Determinants of continuance intention to use mobile self-scanning applications in retail
International Journal of Quality & Reliability Management
ISSN: 0265-671X
Article publication date: 9 December 2021
Issue publication date: 25 January 2023
Abstract
Purpose
Retailers are increasingly using self-service technologies to improve customer experience and reduce costs. The purpose of this study is to identify factors that could explain the level of continuance intention of mobile self-scanning applications in retail. Based on previous theoretical streams, the present study integrates technology readiness (TR) and service quality into the technology acceptance model.
Design/methodology/approach
Using data collected through an online survey of 217 users of a mobile self-scanning application of a large supermarket chain operating in Portugal, the study uses partial least squares structural equation modeling to test the proposed hypotheses.
Findings
The results indicate that the continuance usage of the self-scanning apps is directly driven by users' satisfaction and perceived usefulness. Findings also show that TR has a positive and significant impact on ease of use and perceived usefulness. Ease of use has a positive impact on users' satisfaction and perceived usefulness but has no direct effect on the continuance intention to use the application. Perceived quality has a positive direct effect on satisfaction and a positive indirect effect on continuance intention. Finally, need for interaction has a negative effect on TR.
Originality/value
This work contributes to a better understanding of the emerging market for mobile self-scanning applications in retail applications, particularly relevant in a digital transition context.
Keywords
Acknowledgements
Graça Miranda Silva acknowledges the support of national funds through FCT – Fundação para a Ciência e a Tecnologia, I.P., Project UIDB/04521/2020.
Citation
Ferreira, A., Silva, G.M. and Dias, Á.L. (2023), "Determinants of continuance intention to use mobile self-scanning applications in retail", International Journal of Quality & Reliability Management, Vol. 40 No. 2, pp. 455-477. https://doi.org/10.1108/IJQRM-02-2021-0032
Publisher
:Emerald Publishing Limited
Copyright © 2021, Emerald Publishing Limited