An investigation of smart retail technologies and shopping centre patronage intentions

Purpose The purpose of this study is to investigate how dimensions related to the usage of smart retail technologies (SRT) are transferable into the physical outcome of shopping centre patronage intentions. Design/methodology/approach A scale that integrated items from existing technology acceptance model (TAM) and stimulus-organism-response (SOR) measures was utilised and applied to measure influencers of SRT usage, and how it would affect patronage intentions, with e-satisfaction as a moderator. Data was collected from 850 participants and analysed using exploratory factory analysis and structural equation modelling (SEM). Findings The results of the factor analysis confirmed the psychometric soundness of the adapted scale, and the partial least square equation modelling PLS-SEM results indicated that hedonic factors of SRTs exerted a stronger influence on shopping centre patronage intentions over utilitarian factors. Originality/value This study extends knowledge regarding TAM and SOR in a physical shopping centre setting and reaffirms that hedonic functions of SRT are more important than those of utilitarian value. The practical implications of this finding emphasise incorporating SRTs into physical retail spaces to shape customer perceptions and foster positive behavioural responses.