Technology Playfulness and Anxiety as Motivators and Hindrances of SST Adoption: Commercial Banking Sector in Sri Lanka
Advances in Research,
Page 14-27
DOI:
10.9734/air/2021/v22i630316
Abstract
The swift growth of technological improvements has supported the continuing transformation of the service sector, in its conversion from conventional physical service encounters handled by service professionals into customer-controlled self-service technologies (SSTs). Even though prior research attempts have been made in assessing the acceptance of technology in general, the insufficient focus is placed on self-service technologies. Further, understanding the target customer is crucial with the fierce competition existing in the market sided with the development of technology. Therefore, the purpose of this study is to investigate which elements comprise the customers’ technology playfulness and anxiety and how it influence the use of self-service technologies in the Sri Lankan commercial banking sector. The study undertook a qualitative approach with 50 semi-structured interviews from Western province banking customers who use SSTs utilizing a non-probabilistic purposeful sampling strategy. The data were analyzed using the technique of thematic analysis. The findings revealed “Enjoyment”, “Fun”, “Innovativeness”, “Entertaining”, “Creativity”, “Pleasure” and “Appealing features” as the seven themes of technology playfulness motivating the use of SSTs and “Transaction doubts”, “Elderly difficulties”, “Verification doubts” and “Security doubts” as the four themes of hindering factors towards the use of SSTs in the banking sector. The findings would contribute to the literature gap on the customer movement towards self-service technologies. Insights from the study would support the practitioners in understanding how to improve with the proper use of technology and delivery of self-service technologies in the commercial banking sector of Sri Lanka.
Keywords:
- Self-service technologies
- technology anxiety
- technology
- playfulness
- banking.
How to Cite
Galdolage, B. S., & Rasanjalee, R. M. K. S. (2021). Technology Playfulness and Anxiety as Motivators and Hindrances of SST Adoption: Commercial Banking Sector in Sri Lanka. Advances in Research, 22(6), 14-27. https://doi.org/10.9734/air/2021/v22i630316
References
Blut M, Wang C, Schoefer K. Factors influencing the acceptance of self-service technologies: A meta-analysis. Journal of Service Research. 2016;19(4):396–416.
Available:https://doi.org/10.1177/1094670516662352
Bitner MJ, Ostrom AL, Meuter ML, Clancy JA. Implementing successful self-service technologies. The Academy of Management Executive. 2002;16(4):96–109. Available:https://doi.org/10.5465/ame.2002.8951333
Gunawardana HMRSS, Kulathunga D, Perera WLMV. Impact of self service technology quality on customer satisfaction: A case of retail banks in Western Province in Sri Lanka. Gadjah Mada International Journal of Business. 2015;17(1):1–24.
Available:https://doi.org/10.22146/gamaijb.6147
Madhusanka JM, Pranthaman T. A comparative analysis of customer satisfaction on self-service technology channels between state and private banks. The Journal of Business Studies. 2018; 2(1):50–61.
Available:http://www.digital.lib.esn.ac.lk/handle/123456789/3707
Vivekanandan L, Jayasena S. Facilities offered by the banks and expectations of IT savvy banking customers. Procedia - Social and Behavioral Sciences. 2012;40: 576–583. Available:https://doi.org/10.1016/j.sbspro.2012.03.233
Warf B. South Asia. In E-Government in Asia. Chandos Publishing. 2017;87–115.
Jayathilaka R, Pathiratne H, Jayanath C, Perera H, Wickremasinghe S, Dharmasena T. The usage of cash deposit machines: An empirical analysis of identifying determinant factors. Sri Lankan Journal of Banking and Finance. 2020; 3(01):1–17.
Payment and Settlements Department. Payment Bulletin Sri Lanka; 2021.
Available:https://www.cbsl.gov.lk/sites/default/files/Payments_Bulletin_2Q2021_e.pdf
Akinci S, Aksoy Ş, Atilgan E. Adoption of Internet banking among sophisticated consumer segments in an advanced developing country. International Journal of Bank Marketing. 2004;22(3):212–232.
Available:https://doi.org/10.1108/02652320410530322
Sathye M. Adoption of Internet banking by Australian consumers: An empirical investigation. International Journal of Bank Marketing. 1999;17(7):324–334.
Available:https://doi.org/10.1108/02652329910305689
Walczuch R, Lemmink J, Streukens S. The effect of service employees’ technology readiness on technology acceptance. Information and Management. 2007;44(2):206–215. Available:https://doi.org/10.1016/j.im.2006.12.005
Yu CS. Factors affecting individuals to adopt mobile banking: Empirical evidence from the UTAUT model. Journal of Electronic Commerce Research. 2012;13: 104–121.
Davis FD, Bagozzi RP, Warshaw PR. User Acceptance of computer technology: A comparison of two theoretical models. Management Science. 1989;35(8):982–1003.
