The effect of self-checkout quality on customer satisfaction and repatronage in a retail context

Fernandes, Teresa; Pedroso, Rui

doi:10.1007/s11628-016-0302-9

Cited by 80 publications

(83 citation statements)

References 79 publications

(222 reference statements)

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“…Furthermore, they varified that high consumer satisfaction results in high consumer loyalty and greater re-purchase intentions (Keiningham, Perkins-Munn and Evans, 2003). In addition, marketing research has shown that the major reason for a consumer's decision to re-purchase a product or re-use intention is his/her level of satisfaction (Anderson and Sullivan, 1993;Kotler and Armstrong, 2010;Fernandes and Pedroso, 2016). Bhattacherjee showed empirically that the level of satisfaction with an IS is a critical factor affecting the continuous use intention of a system (Bhattacherjee, 2001b).…”

Section: Satisfaction and Continuous Use Intentionmentioning

confidence: 99%

Understanding Mobile Payment Service Continuous Use Intention: An Expectation - Confirmation Model and Inertia

2017

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Purpose: With significant interest in mobile payment service(MPS), the amount of research on MPS has increased. However, prior studies have focused on users' first use adoption of MPS. Considering the length of time that has passed since MPSs were first introduced, it has become necessary to investigate usres' continuous use intentions of MPS. Therefore, in this research, we aim to verify which factors are influensive on continuous use intention of MPS.Methodology/Approach: To achieve purpose, we adopt the expectationconfirmation model(ECM) and inertia. Also, we arranged our research in South Korea where has well developed market of MPS. We applied structural equation model to verify the hypothesis and conducted a survey on consumer who had an experiecne with MPS before. Findings:The findings of this study highlight that importance of perceived usefulness. In this research, percieved usefulness have a significant effect on satisfaction and continuous use intention. Also, our findings emphasize the significant effect of inertia on the continuous use intention of an MPS. These findings have somethig in common with previous researches.Research Limitation/implication: Because young user constitutes the majority of the respondents, generalizing the finding to individuals of all ages is difficult. Further, we only colledcted sample data form MPS usres in South Korea. Consumer perceptions and therir effects on intention may differ from culture to culture. The robustness of these results may be enhanced by replicating the study across various cultures and multiple consumer age groups. Also, because the previous study which is verifying effect of ECM on MPS is scant, theoretical basis seemed not that much robust. On this study, we struggle to build relationship adapting Inforamtion System (IS) context to MPS environment. On the further study, we expect additional reseraches which are using ECM on various IS environment. 79Originality/Value of paper: This paper is an early research verfiying influencial factors on continuous use intention of MPS. This attempts and research of findings enable to offer timely advice to manager of MPS. Also, we struggle to apply concept of inertia to MPS environment to reflect more actual behavior of consumers. Category: Research paper

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Section: Satisfaction and Continuous Use Intentionmentioning

confidence: 99%

Understanding Mobile Payment Service Continuous Use Intention: An Expectation - Confirmation Model and Inertia

2017

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“…Source The top-up vending machine is easy to use [9,73] Using top-up vending machine is clear and [9,73] understandable The top-up vending machine does not take [74] much effort…”

Section: Perceived Ease Of Use Itemmentioning

confidence: 99%

An integration of TAM with usage barriers and ability to understand consumers intention to use SSTs

Tongnamtiang

Leelasantitham

2020

ECTI-CIT

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This study examined the factors that influence consumers acceptance and use of self-service technology by integrating a ground theory model such as the technology acceptance model and the theory of innovation adoption. The variables that affect consumers attitudes and intentions were investigated. This included perceived usefulness, perceived ease of use, relative advantage, complexity, and knowledge. Further, the variables from the resistance theory, which consist of usage barriers and ability, were investigated. Interviews and surveys were conducted with two business operators that provide TVM services. Eight hundred online and offline consumers who experienced the TVMs were selected as a sample. The research model of this study was developed, and the correlations between the variables analyzed, using structural equation modeling. Our results confirm that the factors such as relative advantage, knowledge, perceived usefulness and perceived ease of use positively affected the attitude and intention toward using the TVM. Factors such as usage barriers and complexity negatively impacted the intention to use the topup machine. These results can be used as baseline data for developing or designing self-service technology. Entrepreneurs should consider these factors to make technology continue to be recognized and encourage in the use of self-service technology.

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“…Retailers increasingly implement checkout terminals in their physical retail environments, which allow customers to quickly scan and pay for products on their own instead of queuing at the cashier desk [7,9,20]. In addition to the speed advantage, researchers involve further attributes to determine the perceived service quality of self-checkouts [23,37]. These attributes include the ease of use, reliability, fun/entertainment, and perceived control.…”

Section: Interactive Technologies and Their Impact On Customer Experimentioning

confidence: 99%

“…Another approach to measuring the service quality of self-checkout systems is to use standard scales, such as the SSTQUAL [22], which consists of seven dimensions (functionality, enjoyment, security, assurance, design, convenience, and customization). Reliability (individual and as a part of functionality) has been identified as a main [22] and even the most important [23,37] driver of the customer's perceived service quality of selfservice checkout technologies. Consequently, service quality positively influences customer loyalty [22], purchase intention [37], intention to reuse [9,38], and repatronage intention [23], directly as well as through the mediating effect of customer satisfaction.…”

Section: Interactive Technologies and Their Impact On Customer Experimentioning

confidence: 99%

“…Human-computer interaction is intensively discussed in the literature of retailing, consumer services, business, and information systems. However, empirical findings are limited considering the impact of interactive technologies in physical retail stores on the customer's experience and its consequences, such as customer satisfaction [7,10,14,20,21], loyalty [22], intention to reuse [9], (re)patronage [10,14,[23][24][25], word-of-mouth [26], and purchase intention [27]. In consideration of these criteria, this paper presents a systematic literature review based on 15 identified empirical studies.…”

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confidence: 99%

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Human-Computer Interaction in Physical Retail Environments and the Impact on Customer Experience: Systematic Literature Review and Research Agenda

Obermeier

Auinger

2019

HCI in Business, Government and Organizations. eCommerce and Consumer Behavior

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Shopping in the traditional retail environment is increasingly being influenced by technologies enabling human-computer interaction. Scientists, as well as retailers, are interested in examining the effects of interactive in-store technologies on customer behavior. An abundance of researchers have examined customer acceptance of interactive technologies, but little is known about its effects on the customer's experience and its consequences, such as satisfaction, loyalty, and purchase intention. Following the guidelines for a systematic literature review, this article gives an overview of empirical studies conducted on interactive technologies in traditional brick-and-mortar retail stores. Based on that review, this paper provides a research agenda for future work on interactive in-store technologies and their impact on customer experience and suggests possible research methods for empirical studies in the field of human-computer interaction.

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The effect of self-checkout quality on customer satisfaction and repatronage in a retail context

Cited by 80 publications

References 79 publications

Understanding Mobile Payment Service Continuous Use Intention: An Expectation - Confirmation Model and Inertia

Understanding Mobile Payment Service Continuous Use Intention: An Expectation - Confirmation Model and Inertia

An integration of TAM with usage barriers and ability to understand consumers intention to use SSTs

Human-Computer Interaction in Physical Retail Environments and the Impact on Customer Experience: Systematic Literature Review and Research Agenda

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