IDEAS home Printed from https://ideas.repec.org/a/bcp/journl/v8y2024i10p2718-2728.html
   My bibliography  Save this article

The Impact of Self-Checkout Technology Service Quality on Customer Satisfaction in Retail Sector

Author

Listed:
  • Murzidah Ahmad Murad

    (Universiti Teknkal Malaysia Melaka, Malaysia)

  • Nur Fara Aina Mohd Fitri

    (Universiti Teknkal Malaysia Melaka, Malaysia)

  • Atikah Saadah Selamat

    (Universiti Teknkal Malaysia Melaka, Malaysia)

  • Hafini Suhana Ithnin

    (Universiti Teknkal Malaysia Melaka, Malaysia)

Abstract

The rise of self-checkout technology has significantly transformed the retail landscape, offering customers enhanced autonomy and convenience. However, the effectiveness of these systems in driving customer satisfaction depends on key self-checkout technology service quality factors such as speed of service, technology usability, shorter queues, and overall customer experience. Despite the widespread adoption of self-checkout systems, there is limited understanding of how specific service quality factors influence customer satisfaction. Issues such as slow response times, technical malfunctions, and lack of support often hinder the customer experience, which calls for a detailed examination of these factors to improve service quality. The study aims to (1) identify the relationship between self-checkout technology service quality and customer satisfaction and (2) determine the most significant factors that affect customer satisfaction in retail environments. A quantitative research approach was employed, and data was collected through structured questionnaires at the selected supermarket in Malaysia. The data was analyzed using multiple regression analysis to determine the relationship between service quality dimensions and customer satisfaction. The analysis revealed that customer experience was the most significant factor affecting satisfaction, followed by shorter queues, speed of service, and technology. Positive experiences with the system contributed most to higher satisfaction levels, while delays or technical malfunctions negatively impacted satisfaction. The study concludes that improving the customer experience and minimizing queues are crucial to enhancing satisfaction with self-checkout systems. Retailers should design intuitive, user-friendly systems to increase customer retention and satisfaction. These findings provide valuable insights for improving self-checkout systems in retail, promoting greater customer loyalty and operational efficiency.

Suggested Citation

  • Murzidah Ahmad Murad & Nur Fara Aina Mohd Fitri & Atikah Saadah Selamat & Hafini Suhana Ithnin, 2024. "The Impact of Self-Checkout Technology Service Quality on Customer Satisfaction in Retail Sector," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 8(10), pages 2718-2728, October.
    • Handle: RePEc:bcp:journl:v:8:y:2024:i:10:p:2718-2728
    as

