Service Quality of Self-Checkout Technology in Malaysian Hypermarket: A Case Study in Johor

The revolution of retailing has been transformed into a new era where technology and human meets. The modern retail environment offers a new kind of services to customer impressively. The purpose of this research is to examine service quality attributes on self-checkout technology and its influence on customer satisfaction and reuse intention. The survey items are adapted from previous literature, and a mall intercept survey via convenient sampling was employed. The findings from 176 data were analyzed using IBM-AMOS to test the hypotheses. Control has a positive significant result with service quality. Ease of use and enjoyment have a negative significant result with service quality while speed and reliability have an insignificant result. Service quality has a strong positive effect on customer satisfaction as well as customer satisfaction with reuse intention. Thus, retail developers could tackle the correct path to make more comprehensive strategies through retail technology innovation to meet customer demand

Factors Influencing Usage Intentions Towards a Self-service Kiosk with Biometric Authentication.

Self-service technologies have developed as helpful tools in our everyday lives while constantly being adapted to meet new challenges and requirements in today’s world. This study explores the factors influencing usage intentions towards a self-service kiosk with biometric authentication in a retail context. A quantitative study with 28 participants was conducted in a laboratory environment. Participants were asked to purchase a SIM card at a self-service kiosk. The findings revealed that convenience and relative advantage had a strong impact on usage intention. In contrast, functionality and security concerns towards biometric authentication showed no significant effects. In addition, the results indicate that usage intention affected positive word of mouth. Further analysis revealed that usage intention mediated the relationship between the significant influence factors (i.e., convenience, relative advantage) and word of mouth

Identifying the Factors influencing Self-Service Technology Usage Intention – A Meta-Analysis

Service organizations introduce self-service technologies to their customers to reduce cost and realize efficiency gains. However, for service organizations to realize such benefits, the customers must use the SSTs provided. Results from prior studies are too diverse to derive a proper set of relevant factors that must be considered in this regard. A meta-analysis was conducted and the findings of prior studies that have investigated factors influencing the customers’ intentions to use SSTs were synthesized. 13 factors directly influencing the customers’ intentions to use SSTs were identified from 26 prior studies. The meta-analysis provides the following contributions. First, SSTs must be designed and marketed according to the customers’ familiarity with their usage. Second, the resources that are required from the customers must be considered when designing SSTs. Third, customers should not be forced to use SSTs. The research findings offer practical advice on how to design and market SSTs

Why should I do it myself`? Hedonic and utilitarian motivations of customers' intention to use self-service technologies

Customer self-service technologies (SST) have been gaining increasing economic importance given their proliferation in the customer service industry. Self-service kiosks have gradually been replacing traditional service employees and their progress is expected to continue. The growing relevance of SST results in the need for companies to understand why customers are willing to use SST and which motivations drive SST adoption. Two central constructs determine a customer’s willingness to use SST, namely utilitarian and hedonic value. Thus, the aim of this paper is twofold: first, we explore the multidimensional nature of utilitarian and especially hedonic value. Second, we examine their relative importance in determining repeat use intention, depending on a customer’s prior experience with SST. We develop a research model based on means-end chain (MEC) theory. The results underline that both values positively influence repeat use intention of SST. While hedonic value is prevalent for customers with little experience, utilitarian value weights stronger for customers with more experience

Self-Service Technologies and Enterprise Social Networks – Motivations, User Roles, and Knowledge Contribution