Available:https://doi.org/10.1287/mnsc.35.8.982
Venkatesh V, Morris MG, Davis GB, Davis FD. User acceptance of information technology: Toward a unified view. MIS Quarterly. 2003;27(3):425–478.
Available:https://doi.org/10.2307/30036540
Rogers EM. Diffusion of innovations: Modifications of a model for telecommuni-cations. In M. W. Stoetzer & A. Mahler (Eds.), Die Diffusion von Innovationen in der Telekommunikation (Vol. 17). Springer, Berlin, Heidelberg; 1995.
Available:https://doi.org/10.1007/978-3-642-79868-9_2
Fishbein M, Ajzen I. Belief, attitude, intention and behavior. Addison-Wesley; 1975.
Akturan U, Tezcan N. Mobile banking adoption of the youth market: Perceptions and intentions. Marketing Intelligence and Planning. 2012;30(4):444–459.
Available:https://doi.org/10.1108/02634501211231928
Giovanis AN, Binioris S, Polychronopoulos G. An extension of TAM model with IDT and security/privacy risk in the adoption of internet banking services in Greece. EuroMed Journal of Business. 2012;7(1): 24–53.
Available:https://doi.org/10.1108/14502191211225365
Pikkarainen T, Pikkarainen K, Karjaluoto H, Pahnila S. Consumer acceptance of online banking: An extension of the technology acceptance model. Internet Research. 2004;14(3):224–235.
Available:https://doi.org/10.1108/10662240410542652
Galdolage BS. Value co-creation intention, practices and experience in self-service technologies. University of Hull; 2018.
Kanal N. Growth of mobile banking in India “Below Expectations”:RBI. PTI; 2014.
Available:https://www.firstpost.com/tech/news-analysis/growth-of-mobile-banking-in-india-below-expectations-rbi-3644293.html
Meuter ML, Ostrom AL, Roundtree RI, Bitner MJ. Self-service technologies: Understanding customer satisfaction with technology-based service encounters. Journal of Marketing. 2000;64(3):50–64.
Available:https://doi.org/10.1509/jmkg.64.3.50.18024
Dabholkar Pratibha A, Bagozzi RP. An attitudinal model of technology-based self-service: Moderating effects of consumer traits and situational factors. Journal of the Academy of Marketing Science. 2002; 30(3):184–201.
Available:https://doi.org/10.1177/0092070302303001
Dabholkar PA. Technology-based service delivery: A classification scheme for developing marketing strategies. Advances in Services Marketing and Management. 1994;3:241–271.
Galdolage BS. Do it yourself: Customer self-directed learning in self-service technologies. Sri Lanka Journal of Management Studies. 2020;2(Ii):51–66.
Available:http://repository.ou.ac.lk/handle/94ousl/1955
Hagen S, Sandnes FE. Toward accessible self-service kiosks through intelligent user interfaces. Personal and Ubiquitous Computing. 2010;14(8):715–721.
Available:https://doi.org/10.1007/s00779-010-0286-8
Elliott K, Hall M. Assessing consumers’ propensity to embrace self-service technologies: Are there gender differences? Marketing Management Journal. 2005;15(2):98–107.
Available:http://scholar.google.com/scholar?hl=en&btnG=Search&q=intitle:Assessing+Consumers’+Propensity+to+Embrace+Self-Service+Technologies:+Are+there+Gender+Differences?#0
Kim J, Christodoulidou N, Brewer P. Impact of individual differences and consumers’ readiness on likelihood of using self-service technologies at hospitality settings. Journal of Hospitality and Tourism Research. 2012;36(1):85–114. Available:https://doi.org/10.1177/1096348011407311
Kim EY, Yang K. Self-service technologies (SSTs) streamlining consumer experience in the fashion retail stores: The role of perceived interactivity. Journal of Global Fashion Marketing. 2018;9(4):287–304.
Available:https://doi.org/10.1080/20932685.2018.1503558
Cho H, Fiorito SS. Self-service technology in retailing. The Case of Retail Kiosks. Symphonya. Emerging Issues in Management. 2010;1:43–55.
Available:https://doi.org/10.4468/2010.1.05cho.fiorito
Parise S, Guinan PJ, Kafka R. Solving the crisis of immediacy: How digital technology can transform the customer experience. Business Horizons. 2016;59(4):411–420.
Available:https://doi.org/10.1016/j.bushor.2016.03.004
Galdolage BS. Barriers for entering the digital world: Exploring Customer value co-destruction in self-service technologies. FIIB Business Review; 2021a.
Available:https://doi.org/10.1177/23197145211022016
Galdolage BS. Customers’ role in co-creating value at self-service technologies: From role theory perspective. Sri Lanka Journal of Marketing. 2021b;7(1):70.
