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市場調查報告書
商品編碼
1679217
自助服務技術市場至2030年的預測:按產品類型、部署模式、介面、最終用戶和地區的全球分析Self-Service Technologies Market Forecasts to 2030 - Global Analysis By Product Type (Automated Teller Machines, Self-Service Kiosks and Vending Machines), Deployment Mode, Interface, End User and By Geography |
根據 Stratistics MRC 的資料,全球自助服務技術市場在2024年達到 515億美元,到2030年將達到 1,045億美元,預測期內的年複合成長率為 12.5%。
自助服務技術(SST)是一種自動化系統,使用戶能夠在沒有人工協助的情況下獨立執行任務。這些技術簡化了銀行、零售、醫療保健和飯店等行業的流程。例如 ATM、自助結帳系統亭、互動式語音應答(IVR)系統和線上入口網站。透過提供便利、快速和可及性,SST 可以提高效率、降低營運成本並改善客戶體驗。
根據Gartner的2021 CIO Agenda,76%的CIO表示,COVID-19增加了對新數位產品和服務的需求,83%的CIO預計這一趨勢將在2021年持續下去。此外,65%的CIO觀察到客戶自助服務的使用增加,79%的CIO預測該領域將進一步成長。
提高效率和生產力
自助服務技術允許客戶獨立進行交易,減少等待時間和服務成本,顯著提高業務效率。自動化機器和自助服務亭的引進徹底改變了客戶互動方式,提高了各部門的績效和營運水準。這種自動化可以加快服務交付速度、減少人為錯誤並提高客戶滿意度,最終透過提高生產力和簡化營運來推動市場成長。
技術問題和維護
自助服務技術的複雜性需要不斷的維護和技術支持,為企業帶來了營運挑戰。卡片盜刷、資訊駭客和系統停機等安全威脅對提供者和使用者都構成了重大擔憂。此類技術問題通常會導致營運成本增加和潛在的服務中斷,對客戶體驗和自助服務解決方案的信任產生負面影響。
智慧型手機使用率增加
行動付款用戶和數位交易的快速成長為自助服務技術的擴展提供了巨大的機會。行動科技與自助服務解決方案的整合使得企業能夠提供更便利、個人化的服務。這一趨勢在零售和銀行業尤其明顯,這些行業擴大採用基於智慧型手機的自助服務選項,為市場成長開闢了新的途徑。
就業轉型
自助服務技術的興起對傳統服務業務構成了重大威脅,尤其是在零售和銀行業。透過自助服務解決方案實現客戶服務功能的自動化導致了勞動力的減少和對工作保障的擔憂。這些社會影響可能會阻礙技術採用,並減緩某些地區和行業的市場成長。
疫情加速了自助服務技術的採用。雖然最初的封鎖措施暫時減少了對這些技術的支出,但這場危機最終促使對非接觸式解決方案和自動化服務的需求增加。消費行為和業務營運的這些變化加速了數位轉型,並推動了各行各業採用自助服務解決方案。
預測期內零售區隔預計將實現最大成長
由於消費者對便利服務選擇的需求不斷成長,預計零售區隔將在預測期內佔據最大的市場佔有率。自助服務技術在零售業務中的整合透過自動結帳系統、互動式自助服務終端和數位付款解決方案改變客戶體驗。非接觸式付款系統的日益普及以及對提高零售機構業務效率的日益重視進一步推動了這一領域的成長。
預計混合領域將在預測期內實現最高的年複合成長率。
由於混合領域的多功能性和全面的解決方案,預計在預測期內該領域將實現最高的成長率。這些系統將付款處理、資訊存取和服務交付等各種功能整合到單一平台上。這一領域的成長是由對靈活、功能豐富的自助服務解決方案日益成長的需求所推動的,這些解決方案可以適應不同的客戶需求和業務要求。
預計預測期內亞太地區將佔據最大的市場佔有率。該地區的優勢源於其龐大的人口、快速的都市化和技術進步。日本和中國等國家佔據該地區60%以上的市場佔有率,其中日本每23人就有一個自助援助點。此外,政府支持數位化和自動化的措施也進一步加強了該地區的市場。智慧型手機和網路的廣泛應用也促進了各行業自助服務解決方案的整合。
由於數位化的快速發展和自助服務解決方案的日益普及,預計亞太地區在預測期內將呈現最高的年複合成長率。印度 ATM 網路的快速成長,加上全部區域零售業的蓬勃發展和新興基礎設施的出現,為市場擴張創造了巨大的機會。泰國、印尼和澳洲等國家對自助服務技術的大量投資進一步推動了該地區的成長。
According to Stratistics MRC, the Global Self Services Technologies Market is accounted for $51.5 billion in 2024 and is expected to reach $104.5 billion by 2030 growing at a CAGR of 12.5% during the forecast period. Self-Service Technologies (SSTs) are automated systems that enable users to perform tasks independently without human assistance. These technologies streamline processes across industries such as banking, retail, healthcare, and hospitality. Examples include ATMs, self-checkout kiosks, interactive voice response (IVR) systems, and online portals. SSTs enhance efficiency, reduce operational costs, and improve customer experience by offering convenience, speed, and accessibility.
