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RFID in smart retailing: The roles of shopping experience, technostress, and disconfirmation sensitivity in driving repurchase intention

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  • Le-Hoang, Phuong Viet
  • Loi, Nguyen Tan

Abstract

As digital technologies advance rapidly, consumer experiences worldwide are being redefined, with radio frequency identification (RFID) emerging as a key enabler of smart retail. This study investigates how RFID-enabled retail capabilities influence repurchase intention, emphasizing the mediator of shopping experience and the moderators of technostress and disconfirmation sensitivity. Data were collected from 410 consumers in Ho Chi Minh City using stratified sampling across four retail strata (hypermarkets, supermarkets, shopping mall stores, and specialty stores), yielding 359 valid responses analyzed via Structural Equation Model on SmartPLS 4.0. The results show that RFID-enabled service attributes and RFID-enabled inventory visibility management enhance shopping experience, which in turn fosters repurchase intention. Technostress negatively moderates this process, diminishing consumer experience, whereas disconfirmation sensitivity strengthens the link between shopping experience and rebuying intention by amplifying the impact of expectation fulfillment. These results highlight both the benefits and challenges of technology adoption in retail: while operational technologies improve efficiency and customer value, psychological responses can either weaken or reinforce outcomes. From a managerial perspective, retailers should leverage RFID and inventory systems to enhance experience, mitigate technology stress, and manage customer expectations. Theoretically, this study deepens insights into technology-driven consumer behavior through the integration of operational, psychological, and experiential perspectives.

Suggested Citation

  • Le-Hoang, Phuong Viet & Loi, Nguyen Tan, 2026. "RFID in smart retailing: The roles of shopping experience, technostress, and disconfirmation sensitivity in driving repurchase intention," Journal of Retailing and Consumer Services, Elsevier, vol. 91(C).
    • Handle: RePEc:eee:joreco:v:91:y:2026:i:c:s096969892600007x
    DOI: 10.1016/j.jretconser.2026.104728
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