Attitudinal and Situational Determinants of Self-Service Technology Use

Abstract

The authors test an extended technology acceptance model by incorporating two situational and two attitudinal variables as new predictors of self-service technology adoption. The situational variables are waiting line and service complexity, whereas the attitudinal variables are technology trust and technology anxiety. The study employs an experimental approach with hypothetical hotel check-in situations. The authors apply structural equation modeling techniques to provide additional insights into the main effects. They find significant main effects of all situational and attitudinal variables but no interaction effects between the situational and attitudinal variables. The main effects on intention to use self-service technologies occurred primarily through the mediation of perceived ease of use and perceived usefulness. The technology acceptance model needs extension to include nontechnology variables as predictors of new technology adoption.

Effect of inherent innovativeness and consumer readiness on attitudes to mobile banking

“…Other researchers have attempted to explain SSTs adoption by examining the potential ways in which situational factors may interrelate with relevant determinants such as innovation characteristics and personal factors, to determine consumers' attitudes to SSTs. For example, the effects of contextual variables such as 'voluntariness'/'Forced used' (Liu, 2012;Brown et al, 2002;Agarwal and Prasad,1997); 'waiting time' (Oh et al, 2013;Dabholkar and Bagozzi, 2002); 'forced use' of SSTs (Reinders et al, 2008); 'past experience' with SSTs (Wang et al, 2012); complexity of SSTs (Oh et al, 2013), and 'adoption readiness' (Thakur and Srivastava, 2014), have all been examined. Overall, the outcomes from these studies suggest that situational factors are critical determinants of innovation adoption.…”

“…To date, the increased pace of technological advancement has spawned a proliferation of self-service technologies in many service industries (Thakur and Srivastava, 2014;Oh et al, 2013;Wang et al, 2012 and, especially, in information-based sectors such as retail banking. Arguably, many banks seem to be adopting digitized channel strategies under the assumption that all consumers are inherently innovative or technologically-wired to enjoy the use the emerging self-service technologies.…”

“…Since the beginning of the millennium, there have been outstanding growth and developments in technology-based service delivery channels in various service industries (Quinn et al, 2016;Thakur and Srivastava, 2014;Oh et al, 2013;Wang et al, 2012 andWessels and Drennan, 2010;Reinders et al, 2008;Laukken and Pasanen, 2008). In particular, the retail banking sector has seen a significant transformation following innovative developments in mobile telephony and internet technology.…”

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

“…Upon close review of the main body of literature, the moderating effects of channel type on the adoption of SST has never been tested by prior studies in the related area of SSTs. In fact, customer reactions to SST channels are likely to differ according to the types, natures, and purposes of such channels (Hanafizadeh et al, 2014;Lin, 2011;Mallat et al, 2004;Oh et al, 2016). This variance could be attributed to the faster growth of certain kinds of SSTs (e.g.…”

Predictors of Osteopathic Medical Students’ Readiness to Use Health Information Technology

“…Others have investigated the determinants of technology use and technology readiness. 5,12,13 However, no published studies, to our knowledge, have investigated attitudes, beliefs, and behaviors regarding IT and HIT and their influence on technology readiness in osteopathic medical students. Our study thus sought to identify which of these factors, including personal characteristics, are associated with osteopathic medical students' readiness to use HIT in future practice.…”