View in EDS

TECNOLOGÍAS: DE AUTOSERVICIO Y EXPERIENCIA DEL CONSUMIDOR EN SUPERMERCADOS: EVIDENCIA EMPÍRICA DE UN MERCADO EMERGENTE.

Saved in:
Bibliographic Details
Title: TECNOLOGÍAS: DE AUTOSERVICIO Y EXPERIENCIA DEL CONSUMIDOR EN SUPERMERCADOS: EVIDENCIA EMPÍRICA DE UN MERCADO EMERGENTE.
Alternate Title: SELF-SERVICE TECHNOLOGIES AND CONSUMER EXPERIENCE IN SUPERMARKETS: EMPIRICAL EVIDENCE FROM AN EMERGING MARKET.
Authors: Peñate-Santana, Yaimara1 yaimara.penates@ug.edu.ec, Lozada-Núñez, Dayana1 dlozadan@ug.edu.ec, Fernanda Moya-Puente, María1 maria.moyapu@ug.edu.ec
Source: Revista Episteme & Praxis. sep-dic2025, Vol. 3 Issue 3, p172-180. 9p.
Subject Terms: Self-service (Economics), Customer experience, Customer satisfaction, Emerging markets, Supermarkets, Digital technology, Structural equation modeling
Geographic Terms: Guayaquil (Ecuador)
Abstract (English): In the current retail sector context, the digitalization of processes and the incorporation of self-service technologies are key strategies for optimizing the customer experience and improving operational efficiency. The aims of this research was to analyze the influence of the use of self-service technologies on the consumer experience in supermarkets in Guayaquil. A quantitative approach, with an explanatory scope and a non-experimental cross-sectional design, was adopted. Surveys were administered to 384 consumers with experience using self-service checkouts. Data processing and analysis were performed using structural equation modeling. The results showed a positive and significant relationship between the use of self-service technologies and the consumer experience (β = 0.615; p < 0.01), with the most influential factors being frequency of use, ease of use, perception of efficiency, and system functionality. Likewise, areas for improvement were identified related to product scanning, the packaging process, station availability during peak hours, and technical support visibility. These findings offer practical implications for service management in supermarkets in emerging markets, providing evidence to optimize the implementation of technological solutions aimed at improving customer satisfaction and loyalty. [ABSTRACT FROM AUTHOR]
Abstract (Spanish): En el contexto actual del sector retail, la digitalización de los procesos y la incorporación de tecnologías de autoservicio constituyen estrategias clave para optimizar la experiencia del cliente y mejorar la eficiencia operativa. El objetivo de esta investigación fue analizar la influencia del uso de tecnologías de autoservicio en la experiencia del consumidor en supermercados de Guayaquil. Se adoptó un enfoque cuantitativo, de alcance explicativo y diseño no experimental de corte transversal. Se aplicaron encuestas a 384 consumidores con experiencia en el uso de cajas de autopago. El procesamiento y análisis de la información se realizó mediante modelos de ecuaciones estructurales. Los resultados evidenciaron una relación positiva y significativa entre el uso de tecnologías de autoservicio y la experiencia del consumidor (β = 0.615; p < 0.01), destacándose como factores más influyentes la frecuencia de uso, la facilidad de uso, la percepción de eficiencia y la funcionalidad del sistema. Asimismo, se identificaron áreas de mejora vinculadas al escaneo de productos, el proceso de empaquetado, la disponibilidad de estaciones en horas pico y la visibilidad del soporte técnico. Estos hallazgos ofrecen implicaciones prácticas para la gestión del servicio en supermercados de mercados emergentes, aportando evidencia para optimizar la implementación de soluciones tecnológicas orientadas a mejorar la satisfacción y la fidelización del cliente. [ABSTRACT FROM AUTHOR]
Copyright of Revista Episteme & Praxis is the property of Universidad Metropolitana del Ecuador and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)
Database: Education Research Complete
FullText Text:
  Availability: 0
Header DbId: ehh
DbLabel: Education Research Complete
An: 191505762
AccessLevel: 6
PubType: Academic Journal
PubTypeId: academicJournal
PreciseRelevancyScore: 0
IllustrationInfo
Items – Name: Title
  Label: Title
  Group: Ti
  Data: TECNOLOG&#205;AS: DE AUTOSERVICIO Y EXPERIENCIA DEL CONSUMIDOR EN SUPERMERCADOS: EVIDENCIA EMP&#205;RICA DE UN MERCADO EMERGENTE.
