Factors influencing customers acceptance toward self-service kiosk in Northern Peninsular Malaysia

As self-service technology is keep increasing globally and it became more common to the customers ni Malaysia. Therefore, the aim of this study is to find out what factors influencing customers purchasing intention towards self-service kiosk in Malaysia. The results of this study is to get a proper understanding on the importance of factors influencing customer’s acceptance toward self-service kiosk. In addition, the study focus on how importance of customer factors could influence a business performance. It is importance to a business in order to understand customer purchasing acceptance towards SSTs. Different customer’s behavior might have different acceptance in purchasing products towards self-service kiosk. Therefore, many factors that needed to be pay attention by the retail manager in order to increase customer’s impulse purchase by using self-service kiosk. We decide to choose AEON Mall at northern region of Malaysia such as Kedah, Perak, Penang and Perlis as places to distribute the questionnaire. A total of 384 respondents are selected from different state in northern region of Malaysia. Our research is to investigate the factors that effects customers acceptance toward using self-service kiosk. There are four factors such as perceived usefulness, perceived time saving, perceived enjoyment and convenience of using self-service kiosk. In conclusion, this study will be helpful to the government, retail industry and Malaysian undergraduate. This is because the results of this study would contribute the most important factors influence customers in making decision by using self-service kiosk.