plug-and-play commodity. Rather, implementing a kiosk can involve various stages, including alpha and beta testing, before release of the final product.

Make Software Top Priority

To be successful, a kiosk application must be intuitive, fast, and fun to use. Touchscreen Application Tips lists the prerequisites for successful touch-based kiosks.

Remember the Hardware

Kiosks consist of a software application and the numerous components—computer, printer, card reader, and video camera—that make it work. For best results, develop these components in parallel. Organizations that wait to think about hardware integration until the software is complete often find that they've run out of funding.

Use a Practical Cabinet Design

Keep these points in mind when designing the kiosk cabinet.

Ventilation:

o Are you using forced-air ventilation? If so, put your fan at the top, near the monitor's vents.

o Minimize the airborne dust from footsteps by keeping the intake away from the floor.

o Keep air from entering around the monitor face.

Sound: Remember to point your speakers in the direction of your user's ears.

Finish: Choose a finish that doesn't show fingerprints; avoid polished stainless steel, chrome, or glossy black paint.

Think Location

Kiosks should be placed in high-traffic areas that are safe, well lighted, and welcoming. If space is at a premium, consider mounting the kiosk in the wall or on a shelf. If the kiosk will be unattended, plan to design more security features into the kiosk.

Implement Incrementally

By initially installing a few kiosks in carefully selected locations you'll quickly gather information that's critical to your kiosk's success.

Track Your Users

Every kiosk application should incorporate a mechanism for tracking kiosk use. Such information is critical for assessing which portions of the application are most widely used, which products are most frequently purchased, and other aspects of kiosk use.

Consider Your Employees

When designing a kiosk, consider how it will fit in with your work force. One retailer implemented a kiosk, only to discover that the sales force was steering customers away from it. The reason? Each time a customer used the kiosk, it took away from employees' commissions!

Don't Forget Maintenance

All kiosks require ongoing maintenance. Specifically, you'll need to update the kiosk's software and keep kiosks that dispense products stocked with supplies, such as tickets or blank gift certificates. You'll also need to arrange for emergency repair and parts replacement. Such services usually are provided by kiosk vendors who contract with third-party maintenance providers.

Elo Assistance: How Can Elo Assist Me with Kiosk Implementation?

As the leading developer of touch technology, touchmonitors, and related products integral to tens of thousands of kiosks worldwide, Elo TouchSystems provides outstanding products for your kiosk implementation. Elo flagship products include IntelliTouch kiosk touchmonitors specifically designed for kiosks; Web Enabler software; and Signature Series products.

IntelliTouch High-Performance Touchscreens

Built using surface wave technology, IntelliTouch pure-glass touchmonitors are known for their clarity, resolution, and light transmission. Their scratch-resistant, vandal-proof glass surface is ideal for public-access environments, and their stable, "drift-free" operation ensures a touch response that's always accurate. Flat, spherical, and cylindrical touchmonitors are available for optimal design flexibility.

Kiosk Touchmonitors

Kiosk touchmonitor products are the industry's first sealed touchmonitors designed specifically for kiosks. With their custom-designed metal chassis, their model life is longer than that of a typical plastic-cased monitor, reducing the need to redesign kiosks around monitor changes. The 15-inch and 17-inch FST, SVGA monitors, incorporate touch systems based on IntelliTouch surface wave technology.

Web Enabler Software

Designed to enable developers to transform Web sites into touch-driven, public-access kiosk applications, Web Enabler works as an overlay to the two most popular Web browsers, Netscape Navigator and Microsoft Internet Explorer, providing the richest set of features of any touch overlay application on the market today.

Signature Series Products

This group of products enables signature capture, a necessary feature in applications that have users complete a purchase transaction, authorize a credit application or simply sign their name on a greeting card. Because the Elo Signature Series comprises four signature capture products—each based on a different technology—the series offers a solution for virtually every kiosk application, including a Signature Series touchmonitor specifically designed for kiosks.

To learn more about Elo products, 

RESEARCH METHODS

I will prefer interview and filling of questionnaire to ensure and encourage frank responses to the questions. While framing a questionnaire I will try to list a series of questions, which can provide me the needed information. For study purpose I also keep in mind the respondents understanding capacity, ability to recall the information and his experience limits. I will not include those questions, which can have misconceptions and promote non-co-operation.

SOURCE OF DATA

Source of data is classified in to two categories:

1. Primary data

2. Secondary data

PRIMARY DATA

Primary data do not exist in records and publication. The researcher has to gather primary data afresh for the specific study under taken by him. Market researchers are interested in primary data about demographic/ socio economic characteristics, attitude / opinions / interests, motivation and behavior. Three basic means of primary data:

1. Observation

2. Survey

3. Experiment

SECONDARY DATA

The data referred to those, which gathered for some other purpose and are already available in the firm initial records and commercial, trade or government publications are secondary data. Sources of secondary data

1. Published of secondary data.

2. Government publication.

3. Specialized libraries

4. General library research sources

Sample Size:

I used 50 respondents for my research report. 

METHOD OF DATA COLLECTION:

For getting the results of my research I used method which is questionnaire method that is under primary data

A questionnaire (also known as self-administered survey) is a type of statistical survey handed out in paper form usually to a specific demographic to gather information in order to provide better service or goods. The questionnaire was invented by Sir Francis Galton 

Questionnaires have advantages over some other types of surveys in that they are cheap, do not require as much effort from the questioner as verbal or telephone surveys, and often have standardized answers that make it simple to compile data. However, such standardized answers may frustrate users. Questionnaires are also sharply limited by the fact that respondents must be able to read the questions and respond to them. Thus, for some

 Demographic groups conducting a survey by questionnaire may not be practical. 

