An empirical study of the relationship between a self-service technology investment and firm financial performance

Hung, Chia-Suei; Yen, David C.; Ou, Chin S.

doi:10.1016/j.jengtecman.2011.09.006

Cited by 24 publications

(11 citation statements)

References 27 publications

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“…Hence, hypothesis 1 is rejected. This result corroborates the results of the works of Benedict (2013), Shehu et al (2013) and Farouk et al (2013) but oppose Hung et al (2012), Gichungu and Oloko (2015) as well as Jenevive and Anyanwaokoro (2017) who found ATM banking had positively impacted on the bank FP. This result implies that when there is a unit increase in the adoption of ATM technologies, the performance of banks operating in Lebanon will decrease by .275.…”

Section: Descriptive Statisticssupporting

confidence: 90%

The Impact of Information and Communication Technology Investments on the Performance of Lebanese Banks

Mahboub¹

2018

ERSJ

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Previous research on the relationship between investment in information and communication technology (ICT) and bank performance (BP) have been obviously disagreeing. This is because some posit a positive relationship and some argue to the contrary. Thus, this research contribute to the ongoing debate regarding the contribution of ICT to BP by looking at the impact of ICT investments on the performance of a sample of 50 Lebanese banks for the period 2009-2016. Secondary data were collected from the annual report for each bank. CAMELS model is chosen as the dependent variable, while ICT investments (adoption of automated teller machines (ATM), mobile banking (MB), internet banking (IB), telephone banking (TB), debit and credit cards (BC) and point of sale (POS) terminals) is the independent variable. Using multivariate OLS model, the results demonstrate that the application ATM, IB, TB and POS terminals does not significantly affect banks performance. However, the application of MB and offering BC to customers significantly and directly affects performance of banks in Lebanon. Thus, banks in Lebanon are recommended to find a way to increase interest of Lebanese consumers in MB applications and attract more customers by offering them a range of BC tailored to fit their preferences.

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Section: Descriptive Statisticssupporting

confidence: 90%

The Impact of Information and Communication Technology Investments on the Performance of Lebanese Banks

Mahboub¹

2018

ERSJ

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“…Owing to the above-mentioned facts and statistics, there is a question on the main factors that could hinder or contribute Jordanian customers' intentions and usage regarding SSTs (AbuShanab et al, 2010;Al-Majali, 2011;Al-Rfou, 2013;Al-Smadi, 2012;Al-Sukkar and Hasan, 2005). This has led to the perception of SSTs as a double-edged sword (Chiu et al, 2010;Hilton et al, 2013;Hung et al, 2012;Meuter et al, 2005). Indeed, customer reluctance to use this technology means that it is futile to invest in SSTs, so banks find themselves having to continue to provide their services via human encounters, with their associated operational and labor costs (Chiu et al, 2010;Hilton et al, 2013;Hung et al, 2012).…”

Section: Ssts In Jordanmentioning

confidence: 99%

Consumer Adoption of Self-Service Technologies in the Context of the Jordanian Banking Industry: Examining the Moderating Role of Channel Types

Baabdullah

Rana

Alalwan

et al. 2019

Information Systems Management

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This study aimed to examine the key factors predicting Jordanian consumers' intentions and usage of three types of self-service banking technologies. This study also sought to test if the impacts of these main predictors could be moderated by channel type. This study proposed a conceptual model by integrating factors from the unified theory of acceptance and use of technology (UTAUT), along with perceived risk. The required data were collected from a convenience sample of Jordanian banking customers using a survey questionnaire. The statistical results strongly support the significant influence of performance expectancy, social influence, and perceived risk on customer intentions for the three types of SSTs examined. The results of the X 2 differences test also indicate that there are significant differences in the influence of the main predictors due to the moderating effect of channel type. One of the key contributions of this study is that three types of SSTs were tested in a single study, which had not been done before, leading to the identification of the factors common to all three types, as well as the salient factors unique to each type.

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“…Moreover, with the collaboration between organizations and individuals the learning is enhanced for both parties (Vargo and Lusch, 2008), keeping this in view the banks can attract and retain customers and the co-creation processes are optimized for better outcomes. Hung et al (2012) viewed the use of technologies as tools to connect customer and organization having a positive impact on organizational performance in terms of work efficiency and financial outcomes. Bendapudi and Leone (2003) reported the psychological implications of co-creation as satisfaction and having trust in the creator.…”

Section: Literature Reviewmentioning

confidence: 99%

Towards innovation, co-creation and customers’ satisfaction: a banking sector perspective

Malik

Ahsan

2019

APJIE

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Purpose Co-creation fosters customer’s involvement for innovation in products/services and is used as a tool to develop competitive edge for better entrepreneurship. Based on limited evidence, the study aims to examine the factors contributing to the co-creation and the relationship of co-creation with customer satisfaction. Design/methodology/approach A sample of 384 customers from selected banks in Pakistan was selected. The study adopted quantitative, explanatory and cross-sectional research design. Structural equation modeling is used for analysis. Findings The results revealed a positive and significant relationship between co-creation with customer satisfaction. Further results revealed that access to information, risk assessment and transparency have a positive relationship with co-creation for innovation. The study is significant for customers and management of banks to understand the implications of co-creation to increase customer satisfaction. Research limitations/implications Few banks with a small number of customers were selected for the study. Practical implications Managers must consider customer’s access to information, risk assessment and transparency of information as necessary factors for co-creation that foster innovation and entrepreneurial opportunities because co-creation strengthens customer satisfaction. Social implications Adopting the co-creation process brings long-lasting harmony between customers and banks, and customers may consider the banks as being socially responsible by inviting the opinions of their customers. Originality/value Model is re-tested in the context of Pakistani banks with selected variables affecting co-creation for innovation. Moreover, the relationship of co-creation with customer satisfaction is examined.

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An empirical study of the relationship between a self-service technology investment and firm financial performance

Cited by 24 publications

References 27 publications

The Impact of Information and Communication Technology Investments on the Performance of Lebanese Banks

The Impact of Information and Communication Technology Investments on the Performance of Lebanese Banks

Consumer Adoption of Self-Service Technologies in the Context of the Jordanian Banking Industry: Examining the Moderating Role of Channel Types

Towards innovation, co-creation and customers’ satisfaction: a banking sector perspective

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