Publicação
Understanding consumer adoption of self-service checkouts and future retail technologies
| Resumo: | This dissertation examines which factors drive consumers’ continuance intention to use supermarket self-service checkouts (SSCs) and whether these evaluations translate into openness to future in-store technologies such as mobile scan-and-go and checkout-free stores. This study is based on the Technology Acceptance Model and research on self-service technologies and integrates perceived usefulness, perceived ease of use, trust, satisfaction and experience with SSCs. Data were collected through an online survey (N = 101). After data screening, reliability assessment, and exploratory factor analysis, hypotheses were tested with multiple regression (N = 99 after removing two multivariate outliers). The findings show that perceived usefulness and trust are strong positive predictors of continuance intention. Perceived ease of use does not explain any additional variance when usefulness and trust are also considered. Openness to future retail technologies is primarily explained by satisfaction with SSCs. Although experience with SSCs is associated with openness at the bivariate level, it has no significant unique effect when satisfaction is also included. Overall, the results suggest that consumers use their SSC evaluations as a reference point: a reliable and satisfactory checkout experience encourages continued use and readiness to adopt more advanced formats. For retailers, this implies that it is important to strengthen the reliability of the system, perceived security, and consistent service quality, rather than focusing solely on usability or trial. |
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| Autores principais: | Achter, Natalie |
| Assunto: | Self-service checkouts (SSCs) Continuance intention Technology acceptance model (TAM) Trust Satisfaction Future retail technologies Caixas de autoatendimento Intenção de continuidade Modelo de aceitação da tecnologia Confiança Satisfação Tecnologias de retalho futuras |
| Ano: | 2026 |
| País: | Portugal |
| Tipo de documento: | dissertação de mestrado |
| Tipo de acesso: | acesso aberto |
| Instituição associada: | Universidade Católica Portuguesa |
| Idioma: | inglês |
| Origem: | Veritati - Repositório Institucional da Universidade Católica Portuguesa |
| Resumo: | This dissertation examines which factors drive consumers’ continuance intention to use supermarket self-service checkouts (SSCs) and whether these evaluations translate into openness to future in-store technologies such as mobile scan-and-go and checkout-free stores. This study is based on the Technology Acceptance Model and research on self-service technologies and integrates perceived usefulness, perceived ease of use, trust, satisfaction and experience with SSCs. Data were collected through an online survey (N = 101). After data screening, reliability assessment, and exploratory factor analysis, hypotheses were tested with multiple regression (N = 99 after removing two multivariate outliers). The findings show that perceived usefulness and trust are strong positive predictors of continuance intention. Perceived ease of use does not explain any additional variance when usefulness and trust are also considered. Openness to future retail technologies is primarily explained by satisfaction with SSCs. Although experience with SSCs is associated with openness at the bivariate level, it has no significant unique effect when satisfaction is also included. Overall, the results suggest that consumers use their SSC evaluations as a reference point: a reliable and satisfactory checkout experience encourages continued use and readiness to adopt more advanced formats. For retailers, this implies that it is important to strengthen the reliability of the system, perceived security, and consistent service quality, rather than focusing solely on usability or trial. |
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