• Mr. Anup R. Kharkar
• Dr. Anil Sontakke

This paper aims at analyzing the current trends within the quick-service restaurant (QSR) industry mainly driven by technology in regard to the customers’ experience. Now it is easy to identify what new technologies such as digital ordering, mobile payments, AI-based personalization, and contactless services have become a norm in the heart of the Indian city, Pune with a vibrant and an evolving food culture. This paper seeks to establish the impact of these technological advancements to customer perception, satisfaction, and Made in Pune’s QSR segment. Survey data are used to gather quantitative data while interviews are the method used to get qualitative data. A generally benign consumer attitude toward technology expansion is established with customers particularly recognizing such positive effects as convenience, efficiency, and customization. Nonetheless, some patrons reduce human interaction, become privy to their orders, and are easily disappointed particularly older customers. The study also emphasizes that for QSR businesses to address the increasing digitization whilst maintaining customer consideration and individualized attention. It also supports the call for relaxed adoption of hybrid service delivery systems, which could serve to meet the needs of different demographic customers as a way of ensuring they remain loyal to the firm’s services. Future research could extend the analysis of the relationship between existing technologies and the customers’ loyalty over a longer period, also including the comparison between the responses, of the same Technologies, in different regions of India.

Customer perceptions, Technology-driven QSR, Pune, Customer loyalty, Digital convenience.

"Customer Perceptions of Technology-Driven Enhancements in Pune's QSR Industry", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.11, Issue 11, page no.b649-b658, November-2024, Available :http://www.jetir.org/papers/JETIR2411183.pdf

"Customer Perceptions of Technology-Driven Enhancements in Pune's QSR Industry", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.11, Issue 11, page no. ppb649-b658, November-2024, Available at : http://www.jetir.org/papers/JETIR2411183.pdf