Location
Kumasi, Ghana & Virtual
Start Date
6-8-2026 4:30 PM
End Date
6-8-2026 5:00 PM
Description
Although mobile self-checkout (MSCO) apps are becoming more common in retail stores, their long-term success in emerging markets depends heavily on the system’s technical reliability. This qualitative thematic study of 888 user reviews for four established MSCO apps investigates how technical reliability shapes the user experience (UX) after app adoption. Using an integration of the UX Honeycomb model and the UTAUT2 framework, this paper demonstrates that technical reliability is a core UX element that affects usability, performance, trust, value, satisfaction and continued use. Technical reliability problems such as system outages, login challenges and transaction difficulties negatively impact several core UX facets and increase users’ effort. Therefore, this study adds to the growing body of MSCO literature by showing the relationship between technical reliability, UX and the UTAUT2 model and has implications for digital retail adoption in an emerging market, South Africa.
Included in
Technical Reliability as Foundation of Mobile Self-Checkout Experience
Kumasi, Ghana & Virtual
Although mobile self-checkout (MSCO) apps are becoming more common in retail stores, their long-term success in emerging markets depends heavily on the system’s technical reliability. This qualitative thematic study of 888 user reviews for four established MSCO apps investigates how technical reliability shapes the user experience (UX) after app adoption. Using an integration of the UX Honeycomb model and the UTAUT2 framework, this paper demonstrates that technical reliability is a core UX element that affects usability, performance, trust, value, satisfaction and continued use. Technical reliability problems such as system outages, login challenges and transaction difficulties negatively impact several core UX facets and increase users’ effort. Therefore, this study adds to the growing body of MSCO literature by showing the relationship between technical reliability, UX and the UTAUT2 model and has implications for digital retail adoption in an emerging market, South Africa.
