Adoption Of Self-service Technologies Research Articles

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

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.

Airline Self-Service Technology Adoption: Moderating Impact of Gender and Experience

Purpose: The purpose of the paper is to examine the role of technology paradoxes, including technology anxiety, insecurity and forced usage, to understand consumer adoption behavior towards self-service technology. The present study also investigates the moderating effect of gender and experience on the relationship between paradoxes and adoption attitude towards self-service technology. Design/methodology/approach: In this study, a quantitative research approach was employed. We tested the research hypotheses using survey data collected from 249 users of self-service technology in the airline sector. Further, we tested the structural path relationship using SmartPLS-4. Findings: The findings have revealed the significant impacts of technology anxiety and insecurity on adoption attitude. The findings also reveal the partial moderating roles of gender and experience in the link between paradoxes and adoption attitude. Research limitations/implications: This study does not consider other factors influencing consumer adoption of self-service technology, such as ease of use, trust, and speed. The present study relies on cross sectional data to study consumer attitudes. Longitudinal research is required to examine consumer adoption attitudes towards technology in long run. Originality/value: The present study contributes to literature by investigating the role of paradoxes to understand consumer adoption attitudes and also determine the strategies that must be focused upon by service providers to enhance the experience of customers using self-service technology.

Exploring self-service technology adoption: Case of airline check in

The main purpose of this research is to understand the antecedent conditions affecting customers' attitude formation, leading to behavioral intention to co-produce through online check-in. In doing so, this study argues that co-production, even in its simplest form, constitutes a three-pronged interaction. It is argued that trying to understand the process solely from the customer's perspective is insufficient without considering the qualities of the co-production partner and the factors related to the co-produced offering. Therefore, this study examines factors linked to the customer (travelers who have completed online check-in), the company (the airline), and the co-produced offering (the online check-in experience). Furthermore, customers' tangible resources have been included in the study to understand the effect of operand resources on the process. The results of 1095 questionnaires suggest that antecedents related to the co-produced offering and co-production partner are even stronger determinants than those of customers. Moreover, when forming attitudes towards co-production in an airline setting through self-check-in, operand resources of the customer, which have been overlooked in empirical studies, emerge as the predominant factor.

Unveiling the Determinants of Self-Service Technology Adoption: A Case Study of Fast-Food Restaurants in Indonesia

This paper delves into the dynamics of self-service technology (SST) with the plan to use it in fast-food restaurants, focusing on pivotal determinants that shape users’ intentions to engage with these technologies. Leveraging the Unified Theory of Acceptance and Use of Technology (UTAUT) framework, the study investigates the influence of various variables such as performance expectancy, effort expectancy, social influence, habit, facilitating condition, and technology anxiety on users’ intentions to use self-service technologies. To gauge consumers’ intentions regarding SST use when ordering food and drinks, we conducted a field survey, with 272 customers participating at one of the largest Kentucky Fried Chicken (KFC) outlets in Indonesia. The findings suggest that certain variables such as habit, influence the desire to integrate SST as well as performance and effort expectancy, whereas facilitating condition and social influence do not exert a significant impact. As anticipated, factors related to technology anxiety impede customers’ intentions to use SST. These findings are anticipated to provide a better understanding of both academic research and practical implications for the use of SST within the fast-food industry.
 Keywords: SST, intention to use, performance expectancy, effort expectancy, social influence, habit, facilitating conditions, technology anxiety

Biometric-based self-service technology adoption by older adult: empirical evidence from pension fund sector in Indonesia

Biometric-based self-service technology adoption by older adult: empirical evidence from pension fund sector in Indonesia

A study of the feasibility, ability and acceptability of self-testing of HbA1c before consultation (FLASH) in primary care setting

Background: HbA1c test is the most-ordered laboratory test in public primary care clinics, accounting for 17% of laboratory services. In recent years, there has been growing adoption of self-service technology in taking clinical measurements. However, there are currently no on-site self-testing HbA1c facilities. This study assessed patients’ acceptability and ability to perform self-testing of HbA1c levels and the feasibility of implementation in primary care setting. Methods: A total of 30 eligible diabetic patients were recruited in Tampines Polyclinic. Participants were shown a demonstration video before self-testing with a Point-of-Care HbA1c analyzer and completed a questionnaire after self-testing. The usability of the system was assessed using System Usability Scale (SUS). Acceptance and ability were assessed using either a five or six point-Likert Scale for the 7-step procedure. Fisher’s exact test was used to test for association with SUS score. Results: The study population comprises mainly males (60.0%), Chinese (50.0%), had highest qualification of secondary education and beyond (80.0%), with a mean age of 61.4 ± 8.3 years. The mean SUS score was 66.5 ± 13.3 and the average time taken to complete the HbA1c self-testing was 11.8 ± 4.5 min. No significant association was observed between demographics and SUS score. Although 40.0% of participants experienced some difficulty in inserting the cartridge into the analyzer, all were able to understand and follow the video and were willing to perform self-testing in the future. Conclusion: There is high level of acceptance and ability among diabetic patients to adopt HbA1c self-testing. It is feasible for use in primary care.

