This research investigated how the relationship between customers’ psychological factors and expectations of self-checkout systems influences overall satisfaction. The results show that perceptions of “social injustice” negatively affect consumer satisfaction when the customer has high expectations. Conversely, the variables “uncomfortable,” “unoccupied,” and “anxious” negatively affect satisfaction when expectations are low.

• F. Morimura(Kobe University)
• K. Nishioka(Kansai University)
• C. Minami(Kobe University)