Available:https://doi.org/10.4038/sljmuok.v7i1.57
Wei W, Torres EN, Hua N. The power of self-service technologies in creating transcendent service experiences: The paradox of extrinsic attributes. International Journal of Contemporary Hospitality Management. 2017;29(6):1599–1618.
Available:https://doi.org/10.1108/IJCHM-01-2016-0029
Berry LL, Carbone LP, Haeckel SH. Managing the total customer experience. MIT Sloan Management Review. 2002; 43(3):85–89.
Åkesson M, Edvardsson B, Tronvoll B. Regular issue paper: Customer experience from a self-service system perspective. Journal of Service Management. 2014;25(5):677–698.
Available:https://doi.org/10.1108/JOSM-01-2013-0016
Liljander V, Gillberg F, Gummerus J, van Riel A. Technology readiness and the evaluation and adoption of self-service technologies. Journal of Retailing and Consumer Services. 2006;13(3):177–191.
Available:https://doi.org/10.1016/j.jretconser.2005.08.004
Meuter ML, Bitner MJ, Ostrom AL, Brown SW. Choosing among alternative service delivery modes: An investigation of customer trial of self-service technologies. Journal of Marketing. 2005;69(2):61–83.
Available:https://doi.org/10.1509/jmkg.69.2.61.60759
Fernando AD, Dinesha PKC. The influence of technology anxiety on consumer use of self-service technologies in Sri Lankan banking industry: Moderating role of demographics. 8th International Conference on Management and Economics. 2019;121–136.
Available:http://ir.lib.ruh.ac.lk/xmlui/handle/iruor/189
Ndubisi NO, Wah CK, Ndubisi GC. Supplier-customer relationship manage-ment and customer loyalty: The banking industry perspective. Journal of Enterprise Information Management. 2007;20(2):222–236. Available:https://doi.org/10.1108/17410390710725797
Ugwuanyi CC, Uduji JI, Oraedu C. Customer Experience with self-service technologies in banking sector: Evidence from Nigeria. International Journal of Business and Systems Research. 2021; 15(1):1.
Available:https://doi.org/10.1504/ijbsr.2021.10029513
Kumar V, Bose S. Adoption of self service technologies (SST)-A study on the intention of Management students to use Internet Banking Services. Journal of Contemporary Research in Management. 2013;8(1):47–58.
Available:http://search.ebscohost.com/login.aspx?direct=true&profile=ehost&scope=site&authtype=crawler&jrnl=09739785&AN=89923007&h=JC3h6Kq56o6ovJwQVAIjboM1FBvCKQQBFBkRtGxdRvxH1rMvkNFNjvDv3uTtcvsL69m%2Bcz%2FVY60yLyP6LnSMAA%3D%3D&crl=c
Lee EJ, Lee J, Eastwood D. A two-step estimation of consumer adoption of technology-based service innovations. The Journal of Consumer Affair. 2003;37(2): 256–282.
Available:https://doi.org/10.1111/j.1745-6606.2003.tb00453.x
Baabdullah AM, Rana NP, Alalwan AA, Islam R, Patil P, Dwivedi YK. Consumer adoption of self-service technologies in the context of the jordanian banking industry: Examining the moderating role of channel types. Information Systems Management. 2019;36(4):286–305.
Available:https://doi.org/10.1080/10580530.2019.1651107
Migdadi YKAA. The developing economies’ banks branches operational strategy in the era of e-banking: The case of Jordan. Journal of Emerging Technologies in Web Intelligence. 2012;4(2):189–197.
Available:https://doi.org/10.4304/jetwi.4.2.189-197
Sharma SK, Govindaluri SM, Muharrami SM, Tarhini A. A multi-analytical model for mobile banking adoption: A developing country perspective. Review of Inter-national Business and Strategy. 2017; 27(1):133–148.
Available:https://doi.org/10.1108/RIBS-11-2016-0074
Sukkar A Al, Hasan H. Toward a model for the acceptance of Internet banking in developing countries. Information Technology for Development. 2005;11(4): 381–398.
Available:https://doi.org/10.1002/itdj.20026
Augustine K. Self-service, ATM, and other omnichannel banking: Omnichannel experience needed; 2013.
Jayamaha R. Impact of IT in the banking sector. BIS Review; 2008.
Salgado D, Bandara N, Peiris T, Gunathilaka L. Consumer Intention Towards Self-Banking Services in Sri Lanka : A Study Based on Peoples ’ Bank. 13th International Research Conference, General Sir John Kotelawala Defence University, Cdm; 2020.
Available:http://ir.kdu.ac.lk/handle/345/2863
Jeong M, Lambert CU. Adaptation of an information quality framework to measure customers’ behavioral intentions to use lodging Web sites. International Journal of Hospitality Management. 2001;20(2):129–146.
Available:https://doi.org/10.1016/S0278-4319(00)00041-4
Chung T, Law R. Developing a performance indicator for hotel websites. International Journal of Hospitality Management. 2003;22(1):119–125.