    Download full text from publisher

    File URL: https://www.rsisinternational.org/journals/ijriss/Digital-Library/volume-8-issue-10/2718-2728.pdf
    Download Restriction: no
    File URL: https://rsisinternational.org/journals/ijriss/articles/the-impact-of-self-checkout-technology-service-quality-on-customer-satisfaction-in-retail-sector/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Farzad Safaeimanesh & Hasan Kılıç & Habib Alipour & Shahrzad Safaeimanesh, 2021. "Self-Service Technologies (SSTs)—The Next Frontier in Service Excellence: Implications for Tourism Industry," Sustainability, MDPI, vol. 13(5), pages 1-21, March.
    2. Sharma, Piyush & Ueno, Akiko & Kingshott, Russel, 2021. "Self-service technology in supermarkets – Do frontline staff still matter?," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
    3. Nathalie Demoulin & Souad Djelassi, 2016. "An integrated model of self-service technology (SST) usage in a retail context," Post-Print hal-01563001, HAL.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Park, JungKun & Ahn, Jiseon & Thavisay, Toulany & Ren, Tianbao, 2019. "Examining the role of anxiety and social influence in multi-benefits of mobile payment service," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 140-149.
    2. Gong, Taeshik & Wang, Chen-Ya & Lee, Kangcheol, 2022. "Effects of characteristics of in-store retail technology on customer citizenship behavior," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    3. Sharma, Piyush & Ueno, Akiko & Kingshott, Russel, 2021. "Self-service technology in supermarkets – Do frontline staff still matter?," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
    4. Bailey, Ainsworth Anthony & Bonifield, Carolyn M. & Arias, Alejandro, 2018. "Social media use by young Latin American consumers: An exploration," Journal of Retailing and Consumer Services, Elsevier, vol. 43(C), pages 10-19.
    5. Szabó-Szentgróti Eszter & Rámháp Szabolcs & Kézai Petra Kinga, 2023. "Systematic Review of Cashierless Stores (Just Walk Out Stores) Revolutionizing The Retail," Management & Marketing, Sciendo, vol. 18(s1), pages 427-448, December.
    6. Chen, Ching-Fu & White, Christopher & Hsieh, Yi-En, 2020. "The role of consumer participation readiness in automated parcel station usage intentions," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
    7. Tueanrat, Yanika & Papagiannidis, Savvas & Alamanos, Eleftherios, 2021. "A conceptual framework of the antecedents of customer journey satisfaction in omnichannel retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
    8. Tonder, Estelle van & Saunders, Stephen Graham & Lisita, Inonge Theresa & de Beer, Leon Tielman, 2018. "The importance of customer citizenship behaviour in the modern retail environment: Introducing and testing a social exchange model," Journal of Retailing and Consumer Services, Elsevier, vol. 45(C), pages 92-102.
    9. Massilva Dekkal & Manon Arcand & Sandrine Prom Tep & Lova Rajaobelina & Line Ricard, 2024. "Factors affecting user trust and intention in adopting chatbots: the moderating role of technology anxiety in insurtech," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 29(3), pages 699-728, September.
    10. Luis Cárdenas & Cristóbal Fernández-Robin & Diego Yáñez, 2023. "Influence of Social and Emotional Factors on the Intention to Use Instagram Stories," SAGE Open, , vol. 13(3), pages 21582440231, August.
    11. Jin-Kyu Kim & Jae-Jang Yang & Yong-Ki Lee, 2023. "How Do Self-Service Kiosks Improve COVID-19 Pandemic Resilience in the Restaurant Industry?," Sustainability, MDPI, vol. 15(13), pages 1-21, June.
    12. Lagorio, Alexandra & Pinto, Roberto, 2021. "Food and grocery retail logistics issues: A systematic literature review," Research in Transportation Economics, Elsevier, vol. 87(C).
    13. Cheolho Yoon & Byongcheon Choi, 2020. "Role of Situational Dependence in the Use of Self-Service Technology," Sustainability, MDPI, vol. 12(11), pages 1-11, June.
    14. Badra Sandamali Galdolage, 2021. "Barriers for Entering the Digital World: Exploring Customer Value Co-destruction in Self-Service Technologies," FIIB Business Review, , vol. 10(3), pages 276-289, September.
    15. Benjamin Barann & Jan H. Betzing & Marco Niemann & Benedikt Hoffmeister & Jörg Becker, 2022. "Exploring customers’ likeliness to use e-service touchpoints in brick and mortar retail," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(2), pages 523-545, June.
    16. Sanchit Pawar & Asle Fagerstrøm & Valdimar Sigurdsson, 2020. "An Explorative Study of How Visceral States Influence the Relationship between Social Proof Heuristics and Donation Behavior When Consumers Are Using Self-Service Kiosks," Sustainability, MDPI, vol. 12(22), pages 1-12, November.
    17. Jiang, Yi & Lai, Po-Lin & Yang, Ching-Chiao & Wang, Xinchen, 2023. "Exploring the factors that drive consumers to use contactless delivery services in the context of the continued COVID-19 pandemic," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    18. Radka Bauerová & Martin Klepek, 2018. "Technology Acceptance as a Determinant of Online Grocery Shopping Adoption," Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis, Mendel University Press, vol. 66(3), pages 737-746.
    19. Asante, Daniel & Tang, Chunyong & Kwamega, Michael & Asante, Eric Adom, 2022. "In pursuit of service encounter quality: Will service-oriented high-performance work systems benefit high-contact service industries?," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
    20. Gouthier, Matthias & Nennstiel, Carina & Kern, Nora & Groß, Sebastian, 2022. "Easygoing Shopping – Customer Acceptance of the 'Just Walk Out' Technology in the German Retail Market," Marketing Review St.Gallen, Universität St.Gallen, Institut für Marketing und Customer Insight, vol. 39(5), pages 36-45.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:bcp:journl:v:8:y:2024:i:10:p:2718-2728. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Dr. Pawan Verma (email available below). General contact details of provider: https://rsisinternational.org/journals/ijriss/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.