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Hashim, Siti Arlia (2025) Self-checkout accessibility: investigating usability barriers and ease of use for mature customers in grocery stores. [Dissertation (University of Nottingham only)]

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Abstract

Self-checkout systems (SCSs) have increasingly become an inevitable feature in grocery retail environments as part of a broader shift towards technological innovation. However, little is known about how mature customers navigate these systems and how their experiences are shaped by the specific usability barriers they encounter. This research project aims to fill this gap by investigating the specific challenges older adults face when using SCSs and understanding how these barriers affect their overall shopping experience and satisfaction. The objective is to provide key insights that will enable retailers and developers of self-checkout technologies (SCTs) to create more user-friendly systems, particularly for mature customers who may find SCSs less intuitive than younger generations. Through a focus on inclusive design, grocery retailers can tap into the "Silver Economy," a growing demographic with significant spending power, and improve accessibility and satisfaction among older users.

The research addresses two main questions: 1) What are the specific usability issues that mature customers encounter with SCSs? 2) How do these usability barriers affect their grocery shopping experience and overall satisfaction? To answer these questions, the project uses qualitative data to capture in-depth perspectives and provide practical recommendations for optimising SCSs. Findings will contribute to a better understanding of how retailers can make these systems more user-friendly to mature customers.

Item Type:	Dissertation (University of Nottingham only)
Keywords:	retail self-checkout system (SCS); self-service technology (SST); automated checkout systems; self-service kiosks (SCK); grocery self-checkout; technology adoption in retail; customer interaction with SST; self-service retail technology; consumer behaviour in self-checkout; mature customers and self-checkout; usability of self-service technologies; technology acceptance in retail; user experience in automated retail systems; digital retail solutions; aging consumers and technology adoption; self-service customer journey; convenience retail technology; retail automation for older adults
Depositing User:	Hashim, Siti Arlia
Date Deposited:	28 Jul 2025 11:42
Last Modified:	28 Jul 2025 11:42
URI:	https://eprints.nottingham.ac.uk/id/eprint/79810

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