Why do customers use self-service information technologies in retail? The mediating effect of perceived service quality

To ensure a high level of service quality (SQ), retailers think about offering self-service information technologies (SSIT) at the point of sale. However, the explanatory value of the SQ for SSIT adoption is barely researched. Thus, the present study examines the mediation effect of SQ within the technology acceptance model. Building on data from a laboratory experiment using a fully functional application for Tablet PCs, the partial least squares approach is applied. The findings reveal that the perceived SQ partially mediates the effect of the attitude towards using on the intention to reuse. Therefore, retailers have to emphasize the service-related value of SSITs.