The Self-Service Purchasing Market in the U.S.

Jun 1, 2008
225 Pages - Pub ID: LA1562604
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Plastic payment swipes are ushering in a new world of self-service buy-and-pay applications, with American consumers increasingly using self-checkout stations at grocery stores, paying for travel through airport check-in kiosks, and renting movies from self-service DVD rental kiosks instead of traditional retail spaces. Snapshots are being developed at photo kiosks, and motorists are refueling their vehicles at pay-at-pump gas stations. Restaurant diners can order from touch-screens at fast-food chains and use hand-held, pay-at-table devices at sit-down restaurants. This new mode of self-service kiosk commerce is being built on ground already broken by ATMs and vending machines, both of which are going through both challenges and exciting developments in their own right. Well aware that helping customers serve themselves is big business, manufacturers are feverishly working to develop applications to compete in this burgeoning market. From retail to hospitality, from foodservice to transportation to entertainment, industries are eagerly seeking to install new self-service technologies in order to meet customer demand, jump ahead of competitors and save on labor costs.

The Self-Service Purchasing Market in the U.S. examines the historical origins, the coming trends and the occasional missteps of self-service commerce initiatives. It looks at who the major players are, discussing in depth the advantages and drawbacks of self-service programs. In addition, the report takes an in-depth look at trends in the payments industry in terms of how they relate to self-service applications.

Report Methodology
The information in The Self-Service Purchasing Market in the U.S. is based on primary and secondary research. Primary research entailed in-depth interviews with consultants and industry insiders to obtain information on self-service trends, consumer acceptance and kiosk deployment strategies. Secondary research entailed data gathering from relevant sources, including consumer and industry publications, newspapers, government reports, company literature and corporate annual reports. Dozens of charts and tables from diverse industry sources are included. Consumer demographics are derived from Simmons Market Research Bureau and BIG research consumer survey data.

What You’ll Get in This Report
The Self-Service Purchasing Market in the U.S. makes important predictions and recommendations regarding the future of this market, and pinpoints ways current and prospective players can capitalize on current trends and spearhead new ones. No other market research report provides both the comprehensive analysis and extensive data that The Self-Service Purchasing Market in the U.S. offers. Plus, you’ll benefit from extensive data, presented in easy-to-read and practical charts, tables and graphs.

How You’ll Benefit from This Report
If your company is considering installing or upgrading self-service technology for customer use, you will consider this report invaluable. Manufacturer and developers of self-service applications will also find it indispensible as it provides a comprehensive package of information and insight not offered in any other single source. You will gain a thorough understanding of the current market for self-service kiosks, self-pay systems, vending machines and ATMs.

This report will help:

  • Marketing managers identify market opportunities and develop targeted promotion plans for the self-service market.
  • Research and development professionals stay on top of competitor initiatives and explore demand for new technologies and applications.
  • Advertising agencies working with clients in the hospitality, foodservice, entertainment, travel and transportation industries understand consumer attitudes and behavior related to self-service applications.
  • Business development executives understand the dynamics of the market and identify possible partnerships.
  • Information and research center librarians provide market researchers, brand and product managers and other colleagues with the vital information they need to do their jobs more effectively.

  • Chapter 1: Executive Summary
    • Scope & Methodology
      • Scope of Report
      • Report Methodology

    • Overall Market
      • The Self-Service Economy
      • Figure 1-1: Share of Self-Service “Buy-and-Pay” Transaction Volume by Classification, 2007 vs. 2012 (percent)
      • Kiosk Penetration in Retail and Hospitality
      • A Positive Confluence of Factors
      • Top Players Crossing Over from ATMs
      • More ATMs, But Fewer Transactions
      • Blame it on Debit Cards
      • Deployers Focusing on New Functions

    • Retail Self-Checkout and Restaurant Trends
      • Retail Self-Checkout Going Strong
      • Consumer Usage and Appeal
      • Several Grocery Chains Field Innovative Self-Pay Initiatives
      • Self-Payment Systems in Restaurants
      • Pay-at-Table Platforms

    • Emerging Trends in Buy-and-Pay Kiosks
      • Part of Modern Life
      • DVDs
      • Photo Development
      • Gift Cards
      • Hospitality
      • Healthcare
      • Public Services

    • Vending Trends
      • Vending Machines and Kiosks Increasingly Overlapping
      • Lackluster Growth in Vending Revenues
      • Figure 1-2: U.S. Vending Industry Revenues, 1997-2006 (in billions of dollars)
      • Market Outlook

