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Determinants of continuance intention to use mobile self-scanning applications in retail

Andreia Ferreira (ISEG, Lisbon School of Economics and Management, Universidade de Lisboa, Lisboa, Portugal)
Graça Miranda Silva (ISEG, Lisbon School of Economics and Management, Universidade de Lisboa, Lisboa, Portugal)
Álvaro Lopes Dias (ECEOTRIE, Universidade Lusófona de Humanidades e Tecnologias, Lisboa, Portugal) (ISCTE-IUL, Lisboa, Portugal)

International Journal of Quality & Reliability Management

ISSN: 0265-671X

Article publication date: 9 December 2021

Issue publication date: 25 January 2023

1202

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

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Emerald Publishing Limited

Copyright © 2021, Emerald Publishing Limited

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