Self-service technologies potential in the portuguese retail sector

  • Marco Guilherme Oliveira Albuquerque (Student)

Student thesis: Master's Thesis


The use of self-service technologies has the potential to disrupt the Portuguese retail industry. The aim of this research is to assess how can SSTs transform the retail space in Portugal. This assessment was done by studying the relationship between consumer problems with attributes of self-service technologies and by the relationship between Technology readiness of consumers and self-service technologies adoption and lastly by the relationship between selfservice technologies satisfaction and the consumers’ trustworthiness and willingness to purchase. The data supported that self-service technologies could solve specific consumers problems related with their retail experience. Furthermore, the hypothesized framework indicated that the higher the technology readiness of a consumer the higher the self-service technology adoption will be. Besides, the Technology readiness of consumers is a crucialvariable to evaluate the willingness to use innovative self-service stores. Lastly, results also show that the higher self-service technologies satisfaction, the higher will be the consumers’trustworthiness and loyalty with the respective retailers and the higher will be the willingness to purchase. Besides, more results are shown in order to support the conclusions. This research finishes with limitations and recommendations for future studies about this topic.
Date of Award13 Oct 2020
Original languageEnglish
Awarding Institution
  • Universidade Católica Portuguesa
SupervisorGonçalo de Oliveira Vieira Dinis Saraiva (Supervisor)


  • Self-service technologies
  • Technology readiness
  • Portuguese retail industry
  • Consumer satisfaction
  • Consumer loyalty
  • Consumer willingness to purchase
  • Amazon Go


  • Mestrado em Gestão

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