– Name: TitleAlt
  Label: Alternate Title
  Group: TiAlt
  Data: SELF-SERVICE TECHNOLOGIES AND CONSUMER EXPERIENCE IN SUPERMARKETS: EMPIRICAL EVIDENCE FROM AN EMERGING MARKET.
– Name: Author
  Label: Authors
  Group: Au
  Data: &lt;searchLink fieldCode=&quot;AR&quot; term=&quot;%22Pe&#241;ate-Santana%2C+Yaimara%22&quot;&gt;Pe&#241;ate-Santana, Yaimara&lt;/searchLink&gt;&lt;relatesTo&gt;1&lt;/relatesTo&gt;&lt;i&gt; yaimara.penates@ug.edu.ec&lt;/i&gt;&lt;br /&gt;&lt;searchLink fieldCode=&quot;AR&quot; term=&quot;%22Lozada-N&#250;&#241;ez%2C+Dayana%22&quot;&gt;Lozada-N&#250;&#241;ez, Dayana&lt;/searchLink&gt;&lt;relatesTo&gt;1&lt;/relatesTo&gt;&lt;i&gt; dlozadan@ug.edu.ec&lt;/i&gt;&lt;br /&gt;&lt;searchLink fieldCode=&quot;AR&quot; term=&quot;%22Fernanda+Moya-Puente%2C+Mar&#237;a%22&quot;&gt;Fernanda Moya-Puente, Mar&#237;a&lt;/searchLink&gt;&lt;relatesTo&gt;1&lt;/relatesTo&gt;&lt;i&gt; maria.moyapu@ug.edu.ec&lt;/i&gt;
– Name: TitleSource
  Label: Source
  Group: Src
  Data: &lt;searchLink fieldCode=&quot;JN&quot; term=&quot;%22Revista+Episteme+%26+Praxis%22&quot;&gt;Revista Episteme &amp; Praxis&lt;/searchLink&gt;. sep-dic2025, Vol. 3 Issue 3, p172-180. 9p.
– Name: Subject
  Label: Subject Terms
  Group: Su
  Data: &lt;searchLink fieldCode=&quot;DE&quot; term=&quot;%22Self-service+%28Economics%29%22&quot;&gt;Self-service (Economics)&lt;/searchLink&gt;&lt;br /&gt;&lt;searchLink fieldCode=&quot;DE&quot; term=&quot;%22Customer+experience%22&quot;&gt;Customer experience&lt;/searchLink&gt;&lt;br /&gt;&lt;searchLink fieldCode=&quot;DE&quot; term=&quot;%22Customer+satisfaction%22&quot;&gt;Customer satisfaction&lt;/searchLink&gt;&lt;br /&gt;&lt;searchLink fieldCode=&quot;DE&quot; term=&quot;%22Emerging+markets%22&quot;&gt;Emerging markets&lt;/searchLink&gt;&lt;br /&gt;&lt;searchLink fieldCode=&quot;DE&quot; term=&quot;%22Supermarkets%22&quot;&gt;Supermarkets&lt;/searchLink&gt;&lt;br /&gt;&lt;searchLink fieldCode=&quot;DE&quot; term=&quot;%22Digital+technology%22&quot;&gt;Digital technology&lt;/searchLink&gt;&lt;br /&gt;&lt;searchLink fieldCode=&quot;DE&quot; term=&quot;%22Structural+equation+modeling%22&quot;&gt;Structural equation modeling&lt;/searchLink&gt;
– Name: SubjectGeographic
  Label: Geographic Terms
  Group: Su
  Data: &lt;searchLink fieldCode=&quot;DE&quot; term=&quot;%22Guayaquil+%28Ecuador%29%22&quot;&gt;Guayaquil (Ecuador)&lt;/searchLink&gt;
– Name: Abstract
  Label: Abstract (English)
  Group: Ab
  Data: In the current retail sector context, the digitalization of processes and the incorporation of self-service technologies are key strategies for optimizing the customer experience and improving operational efficiency. The aims of this research was to analyze the influence of the use of self-service technologies on the consumer experience in supermarkets in Guayaquil. A quantitative approach, with an explanatory scope and a non-experimental cross-sectional design, was adopted. Surveys were administered to 384 consumers with experience using self-service checkouts. Data processing and analysis were performed using structural equation modeling. The results showed a positive and significant relationship between the use of self-service technologies and the consumer experience (β = 0.615; p &lt; 0.01), with the most influential factors being frequency of use, ease of use, perception of efficiency, and system functionality. Likewise, areas for improvement were identified related to product scanning, the packaging process, station availability during peak hours, and technical support visibility. These findings offer practical implications for service management in supermarkets in emerging markets, providing evidence to optimize the implementation of technological solutions aimed at improving customer satisfaction and loyalty. [ABSTRACT FROM AUTHOR]