Available:https://doi.org/10.1016/S0278-4319(02)00076-2
Meuter ML, Ostrom AL, Bitner MJ, Roundtree R. The influence of technology anxiety on consumer use and experiences with self-service technologies. Journal of Business Research. 2003;56(11):899–906.
Available:https://doi.org/10.1016/S0148-2963(01)00276-4
Salomann, Kolbe, Brenner. Self-services in customer relationships: Balancing high-tech and high-touch today and tomorrow. E-Service Journal. 2006;4(2):65.
Available:https://doi.org/10.2979/esj.2006.4.2.65
Dabholkar, Pratibha A, Bobbitt LM, Lee EJ. Understanding consumer motivation and behavior related to self-scanning in retailing implications for strategy and research on technology-based self-service. International Journal of Service Industry Management. 2003;14(1):59–95.
Available:https://doi.org/10.1108/09564230310465994
Shamdasani P, Mukherjee A, Malhotra N. Antecedents and consequences of service quality in consumer evaluation of self-service internet technologies. Service Industries Journal. 2008;28(1):117–138.
Available:https://doi.org/10.1080/02642060701725669
Curran JM, Meuter ML. Encouraging existing customers to switch to self-service technologies: Put a little fun in their lives. Journal of Marketing Theory and Practice. 2007;15(4):283–298.
Available:https://doi.org/10.2753/MTP1069-6679150401
Hilton T, Hughes T, Little E, Marandi E. Adopting self-service technology to do more with less. Journal of Services Marketing. 2013;27(1):3–12.
Available:https://doi.org/10.1108/08876041311296338
Kelly P, Lawlor J, Mulvey M. A Review of key factors affecting the adoption of self-service technologies in tourism. Tourism and Hospitality Research in Ireland Conference. 2010;1–21.
Available:https://doi.org/https://doi.org/10.21427/D7GF5X
Gilbert D, Balestrini P, Littleboy D. Barriers and benefits in the adoption of e-government. International Journal of Public Sector Management. 2004;17(4):286–301.
Available:https://doi.org/10.1108/09513550410539794
Jayasimha KR, Nargundkar R. Adoption of self service bill payment technologies (SSBPTS): A conceptual model. Journal of Services Research. 2007;6(2):2007.
Simon F, Usunier JC. Cognitive, demo-graphic, and situational determinants of service customer preference for personnel-in-contact over self-service technology. International Journal of Research in Marketing. 2007;24(2):163–173.
Available:https://doi.org/10.1016/j.ijresmar.2006.11.004
Anitsal I, Schumann DW. Toward a conceptualization of customer productivity: The customer’s perspective on transforming customer labor into customer outcomes using technology-based self-service options. Journal of Marketing Theory and Practice. 2007;15(4):349–363.
Available:https://doi.org/10.2753/MTP1069-6679150405
Sekaran U, Bougie R. Research methods for business: A skill building approach. John Wiley & Sons, Ltd; 2015.
Malhotra N, Birks D. Marketing research: An applied approach. Prentice Hall; 2007.
Abrams LS. Sampling “hard to reach” populations in qualitative research: The case of incarcerated youth. Qualitative Social Work. 2010;9(4):536–550.
Available:https://doi.org/10.1177/1473325010367821
Patton MQ. Two decades of developments in qualitative inquiry: A personal, experiential perspective. Qualitative Social Work. 2002;1(3):261–283.
Available:https://doi.org/10.1177/1473325002001003636
Palinkas LA, Horwitz SM, Green CA, Wisdom JP, Duan N, Hoagwood K. Purposeful Sampling for Qualitative Data Collection and Analysis in Mixed Method Implementation Research. Administration and Policy in Mental Health and Mental Health Services Research. 2015;42(5): 533–544.
Available:https://doi.org/10.1007/s10488-013-0528-y
Miles MB, Huberman AM, Saldaña J. Qualitative data analysis: a methods sourcebook (3rd ed.). Sage Publications; 2014.
Braun V, Clarke V. Using thematic analysis in psychology Virginia. Qualitative Research in Psychology. 2006;2(3):77–101. Available:https://doi.org/10.1191/1478088706qp063oa
Aronson J. A pragmatic view of thematic analysis. The Qualitative Report. 1995; 2(1):1–3.
Available:https://doi.org/10.46743/2160-3715/1995.2069
Laukkanen P, Sinkkonen S, Laukkanen T. Consumer resistance to internet banking: Postponers, opponents and rejectors. International Journal of Bank Marketing. 2008;26(6):440–455.
Available:https://doi.org/10.1108/02652320810902451
Alalwan AA, Dwivedi YK, Rana NP. Factors influencing adoption of mobile banking by Jordanian bank customers: Extending UTAUT2 with trust. International Journal of Information Management. 2017;37(3):99–110.
