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VOL. 2, ISSUE 1 (2026)
Self-checkout adoption and customer satisfaction: A case study at Decathlon, Chennai
Authors
R Srinivasan
Abstract
The increasing deployment of self-checkout
(SCO) systems has transformed how customers complete purchases in retail
environments across the globe. This research explores the effect of perceived
ease of use, perceived usefulness, checkout speed, perceived safety of
transactions, and the availability of staff assistance on overall customer
satisfaction with self-checkout facilities at Decathlon outlets in Chennai.
Data was gathered from 200 customers who utilized Decathlon’s SCO kiosks or
mobile scan-and-pay features, using a structured survey instrument. The dataset
was analyzed through descriptive statistics, correlation tests, and multiple
linear regression. The findings reveal that perceived usefulness (β = 0.286, p
< 0.001), ease of use (β = 0.210, p < 0.001), staff support (β = 0.198, p
< 0.001), and checkout speed (β = 0.179, p = 0.001) significantly influence
customer satisfaction. Perceived security, however, demonstrated a weaker and
statistically non-significant impact (β = 0.068, p = 0.099). The regression
model accounted for approximately 31.3% of the variation in satisfaction levels
(R² = 0.313). The study concludes that enhancing customer perceptions of
usefulness and simplicity, ensuring staff presence near SCO points, and
maintaining high checkout speed are essential to improving satisfaction with
self-checkout systems. Practical recommendations specific to Decathlon Chennai
are included.
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Pages:290-291
How to cite this article:
R Srinivasan "Self-checkout adoption and customer satisfaction: A case study at Decathlon, Chennai". International Journal of Applied Review
, Vol 2, Issue 1, 2026, Pages 290-291
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