PACIS 2019 Proceedings


This paper is focused on how firms increase customers’ acceptance of self-service retail, and impact of self-efficacy on effective customer experience, customer satisfaction and loyalty. This paper mainly uses questionnaires to conduct empirical research on collecting 308 used self-service convenience stores from China. The study employs a structural equation model to analyze relationship between service quality and revisit intention, Word of mouth. The results shown that service perceived quality significantly influences customer satisfaction. Also, self-service retail service quality and experience values are two important elements for consumers to accept self-service retail stores. Additionally, the relationship between consumer experience value and satisfaction, loyalty, and self-service retail stores has a significant impact on Perceived self-efficacy.