Available:https://doi.org/10.1016/j.ijinfomgt.2017.01.002
Mick DG, Fournier S. Paradoxes of technology: Consumer cognizance, emotions, and coping strategies. Journal of Consumer Research. 1998;25(2):123–143.
Available:https://doi.org/10.1086/209531
Oyedele A, Simpson PM. An empirical investigation of consumer control factors on intention to use selected self-service technologies. International Journal of Service Industry Management. 2007;14(2): 287–306.
Available:https://doi.org/10.1108/09564230710751497
Lee HJ, Cho HJ, Xu W, Fairhurst A. The influence of consumer traits and demographics on intention to use retail self-service checkouts. Marketing Intelligence and Planning. 2010;28(1):46–58. Available:https://doi.org/10.1108/02634501011014606
Kim JS, Christodoulidou N, Choo YC. Factors influencing customer acceptance of kiosks at quick service restaurants. Journal of Hospitality and Tourism Technology. 2013;4(1):40–63.
Available:https://doi.org/10.1108/17579881311302347
Available:https://doi.org/10.1177/1094670516662352
Bitner MJ, Ostrom AL, Meuter ML, Clancy JA. Implementing successful self-service technologies. The Academy of Management Executive. 2002;16(4):96–109. Available:https://doi.org/10.5465/ame.2002.8951333
Gunawardana HMRSS, Kulathunga D, Perera WLMV. Impact of self service technology quality on customer satisfaction: A case of retail banks in Western Province in Sri Lanka. Gadjah Mada International Journal of Business. 2015;17(1):1–24.
Available:https://doi.org/10.22146/gamaijb.6147
Madhusanka JM, Pranthaman T. A comparative analysis of customer satisfaction on self-service technology channels between state and private banks. The Journal of Business Studies. 2018; 2(1):50–61.
Available:http://www.digital.lib.esn.ac.lk/handle/123456789/3707
Vivekanandan L, Jayasena S. Facilities offered by the banks and expectations of IT savvy banking customers. Procedia - Social and Behavioral Sciences. 2012;40: 576–583. Available:https://doi.org/10.1016/j.sbspro.2012.03.233
Warf B. South Asia. In E-Government in Asia. Chandos Publishing. 2017;87–115.
Jayathilaka R, Pathiratne H, Jayanath C, Perera H, Wickremasinghe S, Dharmasena T. The usage of cash deposit machines: An empirical analysis of identifying determinant factors. Sri Lankan Journal of Banking and Finance. 2020; 3(01):1–17.
Payment and Settlements Department. Payment Bulletin Sri Lanka; 2021.
Available:https://www.cbsl.gov.lk/sites/default/files/Payments_Bulletin_2Q2021_e.pdf
Akinci S, Aksoy Ş, Atilgan E. Adoption of Internet banking among sophisticated consumer segments in an advanced developing country. International Journal of Bank Marketing. 2004;22(3):212–232.
Available:https://doi.org/10.1108/02652320410530322
Sathye M. Adoption of Internet banking by Australian consumers: An empirical investigation. International Journal of Bank Marketing. 1999;17(7):324–334.
Available:https://doi.org/10.1108/02652329910305689
Walczuch R, Lemmink J, Streukens S. The effect of service employees’ technology readiness on technology acceptance. Information and Management. 2007;44(2):206–215. Available:https://doi.org/10.1016/j.im.2006.12.005
Yu CS. Factors affecting individuals to adopt mobile banking: Empirical evidence from the UTAUT model. Journal of Electronic Commerce Research. 2012;13: 104–121.
Davis FD, Bagozzi RP, Warshaw PR. User Acceptance of computer technology: A comparison of two theoretical models. Management Science. 1989;35(8):982–1003.
Available:https://doi.org/10.1287/mnsc.35.8.982
Venkatesh V, Morris MG, Davis GB, Davis FD. User acceptance of information technology: Toward a unified view. MIS Quarterly. 2003;27(3):425–478.
Available:https://doi.org/10.2307/30036540
Rogers EM. Diffusion of innovations: Modifications of a model for telecommuni-cations. In M. W. Stoetzer & A. Mahler (Eds.), Die Diffusion von Innovationen in der Telekommunikation (Vol. 17). Springer, Berlin, Heidelberg; 1995.
Available:https://doi.org/10.1007/978-3-642-79868-9_2
Fishbein M, Ajzen I. Belief, attitude, intention and behavior. Addison-Wesley; 1975.
Akturan U, Tezcan N. Mobile banking adoption of the youth market: Perceptions and intentions. Marketing Intelligence and Planning. 2012;30(4):444–459.
Available:https://doi.org/10.1108/02634501211231928
Giovanis AN, Binioris S, Polychronopoulos G. An extension of TAM model with IDT and security/privacy risk in the adoption of internet banking services in Greece. EuroMed Journal of Business. 2012;7(1): 24–53.
