Reuse Intention of Self-checkout Service Quality in Malaysia Hypermarket

摘要：

　　Self-checkout service quality has been gaining attention in hypermarket as it has a strong influence on business performance.To utilize the technology,we should look into the behavioral intention from the customers” perspective.Therefore,this study aims to measure the relationship between service quality,customer satisfaction and reuse intention.The use of self-checkout have been long used in western countries not much attention in Malaysia.Therefore,this study adapts attribute based model scale(Dabholkar,1996)and mediator model(Dabholkar et al.,2000)and analyze 394 completed data from the survey using Structural Equation Modeling(SEM.The findings depict that speed,enjoyment and control has relationship with self-checkout service quality and service quality has relationship with customer satisfaction and reuse intention.Thereby,this research is helpful in making decision on self-checkout installation in developing countries like Malaysia.

关键词： Service quality Self-service technology self-checkout retailing structural equation modelling

作者: Jia Wen Siah Soo-Fen Fam

作者单位: Faculty of Technology Management and Technoprenuership,Universiti Teknikal Malaysia Melaka,Hang Tuah Jaya,76100 Durian Tunggal,Melaka,Malaysia

会议类型: 国内会议

会议名称: China Marketing International Conference 2017 (2017中国市场营销国际学术年会)

会议地点: 北京

会议语种:英文

页码: 485-495

在线出版日期: 2017-07-14（万方平台首次上网日期，不代表论文的发表时间）