Factor influencing customer intention to use the self-checkout technology at Watson during the endemic of COVID-19

Jospat, Anisah (2023) Factor influencing customer intention to use the self-checkout technology at Watson during the endemic of COVID-19. Project Report. Universiti Teknikal Malaysia Melaka, Melaka, Malaysia. (Submitted)

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Abstract

In Malaysia, the Watson firm recently released their new self-checkout technology. Customers of Watson no longer need to engage with the cashier or employees at the Watson shop, unless they have a question about the self-checkout kiosks, which they can accomplish by asking the Watson personnel. The Watson company's recent introduction of a self-checkout system has proven to be extremely beneficial, particularly during the Covid-19 outbreak. During the Covid-19 endemic, this study looked into the characteristics that influenced customer intentions to utilise self-checkout. The findings of this study will be able to demonstrate why customers at Watson use self-checkout technology. Performance expectancy, effort expectancy, social influence, facilitating conditions, hedonic motivation, and habit are the six independent variables used in this study to assess the relationship between customer intention to use self-checkout technology at Watson during the Covid-19 endemic. Secondary data was used to complete the literature evaluation, and the proposed study framework was the product of other researchers' contributions after a thorough review of the literature. In this investigation, the UTAUT2 model was used. The basic data was acquired using the probability sampling methodology – stratified random sample method via questionnaire-based survey – on 200 respondents. The Statistical Package for the Social Sciences (SPSS) version 26 is used to analyse the collected data. The results show that the six independent variables have a strong link with the dependent variable.

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