Available:https://doi.org/10.1108/14502191211225365
Pikkarainen T, Pikkarainen K, Karjaluoto H, Pahnila S. Consumer acceptance of online banking: An extension of the technology acceptance model. Internet Research. 2004;14(3):224–235.
Available:https://doi.org/10.1108/10662240410542652
Galdolage BS. Value co-creation intention, practices and experience in self-service technologies. University of Hull; 2018.
Kanal N. Growth of mobile banking in India “Below Expectations”:RBI. PTI; 2014.
Available:https://www.firstpost.com/tech/news-analysis/growth-of-mobile-banking-in-india-below-expectations-rbi-3644293.html
Meuter ML, Ostrom AL, Roundtree RI, Bitner MJ. Self-service technologies: Understanding customer satisfaction with technology-based service encounters. Journal of Marketing. 2000;64(3):50–64.
Available:https://doi.org/10.1509/jmkg.64.3.50.18024
Dabholkar Pratibha A, Bagozzi RP. An attitudinal model of technology-based self-service: Moderating effects of consumer traits and situational factors. Journal of the Academy of Marketing Science. 2002; 30(3):184–201.
Available:https://doi.org/10.1177/0092070302303001
Dabholkar PA. Technology-based service delivery: A classification scheme for developing marketing strategies. Advances in Services Marketing and Management. 1994;3:241–271.
Galdolage BS. Do it yourself: Customer self-directed learning in self-service technologies. Sri Lanka Journal of Management Studies. 2020;2(Ii):51–66.
Available:http://repository.ou.ac.lk/handle/94ousl/1955
Hagen S, Sandnes FE. Toward accessible self-service kiosks through intelligent user interfaces. Personal and Ubiquitous Computing. 2010;14(8):715–721.
Available:https://doi.org/10.1007/s00779-010-0286-8
Elliott K, Hall M. Assessing consumers’ propensity to embrace self-service technologies: Are there gender differences? Marketing Management Journal. 2005;15(2):98–107.
Available:http://scholar.google.com/scholar?hl=en&btnG=Search&q=intitle:Assessing+Consumers’+Propensity+to+Embrace+Self-Service+Technologies:+Are+there+Gender+Differences?#0
Kim J, Christodoulidou N, Brewer P. Impact of individual differences and consumers’ readiness on likelihood of using self-service technologies at hospitality settings. Journal of Hospitality and Tourism Research. 2012;36(1):85–114. Available:https://doi.org/10.1177/1096348011407311
Kim EY, Yang K. Self-service technologies (SSTs) streamlining consumer experience in the fashion retail stores: The role of perceived interactivity. Journal of Global Fashion Marketing. 2018;9(4):287–304.
Available:https://doi.org/10.1080/20932685.2018.1503558
Cho H, Fiorito SS. Self-service technology in retailing. The Case of Retail Kiosks. Symphonya. Emerging Issues in Management. 2010;1:43–55.
Available:https://doi.org/10.4468/2010.1.05cho.fiorito
Parise S, Guinan PJ, Kafka R. Solving the crisis of immediacy: How digital technology can transform the customer experience. Business Horizons. 2016;59(4):411–420.
Available:https://doi.org/10.1016/j.bushor.2016.03.004
Galdolage BS. Barriers for entering the digital world: Exploring Customer value co-destruction in self-service technologies. FIIB Business Review; 2021a.
Available:https://doi.org/10.1177/23197145211022016
Galdolage BS. Customers’ role in co-creating value at self-service technologies: From role theory perspective. Sri Lanka Journal of Marketing. 2021b;7(1):70.
Available:https://doi.org/10.4038/sljmuok.v7i1.57
Wei W, Torres EN, Hua N. The power of self-service technologies in creating transcendent service experiences: The paradox of extrinsic attributes. International Journal of Contemporary Hospitality Management. 2017;29(6):1599–1618.
Available:https://doi.org/10.1108/IJCHM-01-2016-0029
Berry LL, Carbone LP, Haeckel SH. Managing the total customer experience. MIT Sloan Management Review. 2002; 43(3):85–89.
Åkesson M, Edvardsson B, Tronvoll B. Regular issue paper: Customer experience from a self-service system perspective. Journal of Service Management. 2014;25(5):677–698.
Available:https://doi.org/10.1108/JOSM-01-2013-0016
Liljander V, Gillberg F, Gummerus J, van Riel A. Technology readiness and the evaluation and adoption of self-service technologies. Journal of Retailing and Consumer Services. 2006;13(3):177–191.
Available:https://doi.org/10.1016/j.jretconser.2005.08.004
Meuter ML, Bitner MJ, Ostrom AL, Brown SW. Choosing among alternative service delivery modes: An investigation of customer trial of self-service technologies. Journal of Marketing. 2005;69(2):61–83.
