调查长沙超市自助结账机的服务质量对顾客使用意向和满意度的影响

You are invited to participate in a research study conducted by Danni Ren in MSc Library and Information Management (Information Management Stream), supervised by Dr. Stuart So, in the Faculty of Education at the University of Hong Kong.

The purpose of the study is to study on the effect of self-checkout quality on Shopper’s behavioral intentions and satisfaction in Changsha supermarkets. You are invited to conduct an online questionnaire survey on your experiences and opinions about self-checkout machine in Changsha supermarkets. The online survey will talk around 5 -10 minutes to finish. There are no known risks beyond those experienced in every ordinary life.

Your participation is voluntary. This means that you can choose to stop at any time
without negative consequences. Compensation does not count as benefits. Your response to this survey will be anonymous. All the collected information in this study will be used for research purpose only. The collected data will be stored in password protected computers or cloud after the project report submission. The data will be destroyed on August 15, 2021.

If you have any questions about the research, please feel free to contact Danni Ren (+13974861993/ daren@connect.hku.hk) and Dr. Stuart So ( Stuarts0@hku.hk). If you have questions about your rights as a research participant, contact the Human Research Ethics Committee, HKU (2241-5267). Thank you for your patient and participation.


*Please make sure that: I am over 18 years old. I understand the procedures described above.


您被邀请参加香港大学学生任丹妮(图书馆与信息管理专业硕士)的研究性学习,这个项目由Dr. Stuart So所监督。本研究的目的是为了调查长沙超市自助结账机的服务质量对顾客使用意向和满意度的影响。您被邀请填写一份网上的调查问卷,这个问卷大概会花费您5-10分钟的时间,这不会对您的日常生活产生任何不良的影响。

您的参与是自愿性的,并且您对这份调查研究的回答也是匿名的。本研究中收集的所有信息仅用于研究目的。当提交研究报告后,收集的数据将存储于有密码保护的电脑里,数据将于2021年8月15日被销毁。

如果您对这项研究有任何疑问,请随时与任丹妮((+13974861993/ daren@connect.hku.hk)和Stuart So博士(stuart0@hku.hk)联系。如果您对自己作为研究参与者的权利有任何疑问,请联系香港大学研究伦理委员会(2241-5267)。再次谢谢您的耐心参与!

*请确保:本人已满18周岁,本人明白上述程序。
 What’s your gender? 你的性别
2.How old are you? 你的年龄
What is your highest educational level? 你的教育水平
Occupation 你的职业
Please specify your city 你生活的城市在哪
Please specify your income status/per month 你的收入情况/每月
Part 2: Self-checkout service usage
第二部分:自助结账服务使用情况
此部分主要是想了解您去超市购物的情况以及使用超市自助结账机的情况
How often do you go to the supermarket? 你多久去一次超市购物?
How many items do you buy on your average shop? 你一次购物一般会买多少样东西?
How do you usually pay? 你通常用什么支付?
Have you ever saw the self-checkout machine in supermarkets? 你有在超市见过自助结账机吗?
Do you often see the self-checkout machine in supermarkets? 你经常在超市见到自助结账机吗?
Have you ever used the self-checkout machine in supermarkets? 你有在超市使用过自助结账机吗?
If you answered No, please take a moment to tell us why: 如果你的回答是没有,请告诉我们原因:
How frequently do you use self-checkout machines? 你使用自助结账机的频率是多少?
Part 3: Speed
第三部分-速度
以下问题是为了调查你对使用自助结账机的感受,所有条目都没有对错好坏之分,请您按照自己的感觉作答。以下选项1代表强烈不同意,2代表不同意,3代表中立,4代表同意,5代表强烈同意。
如果您没有使用过自助结账机,请根据您对自助结账机的主观认识选择回答。
I think the self-checkout machine saves me time 我认为自助结账机节省了我购物的时间
I think the self-checkout machine lets me check-out quickly 我认为自助结账机让我结账时更加快速
I think the self-checkout machine are faster than waiting lines 我认为自助结账机的排队时间比人工结账的排队的时间更少
I used self-checkout machine because it is quicker and more convenient than human interactions. 我认为自助结账机比起人工结账更加方便
Ease-of-use 使用容易度
I think the self-checkout machine can be learned to use very quickly 我认为使用自助结账机很容易上手
I think the self-checkout machine is easy to use 我认为使用自助结账机使用起来很简单
 I think the self-checkout machine does not talk much effort 我认为使用自助结账机不费吹灰之力
I find the on-screen text easy to read 我认为自助结账机屏幕上的引导语很容易理解
Reliability-可靠性
I think the self-checkout machine is accurate 我认为在使用自助结账机的时候,扫描商品是很准确的
I think the self-checkout machine is secure. (For example, making payments are trustworthy) 我认为自助结账机在付款时很安全
I think the self-checkout machine is reliable 我认为自助结账机很可靠并且是值得信赖的
Enjoyment-享受度
I enjoy using the self-checkout machine 我很享受在结账时使用自助结账机
I think it is fun to scan the items by myself 我认为在结账时自己扫描商品很有趣
Control-控制度
I think the self-checkout machine gives me control 我认为使用自助结账机的整个过程都在我的控制范围之内
I think the self-checkout machine let me be in charge我认为在结账时,使用自助结账机让我有更大的自主操控权(比如:我可以再次修改我购买商品的数量)
Using the self-checkout machine gives me more control than manual checkout比起人工结账,使用自助结账机让我有更大的掌控力
第四部分: 服务质量
Part 4: : Service quality
以下问题是为了调查你使用自助结账机服务质量的感受,所有条目都没有对错好坏之分,请您按照自己的感觉作答。以下选项1代表强烈不同意,2代表不同意,3代表中立,4代表同意,5代表强烈同意
I think the self-checkout machine provides a high quality service我认为自助结账机提供了高质量的服务
The self-checkout machine provided a better service experience than what I was expecting 自助结账机比我预期提供了更好的服务
When completing a transaction, rate the following aspects of the experience from most important to least important. 当你使用自助结账机完成一次交易时,请对以下几个影响你选择使用自助结账机的原因进行一个排序
第五部分: 客户总体满意度
Part 5: Customer overall satisfaction
以下问题是为了调查你使用自助结账机的总体满意度的感受,所有条目都没有对错好坏之分,请您按照自己的感觉作答。以下选项1代表强烈不同意,2代表不同意,3代表中立,4代表同意,5代表强烈同意。
The self-checkout machine meet all my requirenment when I check out 自助结账机在我结账时满足了我所有需求
The self-checkout machine improves my overall purchasing experience我认为使用自助结账机提高了我整体购物的体验
I believe my shopping experience will be more satisfied because of using self-checkout machine 因为使用了自助结账机,所以我对这一次购物更加满意
How would you rate your over-all experiences with the self-service machine? 你对使用自助结账机的体验做什么评价
第六部分:使用意图
Part 6: Intention to use
以下问题是为了调查你对自助结账机的使用意图,所有条目都没有对错好坏之分,请您按照自己的感觉作答。以下选项1代表强烈不同意,2代表不同意,3代表中立,4代表同意,5代表强烈同意
I will continue to use self-checkout machine in the future 我会继续使用自助结账机
When the choice is available, I would like yo choose a self-checkout service over a traditional cashier 在可以选择的情况下,相比于传统柜台,我更愿意选择自助结账机结账
I would prefer to go shopping in supermarkets where have self-checkout machines 我更偏向于去有自助结账机的超市购物
What causes you to use self-checkout machines是什么因素导致你选择自助结账机

What causes you not to use self checkout 是什么因素导致你不选择自助结账机
客户体验管理 复制此问卷