“The digital revolution has launched a new era of human empowerment and engagement across business, society and in every aspect of our lives. Never before has there been a more powerful influence on human behavior, irrespective of country or culture, than the combined effect of digital technologies. The effects of this shift on society are tremendous,” wrote Mervyn Eyre for Forbes in 2017. She is executive vice president of Fujitsu Americas and has more than 25 years of IT experience. People of the present generation have gotten used to various kinds of digital technologies. Technology-enabled media are used more than ever to interact in the private circle as well as in the business environment. In addition, they changed the way how customers communicate with companies. The result is that people are increasingly independent and at the same time more connected than ever before. In that manner, relationships are shifted from bilateral offline interactions to network oriented digital interactions. Pervasive connectivity, information abundance, global supply chains, and social media are concepts of people’s everyday lives which have brought our society to the new digital era. Today, worldwide about 2.6 billion people use social networks such as Facebook, with estimations reaching up to 3 billion users in 2021 which elucidates the immense interconnectedness of people among themselves. In addition, the last couple of years have witnessed a rising level of consumer acceptance of self-service technologies underlining the change in interaction between customers and companies as well as the customers’ increasing independence. Taken the example of in-store purchase, people want the fastest checkout process possible, and many are taking matters into their own hands by using checkout kiosks. Online check-in for flights, mobile ticketing via smartphone, or self-checkout systems in supermarkets are just a few examples that are taken for granted in today’s interconnected and fast-paced world. In addition, the worldwide number of mobile device users has grown to 5.035 billion, with the latest billion users being added in just the last four years. That means that about two-thirds of the world’s population now use mobile devices, such as smartphones, tablets or cellphones. In particular two new digital technologies change people’s behavior and have already found their ways in people’s everyday lives: self-service technologies (SST), which change the way how people interact with companies, and enterprise social networks (ESN), which change the way how people interact with each other within companies. These powerful trends show that SST and ESN are of great interest for research and practice – and that their importance is likely to keep increasing. For this reason, this dissertation focusses on both subjects within the scope of digital technologies. First, this dissertation addresses research on SST as they have become an integral part of people’s social and economic lives and meanwhile are of undeniable importance for companies. The business opportunities SST yield for companies can lead to a competitive edge, which is why they have been gaining increasing interest in research lately. While kiosk SST, such as automated teller machines (ATM) in banking or self-checkouts in supermarkets, are already widespread in various industries, mobile service, i.e. mobile banking or ticketing via smartphone, is gaining in popularity and rapidly capturing the markets. Also organizations have recognized the potential of mobile service as it enables companies to collect valuable data on their customers, such as data on usage behavior or data through localization. Against this background, this dissertation focusses on two aspects of SST usage. First, it investigates the motivations to use SST by combining utilitarian and hedonic determinants. Second, the motivations influencing customer’s switch from kiosk SST to mobile service are analyzed as to get a more profound understanding of the drivers behind customers’ acceptance of SST. Second, this dissertation aims to contribute to research on ESN. ESN bear enormous potential for knowledge management within companies. This has been noticed by organizations and led to an increasing demand to better understand their role and impact on knowledge practices like knowledge sharing, information seeking, or expert finding. In this line of argument, there is a need to investigate different user roles in ESN usage to better understand the potential of ESN for knowledge transfer as well as the behavior of its users, especially with respect to information dissemination, contribution behavior, and knowledge exchange. Nevertheless, social networking behavior in ESN regarding employees’ knowledge practices, i.e. how users share and seek knowledge in ESN, is still widely unexplored. Yet, this is especially important with respect to ESN, as users largely differ in terms of their connectivity, their communication activity as well as their frequency, volume, and quality of user-generated content. Against this background, this dissertation investigates how users can be classified based on their knowledge exchanging behavior in ESN by proposing different approaches. It considers both – the structural perspective of the users in the network, but also the content perspective, i.e. the knowledge shared within contents – for a more comprehensive understanding of knowledge exchange within companies

Why Should I Do It Myself? Hedonic and Utilitarian Motivations of Customers\u27 Intention to Use Self-service Technologies

Customer self-service technologies (SST) have been gaining increasing economic importance given their proliferation in the customer service industry. Self-service kiosks have gradually been replacing traditional service employees and their progress is expected to continue. The growing relevance of SST results in the need for companies to understand why customers are willing to use SST and which motivations drive SST adoption. Two central constructs determine a customer’s willingness to use SST, namely utilitarian and hedonic value. Thus, the aim of this paper is twofold: first, we explore the multidimensional nature of utilitarian and especially hedonic value. Second, we examine their relative importance in determining repeat use intention, depending on a customer’s prior experience with SST. We develop a research model based on means-end chain (MEC) theory. The results underline that both values positively influence repeat use intention of SST. While hedonic value is prevalent for customers with little experience, utilitarian value weights stronger for customers with more experience

A Model of Adoption of AR-based Self-service Technologies: A two Country Comparison