Available:https://doi.org/10.1509/jmkg.69.2.61.60759
Fernando AD, Dinesha PKC. The influence of technology anxiety on consumer use of self-service technologies in Sri Lankan banking industry: Moderating role of demographics. 8th International Conference on Management and Economics. 2019;121–136.
Available:http://ir.lib.ruh.ac.lk/xmlui/handle/iruor/189
Ndubisi NO, Wah CK, Ndubisi GC. Supplier-customer relationship manage-ment and customer loyalty: The banking industry perspective. Journal of Enterprise Information Management. 2007;20(2):222–236. Available:https://doi.org/10.1108/17410390710725797
Ugwuanyi CC, Uduji JI, Oraedu C. Customer Experience with self-service technologies in banking sector: Evidence from Nigeria. International Journal of Business and Systems Research. 2021; 15(1):1.
Available:https://doi.org/10.1504/ijbsr.2021.10029513
Kumar V, Bose S. Adoption of self service technologies (SST)-A study on the intention of Management students to use Internet Banking Services. Journal of Contemporary Research in Management. 2013;8(1):47–58.
Available:http://search.ebscohost.com/login.aspx?direct=true&profile=ehost&scope=site&authtype=crawler&jrnl=09739785&AN=89923007&h=JC3h6Kq56o6ovJwQVAIjboM1FBvCKQQBFBkRtGxdRvxH1rMvkNFNjvDv3uTtcvsL69m%2Bcz%2FVY60yLyP6LnSMAA%3D%3D&crl=c
Lee EJ, Lee J, Eastwood D. A two-step estimation of consumer adoption of technology-based service innovations. The Journal of Consumer Affair. 2003;37(2): 256–282.
Available:https://doi.org/10.1111/j.1745-6606.2003.tb00453.x
Baabdullah AM, Rana NP, Alalwan AA, Islam R, Patil P, Dwivedi YK. Consumer adoption of self-service technologies in the context of the jordanian banking industry: Examining the moderating role of channel types. Information Systems Management. 2019;36(4):286–305.
Available:https://doi.org/10.1080/10580530.2019.1651107
Migdadi YKAA. The developing economies’ banks branches operational strategy in the era of e-banking: The case of Jordan. Journal of Emerging Technologies in Web Intelligence. 2012;4(2):189–197.
Available:https://doi.org/10.4304/jetwi.4.2.189-197
Sharma SK, Govindaluri SM, Muharrami SM, Tarhini A. A multi-analytical model for mobile banking adoption: A developing country perspective. Review of Inter-national Business and Strategy. 2017; 27(1):133–148.
Available:https://doi.org/10.1108/RIBS-11-2016-0074
Sukkar A Al, Hasan H. Toward a model for the acceptance of Internet banking in developing countries. Information Technology for Development. 2005;11(4): 381–398.
Available:https://doi.org/10.1002/itdj.20026
Augustine K. Self-service, ATM, and other omnichannel banking: Omnichannel experience needed; 2013.
Jayamaha R. Impact of IT in the banking sector. BIS Review; 2008.
Salgado D, Bandara N, Peiris T, Gunathilaka L. Consumer Intention Towards Self-Banking Services in Sri Lanka : A Study Based on Peoples ’ Bank. 13th International Research Conference, General Sir John Kotelawala Defence University, Cdm; 2020.
Available:http://ir.kdu.ac.lk/handle/345/2863
Jeong M, Lambert CU. Adaptation of an information quality framework to measure customers’ behavioral intentions to use lodging Web sites. International Journal of Hospitality Management. 2001;20(2):129–146.
Available:https://doi.org/10.1016/S0278-4319(00)00041-4
Chung T, Law R. Developing a performance indicator for hotel websites. International Journal of Hospitality Management. 2003;22(1):119–125.
Available:https://doi.org/10.1016/S0278-4319(02)00076-2
Meuter ML, Ostrom AL, Bitner MJ, Roundtree R. The influence of technology anxiety on consumer use and experiences with self-service technologies. Journal of Business Research. 2003;56(11):899–906.
Available:https://doi.org/10.1016/S0148-2963(01)00276-4
Salomann, Kolbe, Brenner. Self-services in customer relationships: Balancing high-tech and high-touch today and tomorrow. E-Service Journal. 2006;4(2):65.
Available:https://doi.org/10.2979/esj.2006.4.2.65
Dabholkar, Pratibha A, Bobbitt LM, Lee EJ. Understanding consumer motivation and behavior related to self-scanning in retailing implications for strategy and research on technology-based self-service. International Journal of Service Industry Management. 2003;14(1):59–95.
Available:https://doi.org/10.1108/09564230310465994
Shamdasani P, Mukherjee A, Malhotra N. Antecedents and consequences of service quality in consumer evaluation of self-service internet technologies. Service Industries Journal. 2008;28(1):117–138.
