Abstract
This research centers on exploring the impact of digital self-checkout technology on customers’ intention to use, with trust functioning as a mediator within Vietnam’s retail sector. Four determinants-Perceived Usefulness (PU), Perceived Ease of Use (PEU), Perceived Security (PS), and Perceived Behavioral Control (PBC)-were investigated using a quantitative approach through online survey responses from 211 Vietnamese customers. The implementation of statistical techniques, including Cronbach’s Alpha, EFA and regression analysis via SPSS, led to the confirmation that two out of four hypotheses were supported. The findings reveal that trust significantly mediates the PU, PEU on customers’ intention to use self-checkout technology. Notably, PU emerges as the most influential driver of trust and intention to use among the four independent variables. This work makes a contribution to the theoretical foundation by reaffirming the applicability of the Technology Acceptance model (TAM) and the Stimulus-Organism-Response (SOR) framework in describing consumer behaviour. Additionally, this study further provides actionable implications for Vietnam’s retail companies, underlining the improvement of self-checkout counters to boost customer experience, trust and wider adoption.
Recommended Citation
Bui, Minh N. and Bui, Van H., "The Impact of Digital Self-Checkout Technology on Customers’ Intention to Use with The Mediating Role of Trust in Vietnam’s Retail Industry" (2025). ICEB 2025 Proceedings (Hanoi, Vietnam). 15.
https://aisel.aisnet.org/iceb2025/15