User Acceptance Testing (UAT) of Self-Service Checkout Kiosks: A Case Study in E-Mart Tabuan Jaya, Kuching, Malaysia

This work uses quantitative methods to assess the user acceptance level of self-service checkout kiosks in E-mart Tabuan Jaya, Sarawak, Malaysia. Using the Technology Acceptance Model (TAM) as the theoretical foundation, we investigated how the users perceive the technology using survey data collected from customers who had or had not utilised the kiosks before the survey. According to our findings, user acceptability of the self-service checkout counter is significantly impacted by constructs such as the system's Perceived Usefulness and Perceived Ease of Use. The study also reveals various factors influencing user acceptance, such as experience with self-service technology and demographic factors, e.g., age and gender. From our findings, we observed that for our respondents, Perceived Ease of Use (0.734) has a larger impact towards Attitude Towards Usage of the self-service kiosks when compared to Perceived Usefulness (0.198).