Factors Affecting Continuous Intention to Use of Unmanned Convenience Store TBSS in Korea: Focused on PPM Model

Abstract

After COVID-19, service contact points between humans and machines are expanding due to changes in the global economy and the development of the 4th Industrial Revolution technology. Additionally, the domestic minimum wage is rising, adding to the difficulties of operating convenience stores. With many convenience stores experimenting with unmanned convenience stores, the response from consumers can be said to be positive. This study investigates the factors that influence attitudes at unmanned convenience stores TBSS (technology-based self-service). The structural equation of AMOS 21.0 was used to test the hypotheses of this study. The results of the survey analysis of 587 respondents are as follows. First, it was found that authentication inconvenience has a negative effect on attitude. Second, usefulness and ease of use were found to affect attitude positively. Third, technology anxiety was found not to affect attitude at the 5% significance level. Fourth, social anxiety was found to have a positive effect on attitude. Fifth, the attitude affected the continuous intention to use positively. The conclusion presents the study’s theoretical and practical implications and limitations based on these findings. © The Author(s), under exclusive license to Springer Nature Switzerland AG 2025.