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The Effect of Self-Checkout on Customer Satisfaction and Repatronage in a Retail Context
| Content Provider | Semantic Scholar |
|---|---|
| Copyright Year | 2014 |
| Abstract | Self-checkout is being tested by retailers across the world. However, limited research focused on factors that influence the use of this technology in supermarket customers and its consequences. Our study investigates the reasons why consumers use automatic cash registers (i.e. self-checkout) in a retail outlet, and the influence that self-checkout attributes have on satisfaction and repurchase intention. A large Portuguese supermarket chain offering self-checkout was chosen for this study. A causal model was developed in order to determine the relationship between self-service attributes, satisfaction and repatronage. The empirical results support our conceptual framework and findings of previous literature. |
| File Format | PDF HTM / HTML |
| Alternate Webpage(s) | https://repositorio-aberto.up.pt/bitstream/10216/72133/2/51619.1.pdf |
| Language | English |
| Access Restriction | Open |
| Content Type | Text |
| Resource Type | Article |
