The Impact of Self-Scan Checkouts on Customer Satisfaction at Sainsbury’s,

The impact of self-scan checkouts on customer satisfaction at Sainsbury’s, Whitechapel Store.

The impact of Self-scan checkouts on customer satisfaction at Sainsbury’s, Whitechapel store.

Cavendish College, Student No. 026529 University of Wales No: 0911867169826

Word Count: 17,637 Submission date:19 December 2011.

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The impact of self-scan checkouts on customer satisfaction at Sainsbury’s, Whitechapel Store.

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The impact of self-scan checkouts on customer satisfaction at Sainsbury’s, Whitechapel Store.

Acknowledgements

I would like to thank the Store Manager Mr. Petter White, HR Manager Ms. Vicki Cooper and Deputy Store Managers of Sainsbury’s

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The impact of self-scan checkouts on customer satisfaction at Sainsbury’s, Whitechapel Store.

Declaration

The work I have submitted is of my own effort. I certify that all the material in this Dissertation, which is not my own work, has been identified and acknowledged. No materials are included for which a degree has been previously conferred upon me. I understand that I may be required to present my research to a panel of experts in a thirty minute Power Point presentation should there be reasonable doubt as to the authenticity or originality of the work.

Sign:

Date: 19 December 2011.

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The impact of self-scan checkouts on customer satisfaction at Sainsbury’s, Whitechapel Store.

Abstract

Self-scan checkout (SSC) is a technology based self-service option where customers scan, bag and pay for their shopping without the assistance of a human cashier. It is being used increasingly by retailers especially large supermarkets, to deliver superior customer value and service by reducing checkout times. . There are some studies available on technology based self-service options, however little is known about the impact of SSCs on customer satisfaction especially in a supermarket context. This study was carried out to investigate...