Abstract
This research aims to focus on the examination of factors that influence consumer attitudes toward, and adoption of self-service technologies (SST) since advances the technologies have allowed service providers to incorporate many different technologies into the delivery of their services. These technologies have been implemented in the service encounter for the customer to use with varying degrees of success. The practical application of these findings may guide marketers to emphasize issues related to certain critical constructs when utilizing SST in their service delivery. A self-completion questionnaire was developed and administred to banking customers in Jakarta to obtain data pertaining to this research model’s of the adoption process for SST is developed and tested across three different technologies used in the banking industry. One of these technologies (ATM) has been available for many years and is widely adopted, othertechnologies (e-banking and phone-banking) are relatively new to the marketplace. Findings support was found for the predicted relationship between inseparability, shared responsibility, emotions and service loyalty
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