세계의 셀프서비스 기술 세계 시장 규모는 2024년 410억 달러에 달했습니다. 향후 IMARC Group은 2033년까지 730억 달러에 이르고, 2025년부터 2033년까지 CAGR 6.3%을 보일 것으로 예측했습니다. 이 시장은 편의성을 요구하는 소비자 증가, 비접촉 솔루션에 대한 수요 증가, 급속한 기술 진보, 기업에 대한 비용 효율성, 데이터 수집 기능의 강화, 환경 지속가능성의 중시 등에 의해 견인되어 그 결과 소매, 은행, 헬스케어, 접객, 운수 등 다양한 업계에서 널리 채용되고 있습니다.
편의성과 속도에 대한 소비자의 선호도 증가
소비자들은 서비스 제공에 있어서 편의성과 속도를 더욱 중시하고 있으며, 이는 셀프서비스 기술 수요를 점점 촉진하고 있습니다. 빠른 속도로 라이프 스타일이 증가함에 따라 소비자는 빠르고 번거로운 서비스를 제공하는 솔루션을 찾습니다. 미국인의 약 절반(52%)은 한 번에 둘 이상을 해내려고 합니다. 이 성인의 60%는 적어도 때때로 바쁘다고 느낀다고 응답하고, 12%는 항상, 또는 대부분의 시간 그렇게 느낍니다. 셀프 체크아웃 키오스크, ATM, 디지털 정보 키오스크는 소비자가 자율적이고 효율적으로 업무를 수행할 수 있도록 함으로써 이러한 라이프스타일에 도움이 되는 기술입니다. 마찬가지로 소비자는 자신의 거래와 상호작용을 통제할 수 있는 능력을 높이 평가하고, 대기 시간을 최소화하고, 인적 지원 의존도를 줄이는 데 도움이 됩니다. 이것은 셀프 계산대가 점점 대중화되는 소매 환경에서 특히 두드러집니다.
고객 경험과 참여도 향상
셀프서비스 기술의 이용은 고객 경험과 고객 참여를 향상시키는 것으로 알려져 있습니다. 이러한 기술은 소비자가 자신의 상호작용을 제어할 수 있게 하고, 보다 만족스럽고 개인화된 서비스 경험을 제공합니다. 대화형 키오스크 기기 및 모바일 앱을 통해 고객이 정보와 서비스에 쉽게 액세스할 수 있습니다. 이 편의성은 빠르고 효과적인 서비스가 중요한 공항, 소매점, 의료 기관 등에서 특히 유용합니다. 한 업계 조사에 따르면 퀵서비스 레스토랑(QSR) 고객의 30%는 대기 시간이 같으면 계산대보다 키오스크 단말기에서 주문하고 싶다고 응답합니다. 또한 소매업 소비자의 49.4%는 셀프서비스 계산대를 선택합니다. 또한, 이 설문조사는 65%의 고객이 비접촉식 결제 방법이 보안 및 위생 측면에서 주요 목표에 부합한다고 생각합니다.
다양한 산업에서 기술 도입 확대
셀프서비스 솔루션은 생산성 향상, 비용 절감, 고객 만족도 향상을 위한 수단으로 소매, 은행, 헬스케어, 호텔, 운송 업계에서 점점 대중화되고 있습니다. 은행 업계에서는 ATM, 양방향 현금 자동 예금기(ITM), 모바일 뱅킹 용도 등이 운영 비용 절감, 24시간 365일 서비스 제공, 소비자에게 편리하고 안전한 뱅킹 경험 제공 등의 목적으로 이용되고 있습니다. 또한, 생체인식 인증과 같은 최첨단 보안 기능이 도입됨에 따라 이러한 기술의 신뢰성과 신뢰도가 높아지고 있습니다. 인도에서는 2024년도에 ATM의 현금인출액이 월평균 5.51% 증가하여 1.43조 루피에 달했습니다. 헬스케어 산업에서도 셀프서비스 키오스크와 환자 포털은 환자 등록, 체크인 및 청구 과정을 개선하고 있습니다.
The global self-service technology market size reached USD 41.0 Billion in 2024. Looking forward, IMARC Group expects the market to reach USD 73.0 Billion by 2033, exhibiting a growth rate (CAGR) of 6.3% during 2025-2033. The market is driven by increasing consumer preference for convenience, growing demand for contactless solutions, rapid technological advancements, cost efficiency for businesses, enhanced data collection capabilities, and a focus on environmental sustainability, resulting in widespread adoption across various industries, including retail, banking, healthcare, hospitality, and transportation.
