Development of a methodology for assessing the level of digital maturity of restaurant businesses
The process of digitalization of the economy is a natural stage of evolutionary changes due to the dynamic development of information and communication technologies. The development of digital technologies and innovative solutions is radically transforming the methods of doing business, especially in the service sector. Recognizing the importance and prospects of digital transformation, the management of organizations strives for its rapid implementation. Approaches to implementing digital changes vary depending on the depth of integration of technologies into business processes and the extent of their use. In this context, it is especially important to study the level of digital maturity, which characterizes the level of readiness of enterprises for digital transformation. The currently presented methods for assessing the digital maturity of enterprises are rare, and are also not adapted for restaurant business enterprises, which increases the relevance of such a study. The purpose of the article is to study the existing methodological groundwork in assessing the digital maturity of businesses, to identify the features of assessing the digital maturity of restaurant businesses and to develop an appropriate methodology for their assessment. The research methods used are bibliographic analysis of literature, as well as a systems approach and descriptive statistics. The results of the study showed that the digital transformation of restaurant businesses should be based on the use of a value-oriented approach aimed at ensuring the ability of the enterprise's management and its personnel to quickly recognize the needs of potential and current customers, optimize business processes based on the collected data, and understand the relationship between positive customer experience and the company's activities. An important area of digital transformation that can meet customer needs for the provision of the required volume of services in a digital format is the assessment of the digital maturity of enterprises. It was found that the methods for assessing digital maturity presented in the academic literature rather assess the level of use of digital technologies in comparison with other companies or industries and do not allow to assess the quality and the degree of achievement of the digital transformation goals and objectives formulated by the company's management, to assess the level of readiness for digital transformation, to assess the achievement of key performance indicators of the digital transformation strategy. In this regard, the main elements of forming a methodology for assessing the digital maturity of a restaurant business organization using KPIs are proposed, which make it possible to identify bottlenecks in the digital transformation of business processes that directly or indirectly affect the satisfaction of customer needs.
Lyashkov, A. V. and Anisimov, Al. Yu. (2025), “Development of a methodology for assessing the level of digital maturity of restaurant businesses”, Research Result. Business and Service Technologies, 11 (1), pp. 70-84. DOI: 10.18413/2408-9346-2025-11-1-0-5
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