Self-scanning technologies in retail: Determinants of adoption

Self-scanning represents a form of customer participation in service creation, a form of self-service and a technology-based service delivery device. This study, conducted within the large-scale retail sector, pursues a dual aim: firstly, to assess the link between satisfaction with self-scanning and some of its possible antecedents; secondly we intend to determine whether satisfaction with this service has any impact on consumers' overall opinion of the supermarket and their intention to patronise the store with greater frequency. The data show that both the sense of control and hedonic component have a positive impact on satisfaction with self-scanning and further bring to light that service satisfaction is an antecedent both of customers' opinion of the supermarket and their intention to patronise the store more frequently.