Engaging Robo-advisors in Financial Advisory Services: The Role of Psychological Comfort and Client Psychological Characteristics

Robo-advisor is an artificial intelligence (AI) driven professional financial service that suggests financial portfolios and offers personalised investment recommendations to clients. Since the services are high in credence properties where financial results only become manifest over time and clients typically have difficulty assessing outcomes even after consumption, client psychological comfort is vital for service adoption. Drawing on the unified theory of acceptance and use of technology (UTAUT), information economic theory and the self-service technology (SST) literature, this study investigates a mediating role of psychological comfort, antecedents of psychological comfort and possible boundary conditions. Thailand (an emerging economy with sophisticated financial systems) was selected as our research context. Data were collected through a mixed method approach involving in-depth interviews with investors followed by a structured survey administered to 548 current and potential investors. The findings revealed clients’ key psychological characteristics (performance expectations, suspicion of human financial advisors) and boundary conditions that drive psychological comfort. Performance expectations and suspicion of human advisors are associated with psychological comfort, which subsequently fosters intentions to use and percentage of investment through robo-advisors. Client confidence in ability to search for financial information and need for human interaction have small but distinct moderating effects. This study extends the SST adoption and AI-enabled professional service literature. It reveals psychological comfort as a key mediator between client psychological characteristics and robo-advisors usage.

Empowering Consumers Through Self-Service Technology: A Comparative Analysis

This study tests consumer evaluations of services with the adoption of self-service technology (SST) in the hospitality service context. We revised the conventional consumer evaluation model by incorporating the concept of consumer empowerment to capture the consumer experience with the technology. This model was tested in a two-stage process using data collected from the consumers of clubhouses in Singapore before and after the adoption of SST. We found that structural relationships among service quality, customer satisfaction, and customer loyalty were established with consistent pre- and post-adoption, and that consumer empowerment has positive effects on service quality, customer satisfaction, and loyalty. Moreover, the adoption of SST increased customer loyalty but did not increase service quality or customer satisfaction. The study’s results suggest that the focus when adopting SST should be on empowering consumers, which should also be incorporated into managing customer satisfaction.

Identifying the Antecedents and Factors Influencing the Adoption of Self-Service Technologies in the Banking Industry - A Literature Review

Identifying the Antecedents and Factors Influencing the Adoption of Self-Service Technologies in the Banking Industry - A Literature Review

Amidst technology, environment and human touch. Understanding elderly customers in the bank retail sector

PurposeUsing retail banking as a setting and focusing specifically on elderly customers (i.e. individuals aged 60 or more), this study aims to deepen the current understanding of how the physical context and the need for human interaction influence elderly customers' attitudes toward self-service technologies (SSTs) and their behavior.Design/methodology/approachUsing face-to-face questionnaires, a sample of 505 elderly bank customers was collected. Data were analyzed using a multi-method approach, combining a moderated mediation analysis with a fuzzy-set qualitative comparative analysis.FindingsThe findings suggest that a pleasant retail space may result in a positive attitude toward SSTs, which increases their co-creation intention. It also highlights that need for interaction of elderly customers with employees has detrimental effects on their attitude toward SSTs.Research limitations/implicationsThe current analysis was carried out among Italian elderly banks' customers. Thus, the results are highly dependent on the context of the analysis. In addition, it does not consider the different degrees of knowledge and experience the elderly may have with technology.Practical implicationsThis study suggests that providing access and support for using technology may be essential for banks to facilitate SSTs adoption in elderly customers.Originality/valueTo the best of the authors' knowledge, this study represents the first attempt to examine the influence of the physical context on elderly customers' attitudes toward SSTs and their consequent behavioral intentions. Furthermore, it highlights the importance of the human touch for these particular customers.