    • Consumer Trends
      • A General Desire for Self-Service Applications
      • Level of Self-Service Acceptance Among Consumers
      • Yet Some Consumers Avoid Kiosks
      • Debit Cards Outpace Credit Cards

    Chapter 2: Overall Market

    • The Self-Service Economy
    • Market to Reach $1.2 Trillion in 2012
    • Figure 2-1: Self-Service “Buy-and-Pay” Transaction Volume, 2007-2012 (in billions of dollars)
    • Figure 2-2: Share of Self-Service “Buy-and-Pay” Transaction Volume by Classification, 2007 vs. 2012 (percent)
    • Kiosk Penetration in Retail and Hospitality
    • Figure 2-3: State of Kiosk Deployment, 2007 (percent)
    • Point-of-Sale/Self-Checkout Is Most Popular Kiosk Type
    • Figure 2-4: Types of Kiosks, 2007 (percent)

  • Global Context
    • Self-Payment More Widespread in Wealthier Regions
    • Self-Service Most Common in the United States
    • Green and Healthy Automation Trends in Europe
    • Japan Loves Vending

  • Market Drivers and Drawbacks
    • A Positive Confluence of Factors
    • Figure 2-5: Factors Fueling Kiosk Growth for Businesses, 2007 (percent)
    • Growing Consumer Acceptance and Demand
    • Lower Technology Costs
    • Figure 2-6: Producer Price Indexes for POS Terminals, Funds-Transfer Devices and All Other Miscellaneous Computer Peripheral Equipment, 1998-2008
    • Consumer Shift to Plastic Payment
    • Self-Payment Offers Advantages to Businesses
    • Reduce Labor Costs
    • Upsell and Assist Sales
    • Avoid Missed Sales/Extends Hours
    • Add Efficiencies
    • Increase Store Traffic
    • Meet Customer Demand
    • Create Differentiation and Loyalty
    • Disadvantages of Self-Pay Applications for Businesses
    • Costs Too Much to Implement
    • Alienates Customers
    • Loses Sales

  • Competitive Overview
    • Reasons for Kiosk Deployment
    • Figure 2-7: Top Three Reasons for Kiosk Deployment, 2007 (percent)
    • Figure 2-8: Top Three Reasons for Kiosk Applications, 2007 (percent)
    • Table 2-1: Reasons for Kiosk Deployment, 2007 (percent)
    • Table 2-2: Beneficial Kiosk Applications, 2007 (percent)
    • Self-Service Deployment as Brand Builder
    • Figure 2-9: Do Self-Service Technologies Create a More Positive Perception of the Deployer’s Brand? (percent)
    • Keys to Effective Self-Service Technology Deployment
    • Smart Locations
    • Simplicity
    • Available Assistance
    • Internal Integration
    • Top Players Crossing Over from ATMs
    • Table 2-3: Leading Manufacturers of Self-Service Buy-and-Pay Hardware by 2007 Revenues (in millions of dollars)

  • Competitor Profiles
    • Coinstar
    • Company Founded on Coin-Counting Kiosks
    • Company Launches Coin to Card Program
    • A Co-owner of Redbox DVD Kiosks
    • Looking Abroad
    • NCR Corporation
    • Overview
    • Focus on Kiosks
    • Acquisitions and Spin-Offs
    • Covering All Bases
    • Still a Powerhouse in ATMs
    • Looking Abroad
    • VeriFone Holdings, Inc.
    • Overview
    • New Products Focused on Self-Service Applications
    • VeriFone Hits NYC Taxi Circuit
    • Going Contactless

  • Focus on ATMs & Automated Financial Services
    • More ATMs, But Fewer Transactions
    • Figure 2-10: Number of ATM Machines in the U.S., 1996-2006
    • Figure 2-11: Monthly Number of ATM Transactions per ATM in the U.S., 1996-2006
    • Table 2-4: Number of Off-Branch ATMs in the U.S. and Percentage of Total ATMs, 1996-2006
    • Figure 2-12: Total Number of ATM Transactions in the U.S., 1996-2006 (in billions)
    • Top ATM Owners
    • Figure 2-13: Top Five Bank Owners of ATMs by Number of ATMs in Operation in the U.S., 2007
    • Blame it on Debit Cards
    • Deployers Focusing on New Functions
    • Costs of Advanced ATMs
    • Advanced ATMs in C-Stores
    • Advanced ATMs in Banks
    • Looking Ahead: ATM Integration with Mobile Phones
    • Company Spotlight: U.S. Bancorp
    • Focus on Customization
    • Aiming for the Unbanked
    • Figure 2-14: Percentage of Unbanked Consumers by Race/Ethnicity, 2007

