Revolutionizing Retail: The Role of Self-Checkout in Improving Customer Experience

Abstract

Autonomous self-checkout technologies have transformed retail, giving customers more control and improving merchant efficiency. Self-service technologies have helped businesses expedite transactions, cut checkout time, and improve the shopping experience. Self-checkout systems' impact on customer experience will be examined by examining transaction speed, simplicity of use, customer happiness, and demographic influences on adoption. The study uses Structural Equation Modeling (SEM) to examine these variables, Mann-Whitney U tests to examine age and technology familiarity differences in self-checkout adoption, and Exploratory Factor Analysis (EFA) with a Scree Plot to validate the measurement model on 122 retail customers. Self-checkout efficiency is positively correlated with consumer happiness, supporting the premise that speedier and more convenient transaction techniques improve shopping experiences. Results also show that younger, more tech-savvy consumers favor self-checkout, whereas older consumers may struggle with usability, underlining the need for better interface design and user help. Self-checkout systems improve speed and efficiency, but security concerns and occasional system faults prevent wider implementation. The study found that self-checkout technology is a major change in retail service delivery. Self-checkout systems improve customer satisfaction, labor expenses, and operational productivity for retailers. Businesses must handle system dependability, security, and accessibility issues to optimize its impact. As the retail industry undergoes digital revolution, self-checkout systems will shape consumer interactions and redefine modern commerce.