Assessing the Role of Service Quality of Retail Self-Checkouts on Customer Satisfaction and Loyalty: Empirical Evidence from an Emerging Market

Abstract

Consumers around the world are increasingly encountering with self-service technologies during their shopping experiences. Self-service technologies (SSTs) are “technological interfaces that enable customers to produce a service independent of direct service employee involvement” (Meuter et al., 2000, p.50). Drive-through retailers and service firms are commonly offering a variety of self-service technologies (SSTs) to enhance customer’s experience and they are mainly motivated by factors such as cost cutting, speed, convenience, enhance customer experience, and satisfaction. A range of service delivery points such as ATMs, automated hotel checkouts, Internet services (such as banking over the Internet) self-service kiosks (digital photo kiosks, information kiosks, interactive music and movie samplers, and electronic kiosks for gifts), grocery self-checkout lines and pay-at-pump gas stations are offered by the retailers to enhance their customer services.