CUSTOMER PERCEPTIONS OF SELF-SERVICE TECHNOLOGIES IN THE FAST MOVING CONSUMER GOODS INDUSTRY

This paper examines customer perceptions toward the potential of self-service technologies in the Fast Moving Consumer Goods (FMCG) industry. The technology acceptance model (TAM) was utilised to establish the extent to which customers are willing to adopt self-service technologies for grocery shopping. Data was collected from 258 respondents who had purchased FMCG in the past. Major findings established that the self-service technologies are potentially viable in the FMCG industry of South Africa as the idea was perceived highly positively by consumers. The idea of self-service technologies in the FMCG industry is a much welcomed innovation.