Retail service quality of the self-checkout (Jet cash) service quality and the effect on the sense: Migros supermarket application

Today's competitive world is increasingly characterized by technology services and support in the field of retailing. The most important factor for enterprises to gain an advantage in this competitive environment is the quality of service. Therefore, it is very important to measure and evaluate the service quality of the enterprises and to create new strategies. Customers who prefer supermarkets around the world have become very popular with the use of self-checkout service quality during the shopping process. An increasing number of customers interact with technology to create services more quickly and practically, rather than interacting with the store employee. Jet frame service quality is defined as the technological interfaces that enable customers to produce their own services independently from the company employees. The main objectives of the supermarkets in the use of jet crates are thought to affect customer perceptions positively by reducing the operating costs and by making a difference in service provision. The aim of this study was to measure how the quality of service offered by the self-checkout kiosks affects retail service quality and the perception of customers. In addition, it was aimed to determine the differences between the demographic and shopping behavior characteristics of the consumers. For this purpose, in the first two parts of the study, the concept of retail has been examined and after that, the general framework of service quality and service marketing has been discussed. In the last part of the study, a questionnaire was applied for the effect of self-checkout service quality on retail service quality and perceived value in 2M Migros supermarket in Kadıköy district of Istanbul. Then, the research model was put forward, hypotheses were formed on the subject and the third part was terminated by evaluating the structural equation model.