Implementation of Self-service Ceckouts in The Retail Clothes Industry: Issues and Challenges

Mansfield, Alex (2012) Implementation of Self-service Ceckouts in The Retail Clothes Industry: Issues and Challenges. [Dissertation (University of Nottingham only)] (Unpublished)

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Abstract

Purpose: The purpose of this thesis is to investigate whether self-serving checkouts may potentially operate within the retail clothes industry sector.

Design/Methodology/Approach: The research collected for this thesis involves using a mixed methods approach conducting a unstructured focus group of 4 customers, a telephone interview of 5 store managers and a structured survey of 40 participant of which transcripts are enclosed.



Findings: The findings of this research suggest self-service kiosks would be welcomed within the retail clothes sector by customers provided the correct measures for implementation are taken. Moreover, the data highlights the voice of the customer and how current retailers have preformed to try meeting those needs. A proportion of the literature review focuses on supermarket self-service kiosks and the criticisms made by customers. Overall, customers demand personalized features along with functionality and reliability as the main drivers.

Research Limitations / Challenges: The customer data acquired from primary research is only based from Nottingham suggesting consumer and manager attitudes towards self-serving kiosks may vary geographically. This may affect the representativeness, validity and reliability of the findings however is still useful to gain a scope of how presently participants feel of interacting with self-service machines instead of humans.

Item Type: Dissertation (University of Nottingham only)
Depositing User: EP, Services
Date Deposited: 08 Apr 2013 13:19
Last Modified: 25 Nov 2016 22:03
URI: http://eprints.nottingham.ac.uk/id/eprint/25859

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