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市场调查报告书
商品编码
1679217
2030 年自助服务技术市场预测:按产品类型、部署模式、介面、最终用户和地区进行的全球分析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 |
根据 Stratistics MRC 的数据,全球自助服务技术市场预计在 2024 年将达到 515 亿美元,到 2030 年将达到 1,045 亿美元,预测期内的复合年增长率为 12.5%。
自助服务技术(SST)是一种自动化系统,使用户能够在没有人工协助的情况下独立执行任务。这些技术简化了银行、零售、医疗保健和饭店等行业的流程。例如 ATM、自助结帐系统亭、互动式语音应答 (IVR) 系统和线上入口网站。透过提供便利、快速和可访问性,SST 可以提高效率、降低营运成本并改善客户体验。
根据 Gartner 的《2021 年 CIO 议程》,76% 的 CIO 表示,COVID-19 增加了对新数位产品和服务的需求,83% 的 CIO 预计这一趋势将在 2021 年持续下去。此外,65% 的 CIO 观察到客户自助服务的使用增加,79% 的 CIO 预测该领域将进一步成长。
提高效率和生产力
自助服务技术允许客户独立进行交易,减少等待时间和服务成本,从而显着提高业务效率。自动化机器和自助服务亭的引入彻底改变了客户互动方式,从而提高了各部门的绩效和营运水准。这种自动化可以加快服务交付速度、减少人为错误并提高客户满意度,最终透过提高生产力和简化营运来推动市场成长。
技术问题和维护
自助服务技术的复杂性需要不断的维护和技术支持,为企业带来了营运挑战。卡片盗刷、资讯骇客和系统停机等安全威胁对提供者和使用者都构成了重大担忧。此类技术问题通常会导致营运成本增加和潜在的服务中断,对客户体验和自助服务解决方案的信任产生负面影响。
智慧型手机使用率增加
行动付款用户和数位交易的快速成长为自助服务技术的扩展提供了巨大的机会。行动科技与自助服务解决方案的整合使得企业能够提供更便利、个人化的服务。这一趋势在零售和银行业尤其明显,这些行业越来越多地采用基于智慧型手机的自助服务选项,为市场成长开闢了新的途径。
就业转型
自助服务技术的兴起对传统服务业务构成了重大威胁,尤其是在零售和银行业。透过自助服务解决方案实现客户服务功能的自动化导致了劳动力的减少和对工作保障的担忧。这些社会影响可能会阻碍技术采用,并减缓某些地区和行业的市场成长。
疫情加速了自助服务技术的采用。虽然最初的封锁措施暂时减少了对这些技术的支出,但这场危机最终促使对非接触式解决方案和自动化服务的需求增加。消费行为和业务运营的这些变化加速了数位转型,并推动了各行各业采用自助服务解决方案。
预测期内零售业预计将实现最大成长
由于消费者对便利服务选择的需求不断增长,预计零售业将在预测期内占据最大的市场占有率。自助服务技术在零售业务中的整合正在透过自动结帐系统、互动式自助服务终端和数位付款解决方案改变客户体验。非接触式付款系统的日益普及以及对提高零售机构业务效率的日益重视进一步推动了这一领域的成长。
预计混合部分将在预测期内实现最高的复合年增长率。
由于混合动力汽车的多功能性和全面的解决方案,预计在预测期内该领域将实现最高的成长率。这些系统将付款处理、资讯存取和服务交付等各种功能整合到单一平台上。这一领域的成长是由对灵活、功能丰富的自助服务解决方案日益增长的需求所推动的,这些解决方案可以适应不同的客户需求和业务要求。
预计预测期内亚太地区将占据最大的市场占有率。该地区的优势源于其庞大的人口、快速的都市化和技术进步。日本和中国等国家占据该地区60%以上的市场占有率,其中日本每23人就有一个自助援助点。此外,政府支持数位化和自动化的措施也进一步加强了该地区的市场。智慧型手机和网路的广泛应用也促进了各行业自助服务解决方案的整合。
由于数位化的快速发展和自助服务解决方案的日益普及,预计亚太地区在预测期内将呈现最高的复合年增长率。印度 ATM 网路的快速成长,加上全部区域零售业的蓬勃发展和新兴基础设施的出现,为市场扩张创造了巨大的机会。泰国、印尼和澳洲等国家对自助服务技术的大量投资进一步推动了该地区的成长。
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.