Exploring Citizens’ Intention to Use Self-Service Technologies in Guyana: A Structural Equation Modelling Approach

Abstract

Self-service technologies (SSTs) are becoming increasingly relevant in both developed and developing nations. SSTs which include but are not limited to automated teller machines (ATMs) and self-service kiosks, present accessibility and efficiency gains to the organisations which choose to implement them. However, there are challenges to the successful implementation of SSTs, especially in developing countries. Thus, it is essential to develop an understanding of the factors that impact the adoption of self-service technologies. This study is aimed at measuring the factors impacting citizens’ intention to use self-service technology, specifically self-service kiosks to renew driver’s licenses and motor vehicle documentation in the country of Guyana. This study proposes a conceptual model that extends the Technology Acceptance Model to incorporate the constructs of Resistance to Change, Technology Anxiety and User Interface as additional predictor variables. Using data collected from an online survey of 298 Guyanese citizens, the model was tested and validated using Partial Least Square - Structural Equational Modelling (PLS-SEM). The results of the study showed that resistance to change, technology anxiety and user interface were found to be predictors of perceived ease of use. Technology anxiety was found to be a predictor of Resistance to Change. Perceived ease of use was found to be a significant predictor of perceived usefulness while perceived usefulness and perceived ease of use were found to be significant predictors of attitude towards use. Lastly, attitude towards use was found to be a significant predictor of intention to use self-service kiosks. The findings of this study aim to provide a better understanding of the determinants of citizens’ intention to use self-service technologies in Guyana which will help practitioners in designing and offering self-service systems to the public.