Publicação
Impacto das tecnologias self-service na satisfação do consumidor, no setor do retalho alimentar
| Resumo: | The present master’s dissertation aims to evaluate consumer satisfaction when using different self-service technology (SST), self-checkout and self-scanning, in food retail sector. For such, the relationships between the quality of the service provided by the SST and the satisfaction felt by the consumer in its use were explored, as well as the association of the customer satisfaction with loyalty created with the company. To achieve this goal, the approach chosen was the quantitative, with the help of a survey, on site, to validate the scales used and the proposed model. To analyze the collected data, it was used the Partial Least Squares Structural Equation Modelling (PLSSEM), through the SMART PLS 4.0 software. The study demonstrated the validity of the proposed model because the perceived control has a positive association with customer satisfaction, the same is verified between service convenience and customer service, which is positively related to customer satisfaction. Service quality has a positive impact on customer satisfaction and finally, customer satisfaction has a positive impact on customer-company loyalty. This investigation concluded that SST have a significant impact on the feeling that consumers have about their shopping experience. Because when they use this choice, they feel that they are in control of the entire process, because it is faster and more convenient than if they used a traditional checkout. In this sense, the work reveals that most consumers are satisfied when they use SST. The analysis also allows us to verify that this satisfaction generates a feeling of loyalty, reflected in the willingness that they must use these technologies again. |
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| Autores principais: | Marques, Diogo António Guerreiro |
| Assunto: | Self-Service Technology Satisfaction Loyalty Competitive Advantage Self-checkout Self-Scanning PLS-SEM Service Quality Tecnologias Self-Service Satisfação Lealdade Caixas Automáticas Qualidade do Serviço |
| Ano: | 2022 |
| País: | Portugal |
| Tipo de documento: | dissertação de mestrado |
| Tipo de acesso: | acesso aberto |
| Instituição associada: | Universidade de Lisboa |
| Idioma: | português |
| Origem: | Repositório da Universidade de Lisboa |
| Resumo: | The present master’s dissertation aims to evaluate consumer satisfaction when using different self-service technology (SST), self-checkout and self-scanning, in food retail sector. For such, the relationships between the quality of the service provided by the SST and the satisfaction felt by the consumer in its use were explored, as well as the association of the customer satisfaction with loyalty created with the company. To achieve this goal, the approach chosen was the quantitative, with the help of a survey, on site, to validate the scales used and the proposed model. To analyze the collected data, it was used the Partial Least Squares Structural Equation Modelling (PLSSEM), through the SMART PLS 4.0 software. The study demonstrated the validity of the proposed model because the perceived control has a positive association with customer satisfaction, the same is verified between service convenience and customer service, which is positively related to customer satisfaction. Service quality has a positive impact on customer satisfaction and finally, customer satisfaction has a positive impact on customer-company loyalty. This investigation concluded that SST have a significant impact on the feeling that consumers have about their shopping experience. Because when they use this choice, they feel that they are in control of the entire process, because it is faster and more convenient than if they used a traditional checkout. In this sense, the work reveals that most consumers are satisfied when they use SST. The analysis also allows us to verify that this satisfaction generates a feeling of loyalty, reflected in the willingness that they must use these technologies again. |
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