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

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  • Teresa Fernandes

    (University of Porto)

  • Rui Pedroso

    (University of Porto)

Abstract

Self-service technologies (SSTs) are defined as technological interfaces that enable customers to produce a service without direct employee involvement. Among various SSTs, self-checkouts are being tested by grocery stores across the world. However, while most studies focus on SST adoption, there is limited research on its impact on service quality, customer satisfaction, and retention. Our study investigates consumers’ assessments of self-checkout in a retail outlet, and its influence on post-usage intentions. The study presents a causal model in order to determine (i) whether consumers evaluate service quality for self-checkout based on five different attributes: speed, ease-of-use, control, reliability, and enjoyment; (ii) whether the evaluation of service quality differs according to demographics and usage frequency; and finally (iii) if service quality delivered by self-checkout relates to overall customer satisfaction and retail patronage. We conclude that successful use of self-checkout may "tie" consumers to a provider, representing a feature that differentiates a retailer from competitors.

Suggested Citation

  • Teresa Fernandes & Rui Pedroso, 2017. "The effect of self-checkout quality on customer satisfaction and repatronage in a retail context," Service Business, Springer;Pan-Pacific Business Association, vol. 11(1), pages 69-92, March.
    • Handle: RePEc:spr:svcbiz:v:11:y:2017:i:1:d:10.1007_s11628-016-0302-9
    DOI: 10.1007/s11628-016-0302-9
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    References listed on IDEAS

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    2. Aleksandar Brzakovic & Tomislav Brzakovic & Darjan Karabasevic & Gabrijela Popovic, 2021. "Empirical Analysis of the Influence of Digital Marketing Elements on Service Quality Variables in the Small- and Medium-Sized Enterprises Sector in the Republic of Serbia," Sustainability, MDPI, vol. 13(18), pages 1-17, September.
    3. Yang-Fei Tai & Yi-Chieh Wang & Ching-Ching Luo, 2021. "Technology- or human-related service innovation? Enhancing customer satisfaction, delight, and loyalty in the hospitality industry," Service Business, Springer;Pan-Pacific Business Association, vol. 15(4), pages 667-694, December.
    4. Lu, Hsi-Peng & Cheng, Hsiang-Ling & Tzou, Jen-Chuen & Chen, Chiao-Shan, 2023. "Technology roadmap of AI applications in the retail industry," Technological Forecasting and Social Change, Elsevier, vol. 195(C).
    5. Fernandes, Teresa & Oliveira, Elisabete, 2021. "Understanding consumers’ acceptance of automated technologies in service encounters: Drivers of digital voice assistants adoption," Journal of Business Research, Elsevier, vol. 122(C), pages 180-191.
    6. Hyeon Mo Jeon & Hye Jin Sung & Hyun Young Kim, 2020. "Customers’ acceptance intention of self-service technology of restaurant industry: expanding UTAUT with perceived risk and innovativeness," Service Business, Springer;Pan-Pacific Business Association, vol. 14(4), pages 533-551, December.
    7. Alexander, Bethan & Kent, Anthony, 2022. "Change in technology-enabled omnichannel customer experiences in-store," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    8. Michela C. Mason & Francesco Massara & Francesco Raggiotto, 2022. "An analysis of the relationships between human, technological and physical factors in the retail banking sector," Italian Journal of Marketing, Springer, vol. 2022(2), pages 249-266, June.
    9. 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.
    10. 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).
    11. Neel Das & Lubna Nafees & Unal O. Boya & Anindita Das, 2024. "Is roundup donation request always preferred: a case for checkout charity," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 21(3), pages 645-658, September.
    12. Pallikkara Vinish & Pinto Prakash & Thonse Hawaldar Iqbal, 2024. "Navigating waiting situations at retail checkouts: associated emotional discomfort and its impact on shopping satisfaction," Management & Marketing, Sciendo, vol. 19(2), pages 256-274.

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