What Moves the Customers? Adoption of Self-Service Technology in the Last Mile

What Moves the Customers? Adoption of Self-Service Technology in the Last Mile

Innovation and Self-Service Technology Adoption in a Semi-Urban Community in Ghana

This paper reports the results of an investigation that tests the applicability of technology acceptance model (TAM) in understanding consumers’ attitude to self-service financial technologies (SSTs) and the determinants of their adoption decisions in a semi-urban community in Ghana. A quantitative cross-sectional research approach was adopted to collect data from 372 randomly selected respondents for the study. The hypothesized model was subjected to structural equation modelling. The results show that usefulness of the technology to consumers combined with trust, reliability, and security influence consumers’ adoption decisions. The results further indicate that SSTs provides a pathway to financial inclusion and can stimulate small enterprise development and job creation in Ghana’s semi-urban communities.

Self-Service Technology: Benefits and Challenges

The adoption of self-service technology (SST) has increased significantly in business and society, particularly since the advent of the COVID-19 pandemic. SST is a vital tool for many businesses in their quest to improve operational efficiency and increase profits. However, businesses must weigh the advantages of this technology against its drawbacks before committing to it. This study seeks to investigate the applications and benefits of SST, the challenges of adopting SST, and some implementation ideas for SST techniques. Furthermore, it seeks to examine whether SST techniques are successful and whether managers should consider SST as a strategic objective. The key research question in this study is how SST initiatives can help a business, and what challenges can managers encounter when implementing them. A review of the current literature shows that SST has helped companies increase customer satisfaction, increase management efficiency and effectiveness, cut costs, and increase financial performance. Some of the challenges facing SST usage include customer reluctance, consumer privacy, and substantial investments and costs for implementation.

Managing online crisis-communication response in a South African bank

Deregulation and rapid growth in technology removed entry barriers in the online environment,thereby forcing financial institutions to transform and at the same time to conquer consumer’sfear and the perceived risk of fraudulent online transactions. Given the nature of operations andservices in the banking sector, it is relatively amenable to innovative technologies, especiallyonline banking transactions. Various studies have been conducted on the adoption of self-servicetechnology, specifically the continued use of this technology, perceived risk in online transactions,and also purchase intention. However, very little research has examined the management ofonline crisis-communication response messages in the online-security sphere. The knowledgemanagement paradigm constitutes a way in which the acquisition, transfer and assimilationof information can be effectively used to manage and control messages in an online crisiscommunication response situation, in particular through maximising consumers’ motivation andcapability to act in response to perceived online-transaction risks. Hence, it provides a meansof reliance upon self-motivation and empowerment of individuals to ensure output control andthe safety of online banking transactions. The aim of this paper is to present a comparativeanalysis of the knowledge management of online crisis-communication response in respect offraudulent banking transactions in one of the top ten banks in South Africa during two specifiedtime periods. The paper first presents a synopsis of the theoretical underpinning based on anextensive literature review. The latter focuses on web communication, online crisis-communicationresponse, fraudulent banking transactions and knowledge management. The methodology, dataanalysis and results are subsequently presented. Finally, a discussion of the main results basedon the knowledge-management typologies proposed to manage and control messages in onlinecrisis-communication response is presented

How does self-service technologies involuntary use affect customers’ intention to reuse?

In response to rising labor costs and the rapid growth of technological innovation, many companies are adopting new technologies in their service processes. The adoption of Self-Service Technologies (SST) has brought many benefits, such as faster transaction speed and lower processing fees. Although previous studies show a positive relationship between the level of perceived benefits and involuntary use of SSTs and customer convenience, it is uncertain whether the level of innovation and benefits can influence the relationship between involuntary use of SSTs and customer convenience. In this study, we set up a noble research model and investigated the relationship between customer convenience and involuntary use, which was influenced by two moderators based on a sample of 345 customers in Korea. The results suggest that involuntary use is negatively related to customers’ comfort in using SSTs. Moreover, the perceived usefulness and innovativeness of SSTs may moderate the effect of involuntary use on customers’ comfort. Furthermore, managerial recommendations are proposed for managers to develop strategies for applying SSTs in their services.

The Effect of Self-Service Technologies on Customer Experiences in Banking

The surge in self-service technologies (SSTs) adoption in the banking industries across the globe has changed customers' banking experiences. Customers have developed a passion for SSTs which has affects their intentions to save with a bank. The positive effects of employing SSTs in the banking industries are evident in literature however, little is known on how SSTs affect customer experiences in the banking industries of developing countries like Ghana. The study involved a sample of 384 banking customers in Ghana. The study confirms the positive effects of SSTs adoption on customer experiences. The study establishes that customers' adoption of SSTs is influenced by their perception of SSTs usefulness and ease of use which increases their satisfaction level. The study finds out that when SSTs are deployed individually, they have no effect on customer experiences in the banking sector. However, when the individual SSTs are combined in usage, they collectively produce a positive effect on customer banking experience.

