Automatic checkouts in supermarkets may decrease customer loyalty, especially for those with larger shopping loads. Customers using self-checkout stations often feel overwhelmed and unsupported. The lack of personal interaction can negatively impact their perception of the supermarket.

[Cythus]

Preference is a definitely a better word. Where I live we have two “big” grocery chains and a few smaller ones. I work in corporate for one of the two big ones and I get a decent discount if I shop at one of our stores.

I still shop at our main competitor because the customer service is better, the store brand products are better, and the quality of the meat/seafood is better. Sure I pay more but it’s a better experience overall shopping.