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International Society of Science and Applied Technologies |
| A Study on Service Quality and User Experience of Self-Checkout Systems: The Applications of KANO Model and IPA | ||||
| Author |
Chih-Ming Tsai
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| Co-Author(s) |
Yi-Ju Huang; Shu-Yi Hsieh; Liang-Yu Chen; Hong-ii Syue; Chen-Jui Yu
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| Abstract | Driven by digital transformation, self-checkout systems have become crucial in the retail industry. However, poor user experience and service quality often lead to customer dissatisfaction. To address the semantic ambiguity of consumer perceptions, this study integrates the Fuzzy Kano model and Fuzzy Importance-Performance Analysis (IPA) to evaluate the self-checkout systems at Carrefour supermarkets in Taiwan. Based on 100 valid questionnaires, 18 items combining SERVQUAL and user experience principles were analyzed. The findings reveal a strategic misalignment in resource allocation. While the system earns trust in transaction security, fundamental "Must-be" attributes—such as minimizing system weight-scale errors and ensuring prompt staff assistance—underperform and fall into the "Concentrate Here" quadrant. Conversely, organizational resources are over-expended on "Indifferent" attributes like superficial interface advertisements in the "Possible Overkill" quadrant. This study concludes that retail management must pivot investments from on-screen promotional enhancements to fortifying core system reliability and hardware responsiveness. The integrated model provides a data-driven roadmap to optimize human-technology collaboration and boost overall customer satisfaction.
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| Keywords | Service Quality, User Experience, Fuzzy Kano Model, Fuzzy Importance-Performance Analysis, Self-Checkout System | |||
| Article #: RQD2026-115 | ||||
Proceedings of 31st ISSAT International Conference on Reliability & Quality in Design |