According to Gartner's 2021 CIO Agenda, 76% of CIOs reported increased demand for new digital products and services due to COVID-19, with 83% expecting this trend to continue in 2021. Additionally, 65% observed a rise in customer self-service usage, and 79% anticipated further growth in this area.
Increased efficiency and productivity
Self-service technologies significantly enhance operational efficiency by enabling customers to perform transactions independently, reducing wait times and service costs. The adoption of automated devices and self-service machines has revolutionized customer interactions, leading to improved performance and operational excellence across various sectors. This automation has resulted in faster service delivery, reduced human error, and increased customer satisfaction, ultimately driving market growth through enhanced productivity and streamlined operations.
Technical issues and maintenance
The complexity of self-service technologies requires regular maintenance and technical support, creating operational challenges for businesses. Security threats such as card skimming, information hacking, and system downtimes pose significant concerns for both providers and users. These technical complications often result in increased operational costs and potential service disruptions, which can negatively impact customer experience and trust in self-service solutions.
Increasing use of smartphones
The rapid growth in mobile payment users and digital transactions presents significant opportunities for self-service technology expansion. The integration of mobile technologies with self-service solutions enables businesses to offer more convenient and personalized services. This trend is particularly evident in retail and banking sectors, where smartphone-based self-service options are becoming increasingly prevalent, creating new avenues for market growth.
Job displacement
The widespread adoption of self-service technologies poses a significant threat to traditional service jobs, particularly in retail and banking sectors. The automation of customer service functions through self-service solutions has led to concerns about workforce reduction and employment stability. This social impact creates resistance to technology adoption and could potentially slow market growth in certain regions or sectors.
The pandemic accelerated the adoption of self-service technologies as businesses sought to minimize human contact and maintain operations. While initial lockdowns temporarily reduced spending on these technologies, the crisis ultimately drove increased demand for contactless solutions and automated services. This shift in consumer behavior and business operations led to accelerated digital transformation and greater acceptance of self-service solutions across various industries.
The retail segment is expected to be the largest during the forecast period
The retail segment is expected to account for the largest market share during the forecast period due to increasing consumer demand for convenient and quick service options. The integration of self-service technologies in retail operations has transformed customer experiences through automated checkout systems, interactive kiosks, and digital payment solutions. This segment's growth is further supported by the rising adoption of contactless payment systems and the increasing focus on improving operational efficiency in retail establishments.
The hybrid segment is expected to have the highest CAGR during the forecast period
Over the forecast period, the hybrid segment is predicted to witness the highest growth rate due to its versatility and comprehensive solution offering. These systems integrate various features such as payment processing, information access, and service delivery in a single platform. The segment's growth is driven by increasing demand for flexible, multi-functional self-service solutions that can adapt to diverse customer needs and business requirements.
During the forecast period, the Asia Pacific region is expected to hold the largest market share the region's dominance is attributed to its large population, rapid urbanization, and technological advancement. Countries like Japan and China contribute over 60% of the regional market share, with Japan having one self-service assistance point for every 23 people. Additionally, government initiatives supporting digitalization and automation further bolster the market in this region. The widespread use of smartphones and the internet also facilitates the integration of self-service solutions across various sectors.
Over the forecast period, the Asia Pacific region is anticipated to exhibit the highest CAGR driven by rapid digitalization and increasing adoption of self-service solutions. The exponential growth of ATM networks in India, combined with the booming retail sector and emerging infrastructure across the region, creates substantial opportunities for market expansion. The tremendous investments in self-service technologies across countries like Thailand, Indonesia, and Australia further accelerate regional growth.
Key players in the market
Some of the key players in Self Services Technologies Market include NCR Corporation, Diebold Nixdorf, Fujitsu Limited, Glory Global Solutions, KIOSK Information Systems, HESS Cash Systems, Toshiba Global Commerce Solutions, Crane Payment Innovations, AZKOYEN SA, HYOSUNG TNS, GRGBanking, Zebra Technologies Corporation, Advanced Kiosks, Protouch Manufacturing Ltd, SEDCO Holding Group, Advantech Co. Ltd, IER Group and Embross Group Inc.
In February 2025, Fujitsu announced the launch of the Fujitsu Cloud Service Generative AI Platform. The new service, which combines data confidentiality with the ease of use of the cloud, will be made available in Japan during fiscal year 2025, with a global rollout planned for the future. Fujitsu will begin accepting applications for a trial of this service in Japan starting February 13, 2025.
In February 2025, Fujitsu announced the launch of a software analysis and visualization service. Available in Japan from February, this service will support enterprise and organizational modernization by investigating and analyzing software, visualizing black-box application structures and characteristics, and generating design documents using generative AI. This comprehensive approach enables a robust understanding of current systems and facilitates the creation of optimal modernization plans.
In January 2025, Zebra Technologies Corporation a global leader in digitizing and automating frontline workflows announced the expansion of Zebra Symmetry(TM) Fulfillment, a comprehensive solution that utilizes the company's new Zebra Connect Fulfillment autonomous mobile robots (AMRs), wearable technologies, software, and analytics designed to increase productivity and reduce costs in warehouse operations. This AI-powered solution combines the functions of a warehouse execution system (WES) with robot fleet management and powerful analytics.
Note: Tables for North America, Europe, APAC, South America, and Middle East & Africa Regions are also represented in the same manner as above.