Human-like underdog brands: How brand personality affects selfservice technology adoption

This research explored the effects of service delivery types (conventional face-to-face service vs. self-service technologies; SSTs) and brand personality (underdog brand vs. top-dog brand) on consumers' brand attitudes. Study 1 revealed that consumers perceived more anthropomorphic features in underdog brands than in top-dog brands (Hypothesis 1). The anthropomorphic brand personality of an underdog affected consumers' preferences for service type. The results of Study 2 indicated that consumers preferred face-to-face service to SSTs for underdog brands (Hypothesis 2). The underlying mechanism to explain this phenomenon was revealed by the perceived increased discomfort when using SSTs (Hypothesis 3). These findings offer practical implications for marketing managers in deciding when brand personality should be considered when adopting a new service type.

Customer Cooperation and Organizational Support in the Adoption of Self-Service Technologies

Traditional service encounters have been transformed by technological advancements into Self-Service Technologies (SSTs), in which customers are expected to perform services independently. Customer collaboration with SSTs and organizational support determine how quickly these technological interfaces are adopted. Since the existing literature does not adequately explain this phenomenon, this study explores customer cooperative behaviour at SSTs and investigate customer perceptions of organizations' support for SST adoption. Additionally, it seeks to distinguish distinct customer experiences based on customer cooperativeness and organization's support. To accomplish these research objectives, a qualitative approach was used, conducting semi-structured interviews with 25 SST users from a range of demographic backgrounds. The analysis was conducted using a thematic approach. This study identified five critical customer corporative behaviours at SSTs: adhering to fundamental requirements, accepting terms and conditions, accepting responsibility, changing habits, and tolerating failures. Additionally, the study identified four distinct customer experiences based on the extent to which customers cooperate with SSTs and the organizational support they receive: Tired experience, Pleasant experience, Distressed experience, and Inoperative experience. The study contributes new knowledge by identifying consumer cooperative conduct in SSTs, a phenomenon that is rare in the previous literature, and contributing to the marketing theory by developing a typology to explain customer experience in SSTs based on customer cooperation and organizational assistance. Businesses can leverage this expertise to effectively foster consumer cooperation and deliver exceptional customer experiences through self-service technologies.

The rise of the prosumer: an analysis of self-service technology adoption in a corporate context

The adoption of self-service technology (SST) has been well researched in consumer contexts but, despite the existing body of work, few studies have investigated in detail the specific determinants for user satisfaction in a corporate context. This study attempts to address this deficit. The goal of our work is to examine employees’ perception of SST. To do this, four dimensions of the SSTQUAL quality scale (namely (a) functionality; (b) security; (c) design and (d) customization) were adapted to collect data from 182 knowledge workers in a financial services multi-national organization. The findings lead to the following insights. First respondents believe that SSTs can perform the task required in a timely and straightforward manner. They also feel that transactions are safe and secure. However, we learned that, although essential to user satisfaction, respondents have concerns regarding the design and customization of the technology. They believe that the technology employed is not user centric. Furthermore, respondents are not pleased with the layouts or aesthetics of the technology and they feel that the features are not personalized for their specific requirements. The study is important for many reasons. First, it expands the discussion on SST adoption by focusing on the corporate context thus contributing to the body of knowledge in the domain. Second, it captures and analyses real world empirical data and helps bridge the gap between theory and practice. Finally, the findings can help service providers to create effective user driven solutions.

Customer adoption of self-service technologies in Jordan: Factors influencing the use of Internet banking, mobile banking, and telebanking

Self-service technologies (SSTs) are systems that enable customers to independently access banking services at a time and place of their choosing. Such technologies have been widely incorporated into banking logistical systems to increase the geographical coverage, reduce labor costs and provide customers with a better service, thereby enhancing their satisfaction and loyalty. The fundamental aim of this research is to propose and examine a conceptual model that best explains the key factors influencing Jordanian customers' intentions and usage of SST banking channels: Internet banking, Mobile banking, and Telebanking. The conceptual model proposed was based on the Unified Theory of Acceptance and Use of Technology (UTAUT2). This was extended by adding perceived risk as an external factor. A quantitative approach was selected and data gathered from 348 bank customers was analyzed through Structural equation modelling (SEM) was conducted using AMOS 21. The results show that behavioral intention is significantly influenced by performance expectancy, hedonic motivation, price value and perceived risk; however, social influences do not have a significant influence on behavioral intention. This study makes an important contribution by applying UTAUT2 to examine new technology (SSTs) in a new context (Jordan).