Does Self-Checkout Service Really Improve Customer Service in Systems Subject to Congestion? – An Empirical Investigation in the Retail Industry

Abstract

Self-checkout services have gained popularity across various industries, offering
customers the convenience of completing transactions without human interactions. The global self-checkout systems market is projected to grow steadily, driven by the potential benefits such as faster checkout times, increased efficiency, and improved accuracy. However, challenges associated with technical difficulties, theft and fraud, and reduced human interaction also exist. This paper aims to investigate the preferences and potential future replacement of traditional checkouts by self-checkout services. Building upon prior research, a retest of the causal relationships between self-checkout attributes, customer satisfaction, and retail patronage is conducted. Data from an online survey conducted among college students are analyzed. The results differ from previous findings, highlighting the significance of sample characteristics and the inclusion of additional determining factors. This study contributes to the understanding of self-checkout services and their implications in different contexts. It is expected that adding self-checkout options in service systems with waiting lines can improve the customer service in several aspects including reducing the queues/waiting times and operating cost.