Service Quality of Self-Checkout Technology in Malaysian Retail Industry
J. W. Siah1, S. F Fam2

1J. W. Siah, Universiti Teknikal Malaysia Melaka, Hang Tuah Jaya, Durian Tunggal, Melaka.
2S. F  Fam, Universiti Teknikal Malaysia Melaka, Hang Tuah Jaya, Durian Tunggal, Melaka.
Manuscript received on 25 May 2019 | Revised Manuscript received on 12 June 2019 | Manuscript Published on 26 June 2019 | PP: 179-184 | Volume-8 Issue-1S5 June 2019 | Retrieval Number: A00330681S519/2019©BEIESP
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Abstract: Self-checkout innovation has turned out to be prominent decision in general store far and wide as this innovation offered to lessen cost, helpful and speed while improving customers’ shopping background. The present investigation means to gauge the connection between administration quality, consumer loyalty and reuse goal among the clients that have visited the chosen general store in Malaysia. Utilizing quality based model scale (Dabholkar, 1996), an organized survey with a seven point Likert scale was planned. 394 information were gathered from 500 customers who have utilized the self-checkout framework in the grocery store. Auxiliary Equation Modeling (SEM) was utilized to test the models by methods for corroborative factor examination and an estimation scale was proposed. This exploration investigates the chance to improve grocery store task by redesigning themselves into present day innovation. Retailers can through this plan, settle on better choice dependent on increasingly practical desire concerning the utilization of self-checkout.
Keywords: Service Quality, Self-Service Technology, Self Checkout, Retailing, Structural Equation Modelling.
Scope of the Article: Software & System Quality of Service