Abdul Rashid, Nurulizwa and Mohd Arzaman, Ameer Farhan and Razali, Muhamad Amirul and Jospat, Anisah and Abdul Aziz, Noor Aisyah and Damaianti, lndriana (2024) Customer intention towards self-service checkout at Watsons. Multidisciplinary Science Journal, 6 (7). pp. 1-9. ISSN 26751240

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Abstract

This research focuses on customers intentions to use the self-checkout technology at Watson during the Covid-19 endemic using UTAUT2 model. The main objective is to identify the factors that affect the behavioralintention to use the self-checkout technology from a consumer perspective. This study investigated the influencing factors of performance expectancy, effort expectancy, social influence, facilitating conditions, hedonic motivation, and habit towards customers' intention to use the self-checkout systems. The data for this study were collected using a questionnaire shared among 200 respondents who are Watson customers were selected by stratified random sampling technique through online. The data were analyzed using IBM-SPSS version 26 to test the hypotheses. The findings indicate that customers intention is significantly and positively influenced by performance expectancy, effort expectancy, facilitating condition, hedonic motivation and habit behaviour. A number of implications for theory and practice are derived based on the findings.

Item Type:	Article
Uncontrolled Keywords:	Self-checkout technology adoption, Covid-19 pandemic, UTAUT2
Subjects:	H Social Sciences > HF Commerce
Divisions:	School of Business Management
Depositing User:	Mr. Izhar Hj. Hashim
Date Deposited:	10 Nov 2026 12:49
Last Modified:	10 Nov 2026 12:49
URI:	https://repo.uum.edu.my/id/eprint/35068

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