| Autor: |
Andreia Ferreira, Graça Miranda Silva, Álvaro Lopes Dias |
| Rok vydání: |
2021 |
| Předmět: |
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| Zdroj: |
International Journal of Quality & Reliability Management. 40:455-477 |
| ISSN: |
0265-671X |
| DOI: |
10.1108/ijqrm-02-2021-0032 |
| Popis: |
PurposeRetailers are increasingly using self-service technologies to improve customer experience and reduce costs. The purpose of this study is to identify factors that could explain the level of continuance intention of mobile self-scanning applications in retail. Based on previous theoretical streams, the present study integrates technology readiness (TR) and service quality into the technology acceptance model.Design/methodology/approachUsing data collected through an online survey of 217 users of a mobile self-scanning application of a large supermarket chain operating in Portugal, the study uses partial least squares structural equation modeling to test the proposed hypotheses.FindingsThe results indicate that the continuance usage of the self-scanning apps is directly driven by users' satisfaction and perceived usefulness. Findings also show that TR has a positive and significant impact on ease of use and perceived usefulness. Ease of use has a positive impact on users' satisfaction and perceived usefulness but has no direct effect on the continuance intention to use the application. Perceived quality has a positive direct effect on satisfaction and a positive indirect effect on continuance intention. Finally, need for interaction has a negative effect on TR.Originality/valueThis work contributes to a better understanding of the emerging market for mobile self-scanning applications in retail applications, particularly relevant in a digital transition context. |
| Databáze: |
OpenAIRE |
| Externí odkaz: |
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