A questionnaire consists of many types of questions, like direct question, in direct question, open-ended question (free answer question), and close ended question. In this report open and close-ended questions are used. The method was discussed questioning. Each person was asked a set of question in given order and answer is limited to a list of alternative. The studies are descriptive in nature. It is connected to study the present state of affair as it exists. The open study tries to explore the system at present and report on it.

With self-storage kiosks across the United States and Canada, we now have a detailed understanding of usage patterns. About 54 percent of transactions occur during 9 a.m. to 6 p.m. The number remains consistent even when a manager is on site and available. When questioned, most managers chalk this up to customers being in a hurry and not wanting to take the time to chitchat with office staff. To consumers, self-service is faster and more convenient.

Looking more closely at the data, another trend pops out. Many new rentals are made through kiosks on Saturday morning between 5:30 a.m. and 9 a.m. This makes sense when you consider most people start their moving process on Saturday mornings by getting a truck and finding self-storage. Which would you choose: the facility that opens at 9 a.m. or the one with a self-service kiosk available anytime?

If we look at the hours of self-storage kiosk usage (see graph: “Typical Self-Storage Kiosk Hours”), they tend to parallel those of ATMs. Kiosk usage rises throughout the day, peaks about 5 p.m., and falls off as midnight approaches. Noteworthy, too, is transactions occur at all hours of the day. Some facility owners may assume anyone who rents at midnight is probably a criminal. In this way, the chart is a little misleading.

What we really find in reviewing kiosk data from the last three years is there have been exactly zerorentals between the hours of 10 p.m. and 5 a.m. Instead, typical nighttime activity entails payments by people working graveyard shifts or early hours (i.e., landscapers, construction workers and commuters). These people value the ability to make payments outside regular hours.

Access Control

Operators still concerned with midnight rentals should remember kiosks don’t control access to the property. Access codes are assigned by the management software or security system and follow policies you assign. If a customer rents a unit through the kiosk during off-access hours, you can provide them with an access code that only works during standard hours. A few facilities take an extra step and require new tenants to come back during office hours to get access codes so the manager can meet them personally.

Self-service is a growing trend in almost every business sector, including travel and retail. It makes sense that self-storage should get on the bandwagon too. Kiosks have proven to be great attractions at storage facilities across the United States and Canada. There’s a reason Public Storage, Shurgard and numerous other operators have implemented kiosks: Consumers love self-service

Why questionnaire methods has been adopted

1. It is versatile

2. Ideas related to the problem and its solution can be finding by asking the people involved in various industries.

3. Knowledge, opinions, and intention of people involved can be easily founded.

4. It is usually faster and cheaper than other methods. It involves control over the data gathering activities as compare to other method. 

Analysis

BUSINESS CASE for KIOSKS

The current boom in kiosks has been a long time coming. In hindsight, this appears to have been a good thing, as early lessons have been learned and reliability has finally become rock solid. Kiosk applications have answered business needs and branched out along with the technology, sometimes in unexpected ways. The current slump in the economy has forced every technology investment to justify itself many times over, and kiosks have developed into hybrid tools, sometimes both customer- and employee-facing. As technology costs come down and labor costs continue to rise, the role of self-service will increasingly be seen in boardrooms as a long-term solution. Customers have at last become comfortable with using technology and with serving themselves—thanks to the Internet’s paving the way as the ultimate self-serve sales floor.

Almost 70% of our survey respondents rate their kiosks as either very beneficial or vital to their businesses. Self-service technologies are becoming increasingly embedded into business operations and into common customer experiences. As they become accustomed to serving themselves, customers are beginning to expect line-busting kiosks and self-checkout options, and will gravitate toward those businesses that offer the convenience, speed, and control of self-service.

The airlines have been pioneers in this area, and continue to aggressively deploy kiosks at airports and at off-site locations like hotel lobbies, cruise ship terminals, and conference centers. Services like ticket sales, bill payment, check in and checkout can all be delivered at low cost and in large volumes by customers serving themselves.

Figure How Beneficial Are Kiosks to Your Business?

Almost 70% of our survey respondents rate their kiosks as either very beneficial or vital to their businesses. Self-service technologies are becoming increasingly embedded into business operations and into common customer experiences. As they become accustomed to serving themselves, customers are beginning to expect line-busting kiosks and self-checkout options, and will gravitate toward those businesses that offer the convenience, speed, and control of self-service.

The airlines have been pioneers in this area, and continue to aggressively deploy kiosks at airports and at off-site locations like hotel lobbies, cruise ship terminals, and conference centers. Services like ticket sales, bill payment, check in and check out can all be delivered at low cost and in large volumes by customers serving themselves.

Self-service saves money by automating repetitive processes and enabling businesses to reallocate or cut staffing. Fast food restaurants like McDonald’s and WaWa’s convenience store deli counters are installing kiosks for preordering and pre-payment, freeing up staff to fill food orders. Interestingly WaWa reports that customers perceive service to be faster when they self-order and are free to shop elsewhere in the store instead of waiting in line— although it is actually no faster for them. But speed benefits WaWa’s business by making the deli counters more efficient. “It’s not so much the time saved in taking each order as it is the fact that we now can take two to four orders at a time,” says John Cunningham, Wawa Food Markets’ director of store operations technology, of their hugely successful food ordering kiosks. “Associates were taking orders with pencil and paper and passing slips off to other workers,” he says. “We had problems with accuracy, consistency, and productivity.”

Wawa also reports increased revenues through up selling at the kiosks, where customers respond more positively to an onscreen suggestion like “Would you like a pastry with your coffee?” than they would to a counter person

Bibliography

www.thehindubusinessline.com

www.franchiseindia.com

www.global.networldalliance.com/downloads/white_papers/EMN8_MG_UPDATE_01_09.pdf