Purpose This paper proposes a model that extends the technology acceptance model (TAM) by identifying factors that influence consumers' acceptance of augmented reality (AR) self-service technologies (AR-based SSTs) in the retail sector, resulting in the Augmented Reality in Retail Model (ARiR Model). Design/methodology/approach This study is based on an online questionnaire responded to by 284 makeup-using women from Nicaragua and the USA. It is based on an AR mobile app used to shop in retail stores. Partial least squares-structural equation modelling was used to validate the ARiR model and test the hypotheses. Findings Aesthetics and navigation are significant predictors of perceived usefulness and perceived ease of use (PEOU), and self-efficacy also explains perceived ease of use. Technology readiness and the need for personal interaction were not found to be influencing factors. A cross-cultural comparison indicated that both countries have similar overall attitudes towards AR-based SSTs. Research limitations/implications This paper provides insights into the perceived value of, and motives for customer acceptance of, AR-based SSTs, which can serve as guidelines for their future implementation. Furthermore, it validates and confirms the application of the proposed ARiR model for technology acceptance in both developed and developing countries. Practical implications The paper provides new insights for retailers on the implementation of AR at the point of sale. Originality/value The model extends the original TAM to AR and introduces five new constructs: need for personal interaction, aesthetics, navigation, self-efficacy and technology readiness. It was tested in both a developing and a developed country

Consumers motivations to use self-checkout

Esta dissertação de mestrado tem como objetivo compreender a motivação dos consumidores para usar a opção de self-service checkout e entender o perfil dos seus usuários. Para atingir o objetivo, foi desenvolvida uma profunda revisão da literatura e, com esses fundamentos, foi proposto um modelo. Para validar as hipóteses elaboradas, um questionário on-line foi realizado e testado com 251 participantes. Para analisar os resultados, foi criada um modelo de Partial Least Squares Structural Equation Modelling (PLS-SEM). Os resultados revelaram que os benefícios Economias de Tempo e Controlo estão positivamente correlacionados com a intenção de uso de um self-service checkout. Mas que uma característica psicológica como Necessidade de Interação representa um impacto negativo na intenção de uso. Também foi possível concluir que os consumidores mais velhos tendem a ser menos propensos ao uso de tecnologias de self-checkout. Habitualmente os self-checkouts estão mais presentes em supermercados. Contudo, estão a tornar-se numa tendência em diferentes tipos de retalho, como restaurantes, moda, lojas de desporto, beleza, entre outros. Para além da função típica de pagamento, algumas destas self-service checkouts têm funções adicionais e mais interativas. Quando bem aceites pelos consumidores e implementados corretamente, as caixas de self-checkout permitem que as empresas obtenham eficiência e reduzam custos. No entanto, embora, como regra geral, a aceitação de self-checkout esteja a aumentar, é importante ter em consideração que a implementação desta tecnologia representa: investimentos monetários, realocação de funções de funcionários, risco de roubo, e possível falta de aceitação por parte do cliente. Esta dissertação oferece informações relevantes que podem ser usadas do ponto de vista empresarial, para quem tenciona implementar ou publicitar um serviço semelhante.This master thesis aims to understand the consumers' motivation to use self-checkout and understand the profile of its users. To achieve the objective, a deep literature review was developed, and with those foundations, a model was proposed. In order to validate the designed hypotheses, an online survey was conducted and contended with 251 participants. To analyze its results, a Partial Least Squares Structural Equation Modelling (PLS-SEM) was created. The research reveals that benefits such as Time-Saving and Control are positively correlated with the Intention of Usage of a self-service technology (SST). But that a trait such as Need for Interaction represents a negative impact on the intention of usage. It was also possible to conclude that older consumers tend to be less prone to the usage of self-service technologies. Self-service checkouts were usually seen at supermarkets but are becoming a trend across different types of retails such as restaurants, fashion, sports, beauty, among others. As well as additional features, rather than the only common option to pay. When well accepted and correctly implemented, self-service checkouts allow companies to gain efficiency and reduce costs. However, even though, as a general rule, the self-service check-out acceptance by consumers, and use are increasing, it is important to take into account what the implementation of self-service technology (SST) represents: monetary investments, employee and employee's job function reallocation, risk of robbery and ultimately potential lack of customer acceptance. This paper provides important insights that can be used from a managerial point of view when thinking of implementing or advertising it an SST. Understandings of the traits of these consumers, demographics and preferences

O envolvimento do consumidor na cocriação de uma oferta disruptiva: Estudo do caso Continente Labs, à luz da experiência na comunidade online e do processo de compra em loja física