– Name: Abstract
  Label: Abstract (Spanish)
  Group: Ab
  Data: En el contexto actual del sector retail, la digitalizaci&#243;n de los procesos y la incorporaci&#243;n de tecnolog&#237;as de autoservicio constituyen estrategias clave para optimizar la experiencia del cliente y mejorar la eficiencia operativa. El objetivo de esta investigaci&#243;n fue analizar la influencia del uso de tecnolog&#237;as de autoservicio en la experiencia del consumidor en supermercados de Guayaquil. Se adopt&#243; un enfoque cuantitativo, de alcance explicativo y dise&#241;o no experimental de corte transversal. Se aplicaron encuestas a 384 consumidores con experiencia en el uso de cajas de autopago. El procesamiento y an&#225;lisis de la informaci&#243;n se realiz&#243; mediante modelos de ecuaciones estructurales. Los resultados evidenciaron una relaci&#243;n positiva y significativa entre el uso de tecnolog&#237;as de autoservicio y la experiencia del consumidor (β = 0.615; p &lt; 0.01), destac&#225;ndose como factores m&#225;s influyentes la frecuencia de uso, la facilidad de uso, la percepci&#243;n de eficiencia y la funcionalidad del sistema. Asimismo, se identificaron &#225;reas de mejora vinculadas al escaneo de productos, el proceso de empaquetado, la disponibilidad de estaciones en horas pico y la visibilidad del soporte t&#233;cnico. Estos hallazgos ofrecen implicaciones pr&#225;cticas para la gesti&#243;n del servicio en supermercados de mercados emergentes, aportando evidencia para optimizar la implementaci&#243;n de soluciones tecnol&#243;gicas orientadas a mejorar la satisfacci&#243;n y la fidelizaci&#243;n del cliente. [ABSTRACT FROM AUTHOR]
– Name: AbstractSuppliedCopyright
  Label:
  Group: Ab
  Data: &lt;i&gt;Copyright of Revista Episteme &amp; Praxis is the property of Universidad Metropolitana del Ecuador and its content may not be copied or emailed to multiple sites without the copyright holder&#39;s express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract.&lt;/i&gt; (Copyright applies to all Abstracts.)
PLink https://search.ebscohost.com/login.aspx?direct=true&site=eds-live&db=ehh&AN=191505762
RecordInfo BibRecord:
  BibEntity:
    Languages:
      – Code: spa
        Text: Spanish
    PhysicalDescription:
      Pagination:
        PageCount: 9
        StartPage: 172
    Subjects:
      – SubjectFull: Self-service (Economics)
        Type: general
      – SubjectFull: Customer experience
        Type: general
      – SubjectFull: Customer satisfaction
        Type: general
      – SubjectFull: Emerging markets
        Type: general
      – SubjectFull: Supermarkets
        Type: general
      – SubjectFull: Digital technology
        Type: general
      – SubjectFull: Structural equation modeling
        Type: general
      – SubjectFull: Guayaquil (Ecuador)
        Type: general
    Titles:
      – TitleFull: TECNOLOGÍAS: DE AUTOSERVICIO Y EXPERIENCIA DEL CONSUMIDOR EN SUPERMERCADOS: EVIDENCIA EMPÍRICA DE UN MERCADO EMERGENTE.
        Type: main
  BibRelationships:
    HasContributorRelationships:
      – PersonEntity:
          Name:
            NameFull: Peñate-Santana, Yaimara
      – PersonEntity:
          Name:
            NameFull: Lozada-Núñez, Dayana
      – PersonEntity:
          Name:
            NameFull: Fernanda Moya-Puente, María
    IsPartOfRelationships:
      – BibEntity:
          Dates:
            – D: 01
              M: 09
              Text: sep-dic2025
              Type: published
              Y: 2025
          Identifiers:
            – Type: issn-print
              Value: 29608341
          Numbering:
            – Type: volume
              Value: 3
            – Type: issue
              Value: 3
          Titles:
            – TitleFull: Revista Episteme & Praxis
              Type: main
ResultId 1