AN INSIGHT OF CUSTOMER INTENTION TO USE SELF CHECKOUT SYSTEM AT RETAIL STORE IN KLANG VALLEY

Abstract

Self-service technologies (SSTs) have been widely implemented in the supermarket sector, providing opportunities for grocery retailers to expand beyond self-checkout systems. A self-checkout system (SCS) is a type of self-service technology (SST) that allows customers to scan their purchases and pay without the assistance of a service provider. The objectives of this research study are to identify the level of technology anxiety, perceived ease of use, perceived usefulness, and intention to use of customers toward the self-checkout counter at retail store in Klang Valley, and to examine the relationship between independent variables with dependent variable on customers intention to use toward the self-checkout counter at the retail store in Klang Valley. This study was carried out in the Klang Valley, which includes Selangor, Kuala Lumpur, and Putrajaya. In this study, the researcher uses simple random sampling where the questionnaire will be distributed to any consumers who visit the retail store at Klang Valley. The data have been analysed using SPSS . This research examined on consumer intentions to use self-checkout counter (SCC) using Pearson Correlation. The findings showed there is a significant relationship between perceived ease of use and perceived usefulness towards customer intention to use. However, technology anxiety does not influence the Klang Valley consumers intention to use self-checkout system