Chancen und Risiken mobiler Self-Checkout Systeme
: Aus Sicht der Softwareanbieter im DACH-Raum

  • Andreas David Berger

Student thesis: Master's Thesis

Abstract

The advancing digitalization and a change in consumer behaviour are presenting brick-and-mortar retailers with new challenges. One promising technological innovation at the point of sale (POS) in this regard is the use of mobile self-checkout (SCO), also known as the “Scan & Go” concept, where customers scan their purchases themselves using their personal smartphone or a mobile retailer device and pay directly. The introduction of this system offers both potential opportunities and potential risks for the customer as well as for the retail company. This master's thesis therefore addresses the central research question: What are the opportunities and threats of mobile SCO systems from the perspective of software providers in the DACH-Region? The introduction of these systems can lead to a competitive advantage and the key opportunities include the reduction of waiting time at the checkout, an improved customer experience and the ability to create targeted and personalized offerings through big data analysis. Cost savings due to the reduced need for checkout staff are another important aspect. For retailers, this improved customer shopping process would not only increase operational efficiency, but also have a positive impact on customer satisfaction. Despite the many opportunities, there are as well some potential risks. Data protection and security concerns must be taken into consideration when introducing Scan & Go, as the collection and processing of customer data could increase the risk of data fraud. In addition, self-service by the customer could increase the risk of theft and shrinkage, which could lead to financial losses. The acceptance of the technology by the customer is another critical success factor, as older or less tech-savvy customer groups in particular could have difficulties when using the technology, which would slow down the acceptance and distribution of these systems. Last but not least, retailers face high initial investments that this concept would require when implementing the system. Therefore, based on a systematic literature review and a qualitative expert survey in the DACHRegion, this thesis provides a profound decision-making framework for companies considering investing in this technology to minimize possible risks and make the optimal use of potential opportunities.
Date of Award2024
Original languageGerman (Austria)
Awarding Institution
  • Johannes Kepler University Linz
SupervisorJohann Höller (Supervisor)

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