Self Service Technology
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Table of ContentsCHAPTER 1 1.0 Introduction 1.1 Background of the Study 1.1.1 Self Service Technology (SST) 1.1.2 Hypermarket Retailing 1.1.3 Grocery Online Shopping (GOS) 1.3 Background of the Company 1.3.1 Tesco Stores (Malaysia) Sdn Bhd 1.3.2 Tesco’s GOS 1.2 Problem Statement 1.3 Research Objective 1.4 Research Questions 1.5 Scope of the Study 1.6 Significance of the Study 1.6.1 Future Research 1.6.2 Organization 1.6.3 Body of Knowledge 1.7 Definition of Key Terms 1.7.1 Grocer Online Shopping (GOS) 1.7.2 Perceived Usefulness (PU) 1.7.3 Perceived Ease of Use (PEU) 1.7.4 Perceived of Reliability (PR) 1.7.5 Perceived Fun (PF) 1.8 Limitation of Studies CHAPTER 2 2.1 Academic Construct 2.1.1 SWOT Analysis 2.1.2 Website Observation 2.1.3 Conceptual Framework 2.1.4 TOWS Matrix 2.1.5 Strategy Recommendations 2.2 Online Shopping Acceptance Model 2.3 Literature Review 2.3.1 Online Grocery Shopping 2.3.2 Perceived Usefulness 2.3.3 Perceived Ease of Use 2.3.4 Perceived of Reliability 2.3.5 Perceived Fun CHAPTER 3 3.0 Methodology 3.1 Research Design 3.1.1 Type of Investigation 3.1.2 Purpose of the Study 3.1.3 Study Setting 3.1.4 Unit of Analysis 3.1.5 Time Horizon 3.2 Population, Sampling and Sampling Method
3.2.1 Population 3.2.2 Sampling Frame 3.2.3 Sampling Technique 3.2.4 Sampling Size 3.3 Research Instrument 3.4 Data Collection Method 3.4.1 Primary Data 3.4.2 Secondary Data 3.5 Validity and Reliability 3.5.1 Pilot Test 3.5.2 Reliability Test 3.6 Data Analysis and Interpretation Technique 3.6.1 Descriptive Statistic 3.6.2 Inferential Analysis 3.7 Summary References CHAPTER 11.0 IntroductionToday’s fast-paced world is becoming increasingly characterized by technology-facilitated transactions. Growing numbers of customers interact with technology to create service outcomes instead of interacting with a service firm employee. Self-service technology (SST) is growing rapidly nowadays. This is due to rapid acceptance of technologies (Rust, 2001). Self-service technologies (SSTs) are technological interfaces that enable customers to produce a service independent of direct service employee involvement (Dabholkar, 1996). It is said that SST can improve the productivity and service quality while reducing costs (Weijters, 2007). Perceive usefulness, perceive ease of use, perceive reliability and perceive fun is the key component that determines the customer acceptance either to use SST or not (Weijters, 2007). With the growth of SST, e-commerce evolve to be one of the methods to trade. There are three types of e-commerce. It can be in business to business (B2B) form, business to customer (B2C) form and lastly person to person (P2P) form.Retail industry is one of the industry which also using SST. The customers can visit the retails website and buy things that met their interest. The process is much easier rather than the customers has to go to the retail store by themselves to buy their goods. Hypermarket retailing is one of the modern retailing concepts that are widely accepted by most consumers, especially in urban and suburban areas. The wide variety of product choices and brands has become the main attraction for consumers to purchase basic necessities and household products from hypermarkets (Hassan & Rahman, 2012). Modern lifestyles that emphasize technology, have led to the need for the existing self-service hypermarket retailing concept to be upgraded to an entirely self-service concept by replacing the traditional cashiering operation with the use of self-service technology. For example, the Internet enables shoppers to purchase a wide variety of products without having to visit a retail outlet or converse with a service employee. This shows that the uses of self-service technology can help the consumer to do online groceries.