The Influence of Self-Service Kiosks on Customer Experience in Retail Stores

Abstract

Along with time, retail business continues to develop due to consumers demanding faster and easier transactions. In order to meet these demands, retail businesses are adopting cutting-edge technology, such as Self-Service Technology. Self-Service Technology allows customers to serve themselves without employee involvement. Self-service kiosk is the result of Self-Service Technology adoption in the retail industry. Self-service kiosk can improve the quality of customer shopping. Thus, retail businesses implement Self-service kiosk in the hope of improving customer experience. However, implementing Self-service kiosk technology is not without challenges, so it is important for retail stores to find out how necessary Self-service kiosk is for their business. This research focuses on the impact of Self-service kiosk on customer experience using the Delone & Mclean model. The research results show that the quality of system, information and service of Self-service kiosk influence customer satisfaction. Thus, high quality of Self-service kiosk has a positive effect on customer experience in retail stores.

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