Exploring the determinants of intention to use self-checkout systems in super market chain and its application

Abstract

Technology and innovativeness have played an important role in service industries because of the competitive state, especially in developing countries. While using innovative technologies such as self-checkouts in stores is seen as advantageous in many aspects for retailers, if customers cannot adopt it, the usage of in stores becomes disadvantageous. However, the literature offers limited knowledge about the customers' adoption of self-checkouts in spite of its value for the survival of firms. Therefore, understanding what factors affect individuals' intention to use self-checkout systems has been a need for both practitioners and researchers. This study aims to spot out the determinants of intention to use self-checkout systems in a supermarket chain. In this regard, this study employs the technology acceptance model (TAM) to which the constructs technology anxiety, technology self-efficacy, compatibility, and knowledge are incorporated into the original model. The results of the analysis of the data (N=281) reveals that: (i) technology self-efficacy and knowledge are positively related to two beliefs, perceived ease of use and perceived usefulness, (ii) compatibility is positively associated with perceived usefulness, (iii) perceived usefulness is positively related to attitude, and (iv) attitude is positively associated with intention to use. © 2019 Elsevier B.V., All rights reserved.