Available:https://doi.org/10.1080/02642060701725669
Curran JM, Meuter ML. Encouraging existing customers to switch to self-service technologies: Put a little fun in their lives. Journal of Marketing Theory and Practice. 2007;15(4):283–298.
Available:https://doi.org/10.2753/MTP1069-6679150401
Hilton T, Hughes T, Little E, Marandi E. Adopting self-service technology to do more with less. Journal of Services Marketing. 2013;27(1):3–12.
Available:https://doi.org/10.1108/08876041311296338
Kelly P, Lawlor J, Mulvey M. A Review of key factors affecting the adoption of self-service technologies in tourism. Tourism and Hospitality Research in Ireland Conference. 2010;1–21.
Available:https://doi.org/https://doi.org/10.21427/D7GF5X
Gilbert D, Balestrini P, Littleboy D. Barriers and benefits in the adoption of e-government. International Journal of Public Sector Management. 2004;17(4):286–301.
Available:https://doi.org/10.1108/09513550410539794
Jayasimha KR, Nargundkar R. Adoption of self service bill payment technologies (SSBPTS): A conceptual model. Journal of Services Research. 2007;6(2):2007.
Simon F, Usunier JC. Cognitive, demo-graphic, and situational determinants of service customer preference for personnel-in-contact over self-service technology. International Journal of Research in Marketing. 2007;24(2):163–173.
Available:https://doi.org/10.1016/j.ijresmar.2006.11.004
Anitsal I, Schumann DW. Toward a conceptualization of customer productivity: The customer’s perspective on transforming customer labor into customer outcomes using technology-based self-service options. Journal of Marketing Theory and Practice. 2007;15(4):349–363.
Available:https://doi.org/10.2753/MTP1069-6679150405
Sekaran U, Bougie R. Research methods for business: A skill building approach. John Wiley & Sons, Ltd; 2015.
Malhotra N, Birks D. Marketing research: An applied approach. Prentice Hall; 2007.
Abrams LS. Sampling “hard to reach” populations in qualitative research: The case of incarcerated youth. Qualitative Social Work. 2010;9(4):536–550.
Available:https://doi.org/10.1177/1473325010367821
Patton MQ. Two decades of developments in qualitative inquiry: A personal, experiential perspective. Qualitative Social Work. 2002;1(3):261–283.
Available:https://doi.org/10.1177/1473325002001003636
Palinkas LA, Horwitz SM, Green CA, Wisdom JP, Duan N, Hoagwood K. Purposeful Sampling for Qualitative Data Collection and Analysis in Mixed Method Implementation Research. Administration and Policy in Mental Health and Mental Health Services Research. 2015;42(5): 533–544.
Available:https://doi.org/10.1007/s10488-013-0528-y
Miles MB, Huberman AM, Saldaña J. Qualitative data analysis: a methods sourcebook (3rd ed.). Sage Publications; 2014.
Braun V, Clarke V. Using thematic analysis in psychology Virginia. Qualitative Research in Psychology. 2006;2(3):77–101. Available:https://doi.org/10.1191/1478088706qp063oa
Aronson J. A pragmatic view of thematic analysis. The Qualitative Report. 1995; 2(1):1–3.
Available:https://doi.org/10.46743/2160-3715/1995.2069
Laukkanen P, Sinkkonen S, Laukkanen T. Consumer resistance to internet banking: Postponers, opponents and rejectors. International Journal of Bank Marketing. 2008;26(6):440–455.
Available:https://doi.org/10.1108/02652320810902451
Alalwan AA, Dwivedi YK, Rana NP. Factors influencing adoption of mobile banking by Jordanian bank customers: Extending UTAUT2 with trust. International Journal of Information Management. 2017;37(3):99–110.
Available:https://doi.org/10.1016/j.ijinfomgt.2017.01.002
Mick DG, Fournier S. Paradoxes of technology: Consumer cognizance, emotions, and coping strategies. Journal of Consumer Research. 1998;25(2):123–143.
Available:https://doi.org/10.1086/209531
Oyedele A, Simpson PM. An empirical investigation of consumer control factors on intention to use selected self-service technologies. International Journal of Service Industry Management. 2007;14(2): 287–306.
Available:https://doi.org/10.1108/09564230710751497
Lee HJ, Cho HJ, Xu W, Fairhurst A. The influence of consumer traits and demographics on intention to use retail self-service checkouts. Marketing Intelligence and Planning. 2010;28(1):46–58. Available:https://doi.org/10.1108/02634501011014606
Kim JS, Christodoulidou N, Choo YC. Factors influencing customer acceptance of kiosks at quick service restaurants. Journal of Hospitality and Tourism Technology. 2013;4(1):40–63.
Available:https://doi.org/10.1108/17579881311302347
-
Abstract View: 312 times
PDF Download: 106 times