  • Trends in Third-Party Payment Processing
    • Overview
    • Figure 2-15: North American Third-Party Payment Processing Revenues, 2002-2011 (in billions of dollars)
    • Leading Players
    • Table 2-5: Leading Third-Party Payment Processors by Revenues, 2006 vs. 2007 (in millions of dollars)
    • Acquisitions Continue in 2008
    • Credit Card Transaction Fees
    • Transaction Processing in the Self-Service Market
    • Debit Card Transaction Fees
    • Looking Ahead: Resistance to Transaction Fees

    Chapter 3: Retail Self-Checkout and Restaurant Trends

    • Trends in Retail Self-Checkout
      • Overview
      • Self-Checkout Advantages and Disadvantages
      • Consumer Usage and Appeal
      • Figure 3-1: Importance of Self-Checkout When Selecting Primary Grocery Store, 2007 (percent)
      • Figure 3-2: Consumer Insights into Self-Checkout: “I Like Self-Checkout…”, 2007 (percent)
      • Perceived Advantages to Self-Checkout
      • Perceived Disadvantages to Self-Checkout
      • Zenith Survey Shows Lower Rate of Consumer Acceptance
      • Figure 3-3: Self-Checkout Users’ Reactions, 2006 (percent)
      • A Reduction in Service?
      • Should Self-Service Shoppers Get Discounts?
      • Looking Ahead: Green Self-Checkouts
      • Several Grocery Chains Field Innovative Self-Pay Initiatives
      • Bloom
      • Giant Food Stores
      • Stop & Shop
      • Meijer
      • Fresh & Easy Neighborhood Markets
      • Self-Checkout Hold-Outs
      • Looking Ahead: More Independent Grocers to Install Self-Checkouts
      • Convenience Stores Slow to Adopt Self-Checkouts
      • Two C-Store Chains Out Front
      • Home Improvement Channel Reaching Chain-Wide Deployment

    • Self-Payment Trends in Restaurants
      • Scope of Self-Payment Systems in Restaurants
      • Pay-at-Table Platforms
      • Advantages of Pay-At-Table Platforms
      • Security
      • Improved Service
      • Faster Turnover
      • Reduced Transaction Fees
      • Resistance to Pay-At-Table Platforms
      • Looking Ahead: Variations on the Self-Service Theme
      • Fast-Food Buy-and-Pay Kiosks
      • Check Increases Among Kiosk Users
      • Kiosk Manufacturers Also Report Good Returns
      • Self-Service Initiatives at Theme Restaurants and Casinos

    Chapter 4: Emerging Kiosk Trends

    • Overview
      • Part of Modern Life
      • DVDs
      • Size and Growth of Category
      • The How and Where of DVD Rental Kiosks
      • The Leading Players
      • Figure 4-1: Top Three DVD Rental Kiosk Companies: By Number of Kiosks, Early 2008
      • Looking Ahead: Blockbuster To Rev Up in Self-Service Kiosks
      • Music and Media Downloads
      • Other Media: Jukeboxes and Newspapers
      • Photo Development
      • Gift Cards
      • Pay By Touch Focuses on Gift Card Customization
      • Safeway’s Blackhawk Network Going Strong
      • NetSpend Expanding Card Distribution via Kiosks
      • Arroweye Solutions Also Focuses on Customization
      • Hospitality
      • Car Rental Agencies
      • Healthcare
      • Automated Pharmacies
      • Public Services
      • Postal Services
      • Automobiles, Registration, Public Records and Fines
      • Utilities
      • Libraries and Schools
      • Churches and Non-Profits
      • Looking Ahead: Kiosks to Push Out into More Retail Businesses

    Chapter 5: Vending Trends

    • Market Overview
      • Kiosks vs. Vending Machines
      • A Brief History of Vending
      • Vending Machines and Kiosks Increasingly Overlapping
      • Lackluster Growth in Vending Revenues
      • Figure 5-1: U.S. Vending Industry Revenues, 1997-2006 (in billions of dollars) Sales by Product Category
      • Table 5-1: U.S. Vending Industry Sales by Product Category, 2003-2006 (in billions of dollars) Market Outlook
      • Cost of Doing Business Going Up
      • Figure 5-2: Producer Price Indexes for Vending Machine Manufacturing, 1998-2008
      • Figure 5-3: Producer Price Indexes for Vending Machine Operators, 2004-2008 (July-December)

