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Modern customer service in selected shops: A comparative analysis Cover

Modern customer service in selected shops: A comparative analysis

International Journal of Management and Economics
Volume 61 (2025): Issue 5 (December 2025)
By: Dariusz Masłowski,  Mariusz Salwin,  Sandra Pallus-Fudali,  Magdalena Hryniewicka and  Michał Pałęga  
Open Access
|Dec 2025

Figures & Tables

Figure 1

Problems arising in the use of self-service checkouts.
Problems arising in the use of self-service checkouts.

Figure 2

Changes consumers would make to self-service checkouts.
Changes consumers would make to self-service checkouts.

Figure 3

Reasons why customers choose self-service checkout.
Reasons why customers choose self-service checkout.

Figure 4

Types of cash registers used by respondents.
Types of cash registers used by respondents.

Figure 5

Comparison of the choice of the best type of self-service in relation to all survey participants and to the number of people using the type of checkout.
Comparison of the choice of the best type of self-service in relation to all survey participants and to the number of people using the type of checkout.

Figure 6

Choice of self-service option depending on checkout type and shop.
Choice of self-service option depending on checkout type and shop.

Figure 7

Shops where respondents use self-service checkouts.
Shops where respondents use self-service checkouts.

Summary of the survey and analysis of the results regarding the performance evaluation of the cash registers_

QuestionsResponses of respondents
Frequency of use of self-service checkoutsAlwaysOftenRarelyNever
24%56%16%4%
The most common problems encountered when using self-service checkoutsToo long waiting time for vendor assistance; weight error; no possibility to put products in their own bag; insufficient space on the scales
Changes that customers would makeAddition of a “custom bag” option; more retailers to assist; increase in weight; possibility to pay in cash; standardized checkout in all shops
Reasons for choosing self-service checkoutSmall queue; small purchases; no interaction with shop staff
Average rating for comfort at self-service checkouts (scale of 1–5)4.06
Most commonly used cash registersScanning a bar code and putting it on the scales; barcode scanning without placing on scales
Best type of cash register according to consumersScanning the barcode without putting it on the scale
Average rating for ease of use (scale of 1–5)Scanning the bar code and putting it on the scale3.74
Scanning the barcode without putting it on the scale4.40
Single item placement in the shopping basket without scanning the code3.96
Self-service shop with payment via app (Żappka)3.38
The most popular self-service shops used by consumersBiedronka; Rossmann; Lidl

Reasons for choosing different types of checkout_

Reasons for choosing a traditional cash registerReasons for choosing self-service checkout

  • Insufficient space for shopping at self-checkout

  • Cashier scans the items, eliminating the possibility of errors

  • Option for cash payment

  • Traditional checkout is more convenient and faster

  • Cashier scans items more efficiently

  • Difficulty scanning barcodes or items without barcodes that need to be manually searched for at self-checkout

  • Excessive wait times at self-checkout, especially when purchasing alcohol

  • Ability to pack items while the cashier scans them

  • Shorter queues

  • No need for interaction with a cashier

  • Faster than traditional checkout

  • No pressure from the cashier’s quick scanning of items

  • Eases the workload of cashiers

  • Curiosity about how the checkout system works in this store/chain

  • Cashiers often ask questions about apps, loyalty points, and suggest promotional products, which can be annoying

  • Ability to check the prices of individual items (e.g., to ensure that promotions are applied)

Comparison of selected self-service checkout functions in selected shops_

ShopBiedronkaLidlKauflandCarrefourAuchanRossmannHebeDecathlonŻabka
Cash payment option − − + − + − − − −
Built-in checkweigher+++++ − − − −
Weighing products on scales at the checkout++ − − − NDNDNDND
Possibility of using your own bag++ − ++NDNDNDND
Scanning a receipt on exit − ++ − − − − − ND
Need to click START before scanning the first product − − + − − − ++ND
Dedicated member of staff to assist in case of problems − +/− +++ − − − −

Respondents’ ratings of the ease of use of the checkout types and the average rating of the ease of use of each checkout type_

Checkout typeRating (%)Average rating
12345
Scanning the barcode and putting it on the scales (e.g., Lidl, Biedronka, Carrefour)49233727 3.74
Scanning the barcode without putting it on the scale (e.g., Rossmann, Hebe)41102065 4.40
Individual placement of products in the basket without scanning the code (e.g., Decathlon)81242146 3.96
Self-service shop with payment via app (Żappka)1411242427 3.38

