Does service quality of self-checkout technology improve purchasing intention in Malaysia retail industry?

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

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 stu...

Self-Service Technology in Retailing. The Case of Retail Kiosks

Retailers are adopting self-service technologies (SSTs) to improve the quality of service. Self-service technologies indicate any technological application, but the most typical SST is interactive kiosks which refer to computer workstations for public access. Kiosks have widely been used for banking (ATM) and airline checkins. Now kiosks are shown in diverse retail sectors, including food servi...

The Adoption of Retail Self-Service Checkout Systems - An Empirical Study Examining the Link between Intention to Use and Actual Use

Objectives of the study Self-service technologies (SSTs) are becoming increasingly essential drivers of business success. A large-scale utilization tends to be a prerequisite for a successful information technology (IT) investment. This study investigates the determinants of technology adoption in the case of selfservice checkouts (SCOs) in Finnish grocery stores. The objectives are to confirm ...

The Direct Drivers of Ethnocentric Consumer, Intention and Actual Purchasing Behavior in Malaysia

The Malaysian government had consistently revived its campaign for “Buy Malaysian Goods” from time to time. The purpose of the campaign is to remind consumers to be ethnocentric and patriotic when purchasing product and services. This is necessary to ensure high demand for local products and services compared to foreign products. However, the decline of domestic investment in 2012 has triggered...

Retail Service Quality and Service Recovery Quality: A Comparison Between Small and Large Retail Stores