Does technology readiness predict banking self service technologies usage in India?

Abstract

As smaller cities in India, tier II cities, become the focus of growth among service providers, the paper examines the level of readiness among customers of smaller cities in India to adopt self-service technologies (SSTs) in the banking sector. Unlike most previous studies, which have focused on larger, metropolitan cities of the country and have used the technology adoption model (TAM) and other factors to investigate uptake of SSTs, this study focuses on the technology readiness index (TRI) to measure the extent to which the construct, 'technology readiness' influences adoption of three major banking SSTs in a tier II city of India-Indore, exploring further how specific dimensions that constitute the technology readiness construct shape adoption of banking SSTs. Examining the applicability of the TRI tool to predict banking SST usage in a tier II city of India, the study found TRI does not conclusively predict banking SST usage in the context of India.