International Research Journal of Education and Technology

This study explores how self-service technologies influence customer satisfaction, operational efficiency, and overall business performance at Reliance Smart Point supermarkets in Coimbatore. Drawing from a sample of 120 respondents, the research reveals a predominantly positive reception towards self-service, particularly among younger, tech-savvy consumers. Findings indicate enhanced convenience, faster checkouts, and moderate cost efficiencies, though challenges such as technical issues and lack of assistance persist. The study offers strategic recommendations for improving the implementation of self-service and concludes that with targeted enhancements, self-service can significantly improve supermarket performance.