An Exploratory Study on Customer Perceptions of Service Quality in Technology-based Self-Service

Technology-based self-service (TBSS) options such as self-checkout systems, price checkers and electronic kiosks are rapidly emerging in brick-and-mortar retail stores. This study builds on existing literature by investigating the significance of service quality attributes of TBSS options in retail grocery stores. Specifically, a conceptual model is developed with proposed hypotheses to infer causation toward TBSS quality from customers' perceptions of TBSS encounters using structural equation modeling. Finally, the paper provides discussion based on the research findings and future research questions. [PUBLICATON ABSTRACT]