    • Competitive Overview
      • A Three-Tiered Structure
      • Figure 5-4: Share of U.S. Vending Machines by Location, 2006 (percent)
      • The Top Vending Operators
      • Figure 5-5: Top U.S. Vending Operators by Worldwide Company Sales, 2007 (in billions of dollars)
      • Leading Vending Machine Manufacturers
      • Figure 5-6: Estimated Vending Revenues of Leading Vending Machine Manufacturers, 2007 (in millions of dollars)
      • The Soda Bottler Contingent
      • An Outdated Operating Model
      • Lack of Investment or Innovation

    • Market Trends
      • Changing Consumer Tastes and Increased Competition
      • Figure 5-7: Consumer Attitudes About Food and Nutrition, 2007 (percent)
      • Table 5-2: Consumer Attitudes About Food and Nutrition, 2004-2007 (percent)
      • A Question of Health
      • The School Scene
      • Schools Adding Healthier Vended Items, But…
      • The Work Scene
      • Credit Card Payments at Vending Machines
      • Advantages of Credit Card Acceptance
      • Barriers to Credit Card Deployment
      • Ethnic Food Vending Machines
      • Upscale and Hi-Tech Vending

    • Focus on “Vending Stores”
      • A New Concept: Fully Automated, Self-Checkout “Mini-Marts”
      • Company Snapshot: Fast Track Convenience
      • Company Snapshot: Quickstore24
      • Company Snapshot: Carts Blanche
      • Company Snapshot: Shop24

    • Looking Ahead
      • Contactless Payment at Vending Machines
      • Developments in Vending Technology
      • Self-Service Advertising: From Kiosks to Vending
      • Hot Can Vending

    Chapter 6: Consumer Trends

    • Attitudes and Demographics
      • A General Desire for Self-Service Applications
      • Level of Self-Service Acceptance Among Consumers
      • Figure 6-1: Are You More Likely to Do Business with a Company That Offers the Flexibility of Using Self-Service Technology? (percent)
      • Figure 6-2: What Percentage of Transactions Did You Conduct Using Self-Service Devices This Past Week?
      • Figure 6-3: Services that Consumers in the U.S. and Canada Would Like Offered on Self-Service Kiosks, May 2007 (% of respondents)
      • Yet Some Consumers Avoid Kiosks
      • Convenience, Speed and Service Benefits Often Fail to Reach Consumers
      • Looking Ahead: More Self-Service Systems at Convenience Stores, Fast-Food Restaurants
      • Table 6-1: What Percentage of Transactions Did You Conduct Using Self-Service Devices This Past Week?

    • Payment Preferences Among U.S. Consumers
      • Historical Evolution of Buy-and-Pay Formats
      • Debit Cards Outpace Credit Cards
      • Figure 6-4: Distribution of Number of Non-Cash Payments, 2003 vs. 2006 (percent)
      • Figure 6-5: Payment Options Used Most Often by Gift Purchasers: December 2003 vs. December 2007 (percent)
      • Cash, Debit Maintains Appeal in Minority Segments
      • Cash, Debit Usage Also Skews Younger
      • Value of Debit Card Transactions to Top $2 Trillion by 2010
      • Figure 6-6: Projected U.S. Debit Card Transaction Volume, 2005-2010 (in billions of dollars)
      • Ability to Accept Plastic a Self-Service Buy-and-Pay Must
      • Gift Cards Another Growth Area
      • Figure 6-7: Projected Growth in U.S. Gift Card Volume, 2007-2012 (in billions of dollars)
      • Looking Ahead: The Youth Skew and Other Demographic Opportunities
      • Table 6-2: Demographic Characteristics of Gift Purchasers by Payment Method: Cash, Check, Debit Card/Check Card, Credit Card, December 2007 (percent)
      • Table 6-3: Demographics for Frequent Users of ATM/Debit Cards: By Frequent Shopping and Use of Online Banking, 2007 (number and index of U.S. adults)
      • Table 6-4: Demographics for Frequent Users of ATM/Debit Cards: By Frequent Shopping at Convenience Stores or Supermarkets, 2007 (number and index of U.S. adults)
      • Table 6-5: Demographics for Frequent Users of ATM/Debit Cards: By Frequent Shopping at Home Furnishings/Housewares Stores or Home Improvement Stores, 2007 (number and index of U.S. adults)
      • Table 6-6: Demographics for Frequent Users of ATM/Debit Cards: By Frequent Shopping at Strip Malls or Shopping Malls, 2007 (number and index of U.S. adults)

    • Trends in New Forms of Consumer Payment
      • Contactless/RFID
      • Looking Ahead: U.S. Consumers Not Embracing RFID
      • EMV
      • Cell Phones
      • Looking Ahead: Combined RFID and Cell Phones
      • Biometrics

    Appendix: Self-Service Market Participants

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