Factors affecting continuous user intention of Self-Service checkout systems in hypermarkets in Malaysia

Self-service technologies (SSTs) are increasingly being used in hypermarkets around the world to reduce operation costs, improve productivity and enhance the customer shopping experience. self-service checkout system has become popular in North America, South America, and Europe, and has begun to mo...

Full description

Saved in:

Bibliographic Details
Main Author:	Zhang, Meng Yao
Format:	Thesis
Published:	2023
Subjects:	T Technology (General)
Tags:	Add Tag No Tags, Be the first to tag this record!

id	my-mmu-ep.12075
record_format	uketd_dc
spelling	my-mmu-ep.120752024-02-07T06:59:06Z Factors affecting continuous user intention of Self-Service checkout systems in hypermarkets in Malaysia 2023-06 Zhang, Meng Yao T Technology (General) Self-service technologies (SSTs) are increasingly being used in hypermarkets around the world to reduce operation costs, improve productivity and enhance the customer shopping experience. self-service checkout system has become popular in North America, South America, and Europe, and has begun to move to Asia. However, in Malaysia, not all hypermarkets are using self-service checkout system to realize self-service technologies leap, and there is still a lack of exploration of the application of self-service checkout systems in hypermarkets. Few studies have shown what makes customers satisfied with self-service checkout systems and continue to use them. Hence, the goal of this research is to investigate the key factors that influence customers’ continuance use intention of self-service checkout system in hypermarkets. This research lays out an experimental exploration model in light of the extended unified theory of acceptance and use of technology (UTAUT2) and expectation confirmation model (ECM). The research structure depends on ten constructs which are performance expectancy, confirmation, hedonic motivation, trust, satisfaction, social influence, habit, facilitating condition, effort expectancy and continuance use intention. The data for this research have been collected from hypermarket shoppers who have just used self-service checkout system as respondents. A total of 400 questionnaires have been analyzed by Statistical Product and Service Solutions (SPSS) and Partial Least Squares Structural Equation Modeling (PLS-SEM). The research observed that the main drivers of self-service checkout system's continuous use intention are satisfaction, habit, social influence and performance expectancy. This research is not only integrating the UTAUT2 and ECM, but also enriches the theoretical perspective of self-service checkout system at hypermarket in Malaysia. It also provides valuable suggestions for Malaysian hypermarket players to formulate future development operation strategies based on customers’ perspective. 2023-06 Thesis http://shdl.mmu.edu.my/12075/ http://erep.mmu.edu.my/ phd doctoral Multimedia University Faculty of Management (FOM) EREP ID: 11757
institution	Multimedia University
collection	MMU Institutional Repository
topic	T Technology (General)
spellingShingle	T Technology (General) Zhang, Meng Yao Factors affecting continuous user intention of Self-Service checkout systems in hypermarkets in Malaysia
description	Self-service technologies (SSTs) are increasingly being used in hypermarkets around the world to reduce operation costs, improve productivity and enhance the customer shopping experience. self-service checkout system has become popular in North America, South America, and Europe, and has begun to move to Asia. However, in Malaysia, not all hypermarkets are using self-service checkout system to realize self-service technologies leap, and there is still a lack of exploration of the application of self-service checkout systems in hypermarkets. Few studies have shown what makes customers satisfied with self-service checkout systems and continue to use them. Hence, the goal of this research is to investigate the key factors that influence customers’ continuance use intention of self-service checkout system in hypermarkets. This research lays out an experimental exploration model in light of the extended unified theory of acceptance and use of technology (UTAUT2) and expectation confirmation model (ECM). The research structure depends on ten constructs which are performance expectancy, confirmation, hedonic motivation, trust, satisfaction, social influence, habit, facilitating condition, effort expectancy and continuance use intention. The data for this research have been collected from hypermarket shoppers who have just used self-service checkout system as respondents. A total of 400 questionnaires have been analyzed by Statistical Product and Service Solutions (SPSS) and Partial Least Squares Structural Equation Modeling (PLS-SEM). The research observed that the main drivers of self-service checkout system's continuous use intention are satisfaction, habit, social influence and performance expectancy. This research is not only integrating the UTAUT2 and ECM, but also enriches the theoretical perspective of self-service checkout system at hypermarket in Malaysia. It also provides valuable suggestions for Malaysian hypermarket players to formulate future development operation strategies based on customers’ perspective.
format	Thesis
qualification_name	Doctor of Philosophy (PhD.)
qualification_level	Doctorate
author	Zhang, Meng Yao
author_facet	Zhang, Meng Yao
author_sort	Zhang, Meng Yao
title	Factors affecting continuous user intention of Self-Service checkout systems in hypermarkets in Malaysia
title_short	Factors affecting continuous user intention of Self-Service checkout systems in hypermarkets in Malaysia
title_full	Factors affecting continuous user intention of Self-Service checkout systems in hypermarkets in Malaysia
title_fullStr	Factors affecting continuous user intention of Self-Service checkout systems in hypermarkets in Malaysia
title_full_unstemmed	Factors affecting continuous user intention of Self-Service checkout systems in hypermarkets in Malaysia
title_sort	factors affecting continuous user intention of self-service checkout systems in hypermarkets in malaysia
granting_institution	Multimedia University
granting_department	Faculty of Management (FOM)
publishDate	2023
_version_	1794019134295506944

Factors affecting continuous user intention of Self-Service checkout systems in hypermarkets in Malaysia

Similar Items