An Empirical Study of Factors Affecting the Adoption of Self-Service Checkout Terminals in Slovenia

Few years ago, retailers started to employ self-service checkout terminals providing customers a choice to scan the barcodes on their own items and complete the purchase process without an interaction with retailer's staff. This study aimed to investigate factors which can have a significant impact on user's decision about how and when they will use the self-checkout unit. To understand customers' perceptions about using self-checkout terminals, the Technology Acceptance Model (TAM) was used to develop the research model. In this study, several external factors with direct or indirect impact on user's behavioral intentions are proposed: anxiety, perceived service quality, attitude toward innovation, self-efficacy and anonymousness. Empirical data was conducted using an online survey. The proposed relationships were empirically tested using the structural equation modelling approach. The implications and limitation of the study are also discussed.