摘要
The use of self-checkout counters in the retail industry allows retailers to achieve higher rates of productivity and provide better customer service. However, its use has not been widespread due to consumers’ resistance to the technology. Previous research has established that demographic and psychographic variables and consumers’ evaluation of the technology may determine consumers’ use of self-checkout counters. The aim of this study is to compare how users and non-users of self-checkout counters differ in the retail industry in Singapore. The survey instrument was adapted from earlier studies and surveyed respondents’ perceptions of self-checkout counters on their relative advantages over staffed counters and the likelihood of using self-checkout counters in different situations. The survey was administered to residents and shoppers in a western residential suburb in Singapore over a period of three weeks. The findings from 778 respondents showed no significant demographic differences between users and non-users of self-checkout counters. Users are more likely to view self-checkout counters as more advantageous, less complex, more reliable and compatible with their lifestyles than non-users. In addition, users of self-checkout counters are more likely to use self-checkout counters when they expect a shorter checkout time at self-checkout counters compared to non-users.