Advantages and disadvantages of the different types of self-service checkouts_

Checkout typeAdvantagesDisadvantages
Scanning the barcode and putting it on the scales (e.g., Lidl, Biedronka, Carrefour)
  • –

    The checkweigher catches product misplacement, eliminating the risk of paying the wrong amount for a product

  • –

    Heavy products do not need to be placed on the scales
  • –

    Frequent errors caused by checkweighing

  • –

    Inability to undo or remove a product from the list

  • –

    Need for the cashier to validate the alcohol

Scanning the barcode without putting it on the scale (e.g., Rossmann, Hebe)
  • –

    Low number of errors during deletion

  • –

    Easy to handle
  • –

    No possibility of removing an erroneously scanned product

  • –

    High risk of theft

  • –

    Scanners have a long range and often scan the same product twice

Individual placement of products in the basket without scanning the code (e.g., Decathlon)
  • –

    No need to scan the product code

  • –

    Low risk of theft

  • –

    Very easy and fast cash register operation
  • –

    Expensive system, requiring an RFID reader to be inserted on each product

Self-service shop with payment via app (Żappka)
  • –

    No checkout process

  • –

    Quick and convenient shopping

  • –

    Low risk of theft
  • –

    Expensive system requiring a special camera system

  • –

    Limited range

  • –

    Need for a shop application

From a business perspective
  • –

    Shorter checkout queues

  • –

    Optimization of employee work

  • –

    Reduction in retail costs

  • –

    More efficient use of shop space

  • –

    Multilingual service options

  • –

    Improved shop efficiency
  • –

    The need to invest in a self-service checkout system

  • –

    Many problems encountered during checkout

  • –

    The need to send an employee to the self-service checkout area

  • –

    Risk of theft or fraud

Characteristics of the shops analyzed_

ShopCountry of originYear of creationFirst shop in PolandType of saleAssortmentAverage shop areaArea of activity
BiedronkaPoland19951995SupermarketFoodstuffs, industrial goodsApprox. 650 m2 Poland
LidlGermany19302002SupermarketFoodstuffs, industrial goodsApprox. 1,200 m2 Europe
KauflandGermany19682001HypermarketFoodstuffs, industrial goods, everyday productsApprox. 2,600 m2 Europe
CarrefourFrance19591997Hypermarket, supermarketFoodstuffs, industrial products, daily consumer goods, household appliances, consumer electronicsHypermarket: 2,000–12,000 m2, supermarket: up to 2,000 m2 Europe, Asia, South America
AuchanFrance19611996Hypermarket, supermarketFoodstuffs, industrial products, daily consumer goods, household appliances, consumer electronicsHypermarket: over 10,000 m2, supermarket: 100–2,000 m2 Europe, Asia
RossmannGermany19721993IndustryCosmetics, household chemicalsApprox. 350 m2 Europe
HebePoland20112011IndustryCosmetics, household chemicalsApprox. 250 m2 Poland
DecathlonFrance19762001Branch trading houseSports clothing and accessories, supplements, sports equipment and suppliesApprox. 6,000 m2 world
ŻabkaPoland19981998Convenience storeGroceries, daily necessities60–150 m2 Poland

Metrics of respondents to the survey_

Gender Women – 74%Men – 26%
Age Below 18 years – 8%18–35 years – 70%35–50 years – 18%Above 50 years – 4%
Education Basic – 7%Professional – 3%Medium – 47%Higher – 43%
Place of residence Village – 33%City of up to 150,000 inhabitants – 37%City of 150,000–500,000 inhabitants – 14%City of over 500,000 inhabitants – 16%
DOI: https://doi.org/10.2478/ijme-2025-0019 | Journal eISSN: 2543-5361 | Journal ISSN: 2299-9701
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Language: English
Page range: 1 - 12
Submitted on: Apr 16, 2024
|
Accepted on: May 7, 2025
|
Published on: Dec 30, 2025
Published by: Warsaw School of Economics
In partnership with: Paradigm Publishing Services
Publication frequency: 4 issues per year
Keywords:
Self-service checkouts,
Comfort rating,
Large-format shops,
Modern customer service
Related subjects:
Business and economics,
Political economics,
Economic theory, systems and structures,
Business management,
Management accounting, financial controlling, cost calculation, investment

© 2025 Dariusz Masłowski, Mariusz Salwin, Sandra Pallus-Fudali, Magdalena Hryniewicka, Michał Pałęga, published by Warsaw School of Economics
This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 License.

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