Durante a última década, o desenvolvimento de novas tecnologias tem revolucionado os modelos operacionais do setor do retalho alimentar. Apesar de existirem infinitas oportunidades criadas pelo exponencial crescimento tecnológico, tem sido cada vez mais desafiante para as empresas conseguir proporcionar experiências excecionais aos clientes. Neste contexto altamente competitivo, os retalhistas têm apostado em experiências de compra que integram ambientes tecnológicos para valorizar e personalizar a jornada do cliente, e, também, para otimizar as suas operações. Para além disso, os clientes mostram-se bastante conscientes dos seus hábitos de compra e, mais do que uma simples compra, ambicionam conectar-se às marcas. Assim, a presente investigação incide num estudo de caso sobre a experiência do consumidor na cocriação de uma nova e disruptiva marca da Sonae MC – o Continente Labs –, no qual se realizou uma análise à experiência do consumidor na comunidade online e ao processo de compra na loja física. Através de uma metodologia qualitativa de caráter exploratório, recorreu-se: à análise documental para introduzir a temática em estudo; à netnografia para analisar a participação e dinâmica do consumidor na plataforma Comunidade Labs; a duas entrevistas exploratórias a responsáveis do projeto, e observação participante aliada a entrevistas semiestruturadas (60 clientes da loja física) para compreender o processo de compra na loja do Continente Labs, explorar as motivações e investigar a satisfação do consumidor nesses ambientes tecnológicos do retalho alimentar. No que diz respeito à plataforma de cooperação do cliente no Continente Labs – a Comunidade Labs –, este estudo demonstrou o aumento da atividade nos processos de cocriação quando implementada a estratégia de angariação de clientes. Nesse sentido, através do estudo da experiência do consumidor na comunidade online e de compra na loja física, foi possível conhecer o novo processo de consumo completamente automatizado, sem caixas de pagamento, do Continente Labs, além de que foram assinaladas as principais motivações dos consumidores que contribuem para uma positiva perceção do conceito no uso desta nova e disruptiva tecnologia. Assim, conclui-se que a experiência do consumidor colaborativo em ambiente de retalho disruptivo é desenvolvida através de experiências envolventes, conectadas entre cliente e marca, e personalizadas, de forma a satisfazer os seus desejos. Por fim, sendo um estudo consequente de um projeto bastante pioneiro, depois de obtidas as conclusões, ainda foi possível propor algumas recomendações

An Interpretivist Study Of Customer Self-Service Technology Usage And Experiences In The Tourism Sector.

This study provides an interpretivist exploration of customer usage and experiences of self-service technologies (SSTs) in the tourism sector. Tourism customers are increasingly using a wide range of SSTs, for example, to make reservations online and use self-check-in and „bag and tag‟ facilities at airports. While SST research to date has provided insights into the factors affecting customer SST adoption decisions, the aim of this study is to explore customers‟ perspectives on their usage and experiences of SSTs in the tourism sector. This interpretivist study employs a two-stage qualitative methodology of short qualitative interviews with 133 participants at an international airport, followed by 32 in-depth interviews with SST users in the tourism sector. Seven motivations for SST usage are identified in this research. Whilst motivations such as convenience and access to lower prices have received some research attention, three new motivations emerge in this research, namely forced usage, eco-friendliness and empathy for other customers. In addition, customer experiences of SSTs are explored through the lens of the value-in-experience concept. This approach illustrates whether SST usage creates value for the customer (e.g. a sense of accomplishment) or destroys value (e.g. a perception of lack of control over the SST encounter). Using the theoretical lens of Service-Dominant Logic, an analysis of SST experiences indicates that customers undertake a variety of SST roles, such as that of convenience seeker, motivated worker, enforced worker and judge. Some of these roles indicate that customers are often required to use SSTs by the tourism provider, and may not be given other options (e.g. personal encounter with employees). Similarly, customers often assume the role of partial employee, by working on behalf of the tourism provider, to assist other customers who experience SST difficulties. Therefore, it is asserted that from the user‟s point of view, SST usage is often imposed upon customers, as opposed to being offered as an option, thus challenging the traditional customer-centricity of the marketing paradigm, as proposed by the Service-Dominant Logic. A key contribution of this study is the development and examination of a model of SST usage, which illustrates the complex, nuanced and often contradictory nature of a customer‟s usage and experiences. This model may facilitate marketers, managers and policy makers in planning strategic service interventions to enhance value creation in SST usage and ensure successful implementation of SSTs in the tourism sector and the wider services sector