The factors influencing customers satisfaction to use self-checkout kiosk in Watsons during covid-19 endemic

Muslimin, Nurfazirah (2023) The factors influencing customers satisfaction to use self-checkout kiosk in Watsons during covid-19 endemic. Project Report. Melaka, Malaysia, Universiti Teknikal Malaysia Melaka. (Submitted)

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Abstract

Throughout the Coronavirus (COVID-19) endemic, most physical stores or drugstores have been allowed to accept the presence and entry of customers into business premises in large numbers. Nevertheless, they still need to follow the SOPs that have been issued throughout the COVID-19 endemic. For those who remain running their drugstore business, it is even more important if they convert their drugstores to online ordering services, provide their own check-out kiosks and order from outside the business premises especially during the COVID-19 endemic. Thus, this study will explore indirect factors from system quality, information quality, service quality and social influence and customer satisfaction to use self-checkout kiosk at Watsons during the COVID-19 endemic. In addition, the convenience of using self-checkout kiosk and the desire to use self-checkout kiosk will also be discussed in this research where to improve the information and knowledge of the study. In completing the study of this research project, quantitative methods were selected for data collection and the Statistical Package from the Social Science (SPSS) Version 29 will be used to analyze the data. The constructed questionnaire will be distributed to 150 target respondents who used self-checkout kiosk at Watsons during the COVID-19 endemic with URLs or Google Forms links via WhatsApp, Telegram, Facebook, and other network-based apps. By analyzing the data collected from the target population, significant findings indicate that the four independent variables have a variable-dependent relationship and benefits to customer satisfaction when they use self-checkout kiosks at Watsons during the COVID-19 endemic.

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