The linkage between quality of information systems and the impact of trust-based privacy on behavioral outcomes in unmanned convenience store: Moderating effect of gender and experience

Abstract

The spread of COVID-19 has sparked interest in consumer experience research in contactless technologies and related industries in which no human factor is involved during the service process. Despite the many benefits of unmanned convenience stores, consumers must inevitably shoulder the uncertainty that personal privacy information may be exposed through such smart technology. To address this heightened privacy concern, we adopted trust-based privacy protection model within the classic framework of information systems success in this study. To be specific, we explore how the information systems success qualities of unmanned convenience stores affect consumers' trust-based privacy protection, subsequently impacting consumer satisfaction, loyalty, and behavioral intention while considering the moderating effect of gender and emperience. In this study, we used 480 out of 525 responses to conduct path analysis using structural equation model. Our sample is drawn from respondents who have experienced major unmanned convenience stores in China. Our findings confirm that the information systems success qualities of unmanned convenience stores enhance trust-based privacy protection, leading to increased consumer satisfaction, loyalty, and behavioral intention, while gender and experience also play a significant role in the void between theories.