Increasing Consumer Preference for Convenience and Speed
Consumers are giving more importance to convenience and speed in service delivery, which is increasingly driving the demand for self-service technologies. There has been a hike in the fast-paced lifestyle which is prompting consumers to look for solutions that give quick and hassle-free services. About half of Americans (52%) are usually trying to do two or more things at once. 60% of these adults said they at least sometimes felt too busy, and 12% feel this way all or most of the time. Self-checkout kiosks, automated teller machines (ATMs), and digital information kiosks are technologies that serve this lifestyle by making sure that consumers are performing tasks independently and efficiently. Likewise, consumers appreciate the ability to control their transactions and interactions, which helps in minimizing wait times and reduce their dependency on human assistance. This is particularly visible in retail environments, where self-checkout systems have become increasingly popular.
Enhanced Customer Experience and Engagement
The use of self-service technologies is known to improve customer experience and engagement. These technologies give consumers control over their interactions, leading to a more satisfying and personalized service experience. Interactive kiosks and mobile apps provide customers with easy access to information and services. This convenience is especially helpful in places like airports, retail establishments, and healthcare institutions where prompt and effective service is crucial. According to an industry survey, 30% of customers in quick-service restaurants (QSRs) would rather place their orders through a kiosk than a cashier if the wait times were the same. Also, 49.4% of retail consumers choose self-service checkouts because they believe it to be a quicker experience. Furthermore, 65% of customers in this survey believed that contactless payment methods are in line with their primary goals for security and hygiene.
Growing Technology Adoption in Various Industries
Self-service solutions are becoming more and more popular in the retail, banking, healthcare, hotel, and transportation industries as a way to boost productivity, cut expenses, and enhance customer happiness. ATMs, interactive teller machines (ITMs), and mobile banking applications are being used by the banking industry to save operating costs, provide 24/7 service, and give consumers a convenient and safe banking experience. Additionally, the reliability and trustworthiness of these technologies have increased with the implementation of cutting-edge security features like biometric authentication. In India, the fiscal year 2024 witnessed a notable 5.51 percent increase in the monthly average cash withdrawals from ATMs, reaching Rs 1.43 crore. In the healthcare industry, self-service kiosks and patient portals are also improving patient registration, check-in, and billing processes.
ATM accounts for the majority of the market share
According to the self-service technology market analysis and trends, automated teller machines (ATMs) accounted for the largest segment, due to their essential role in banking, providing 24/7 access to cash, facilitating quick and secure transactions, and supporting various financial services like deposits, transfers, and balance inquiries. In addition to this, the continuous advancements in security features and convenience, making them indispensable in urban and rural banking infrastructures across the globe, is providing a considerable boost to the self-service technology market share and revenue.
Retail holds the largest share of the industry
Based on the self-service technology industry forecast and outlook, the retail sector represented the largest segment. This is due to the extensive use of self-checkout systems, interactive kiosks, and digital payment solutions to enhance the shopping experience by reducing wait times, increasing efficiency, and providing personalized services. Moreover, retailers leverage these technologies to streamline operations, gather customer insights, and adapt to the growing consumer demand for convenience and speed. Besides this, the burgeoning integration of advanced technologies like artificial intelligence (AI) and the Internet of Things (IoT) in retail self-service solutions is enhancing the market growth.
Asia Pacific leads the market, accounting for the largest self-service technology market share
The report has also provided a comprehensive analysis of all the major regional markets, which include North America (the United States and Canada); Asia Pacific (China, Japan, India, South Korea, Australia, Indonesia, and others); Europe (Germany, France, the United Kingdom, Italy, Spain, Russia, and others); Latin America (Brazil, Mexico, and others); and the Middle East and Africa. According to the report, Asia Pacific represents the largest regional market for self-service technology.
As per the self-service technology market report and overview, Asia Pacific accounted for the largest segment due to rapid urbanization, a burgeoning middle class, and increasing technological adoption in countries like China, Japan, and India. Moreover, the growing investment in self-service solutions by the retail, banking, and transportation sectors to enhance customer experience and operational efficiency, is bolstering the self-service technology market growth. Additionally, the growing demand for contactless and automated services, driven by a tech-savvy population and supportive government initiatives, is propelling the market growth.
(Please note that this is only a partial list of the key players, and the complete list is provided in the report.)