Impact of self-service technologies in retail banking on cross-buying and word-of-mouth

2020 ◽  
Vol 48 (5) ◽  
pp. 485-500 ◽  
Author(s):  
Kaushik Mukerjee
Keyword(s):  
Service Quality ◽  
Word Of Mouth ◽  
Emerging Market ◽  
Retail Banking ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Perceived Ease Of Use ◽  
Content Type ◽  
Self Service ◽  
The Relationship

PurposeThe purpose of this research is to study the influence of self-service technologies (SST) on cross-buying and word-of-mouth. This study tests the direct impact of perceived usefulness and perceived ease of use on cross-buying and word-of-mouth. Further, this study also tests the mediating role of e-service quality for the aforementioned relationships. The study has been undertaken in the context of retail banking in an emerging market, India.Design/methodology/approachA cross-sectional survey research design was used to collect data from 235 customers of retail banks in India. The data were analysed using IBM AMOS 23.0 taking structural equation modelling (SEM) approach to test the hypothesised relationships.FindingsThe findings of the study suggest that both perceived usefulness and perceived ease of use influence cross-buying and word-of-mouth. E-service quality partially mediates the relationship between perceived usefulness on cross-buying and word-of-mouth. E-service quality partially mediates the relationship between perceived ease of use and cross-buying but does not mediate the relationship between perceived ease of use and word-of-mouth.Practical implicationsThis study shows that managers need to focus on perceived usefulness and perceived ease of use in order to ensure cross-buying and promote word-of-mouth recommendations by customers. Also, managers will be able to enhance cross-buying and promote word-of-mouth recommendations if e-service quality delivered by the bank is perceived to be good by customers.Originality/valueThis study contributes to the literature on SST and offers empirical evidence to show that perceived usefulness and perceived ease of use can influence cross-buying as well as word-of-mouth. Previous studies have shown that SST usage can foster loyalty, and the present study offers new evidence on the outcomes of behavioural loyalty. The study has been undertaken through responses taken from retail bank customers in an emerging market. This study also contributes to the literature on SST by testing the mediating effect of e-service quality for the above-mentioned relationships.

Mobile payment adoption process: a serial of multiple mediation and moderation analysis

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Wanny Oentoro
Keyword(s):  
Social Influence ◽  
Perceived Risk ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Mobile Payment ◽  
Intention To Use ◽  
Perceived Ease Of Use ◽  
Multiple Mediation ◽  
Content Type ◽  
The Relationship

Purpose Global digital payment transactions increase continuously. Due to the inconsistencies that occurred across the research findings, past researchers have called for further investigation to verify and empirically test the mobile payment acceptance model. The purpose of this paper is to develop an integrative model that is derived from the multiple technology acceptance models (TAM)’s a theoretical framework and past literature to understand how consumers decided to adopt mobile payment. By simultaneously testing mechanisms, namely, ease of use, usefulness and risk, the current study will be able to advance scholarly knowledge of the underlying consumer’s attitude and behavior that link social influence to intention to use. Design/methodology/approach A total of 370 valid responses were collected using self-administered questionnaires distributed via online platforms, a representative for Thai consumers. An ordinary least square regression and bootstrap analyzes were conducted through PROCESS Macro to analyze the moderated serial-multiple mediation model in the consecutive inducing of social influence, perceived ease of use, perceived usefulness and perceived risk toward the consumer’s intention to use mobile payment. Findings Within the context of consumers evaluating a mobile payment, statistics significant were found for the hypothesized direct and indirect effects of perceived ease of use and perceived usefulness on an intention to use. The results showed that Thai consumers’ intention to use mobile payment was significantly affected by their attitudes in terms of usefulness and the less complication in using the applications. It is confirmed that social influence indirectly affects intention to use via the increase of perceived ease of use and perceived usefulness. The study also found a significant interaction between perceived risk and perceived usefulness toward intention to use. Practical implications It is recommended to service providers to continue improving the user-friendliness, navigation, integrity and furnish the system with more value-added activities within the mobile payment application. It is also essential for the company to deliver tutorials and clear and easy-to-follow instructions to customers. At the same time, the marketer should develop marketing strategies to promote the usefulness and simplicity of using the applications to the consumers. When consumers experienced the easiness and usefulness of the applications, these could overcome the resistance feeling to use due to the concern on any potential risk. Originality/value The study contributes to the existing body of knowledge on consumer usage behavior and TAM by integrating all important variables and developed a parsimony framework to explain consumers’ usage adoption on mobile payment. Moreover, the current study was the very first that proposed and tested a serial of multiple mediations of perceived ease of use and perceived usefulness, moderated by perceived risk, in the relationship between social influence and consumers’ intention to use mobile payment and discovered a moderating role of perceived risk toward the relationship between perceived usefulness and mobile payment usage intention.

Measuring instructors continued intention to reuse Google Classroom in Iraq: a mixed-method study during COVID-19

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mahmood H. Hussein ◽  
Siew Hock Ow ◽  
Ishaq Ibrahim ◽  
Moamin A. Mahmoud
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Technology Acceptance ◽  
Mixed Method ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Mixed Method Research ◽  
System Quality ◽  
Perceived Ease Of Use ◽  
Content Type

Purpose The use of learning management systems (LMSs) such as Google Classroom has increased significantly in higher education institutes during the COVID-19 pandemic. However, only a few studies have investigated instructors’ continued intention to reuse LMS. The purpose of this study is to investigate the factors that influence instructors’ intention to reuse an LMS in higher education institutes. Design/methodology/approach This study adopted a mixed-method research design. In the quantitative section, an integrated model of technology acceptance model and information system success model is proposed to explore the effects of system quality, service quality, information quality, perceived ease of use and perceived usefulness on instructors’ satisfaction and how their satisfaction will influence their intention to reuse Google Classroom in the future. In the qualitative section, to gain more understanding, instructors were asked to identify the challenges that inhibit the adoption of e-Learning technologies in public universities in Iraq and what are their recommendations to rectify them. Findings The findings revealed that service quality had no positive influences on the satisfaction of instructors, while other factors had varying levels of influence, the findings further showed that inadequate internet service and students lack of interest are the biggest challenges instructors faced during their experience with Google Classroom. Research limitations/implications To improve the generalizability of the results, future studies are recommended to include larger samples, in addition, further studies are also advised to take individual traits such as age and gender into consideration. Originality/value The outcomes of this study are expected to benefit researchers, policymakers and LMS developers who are interested in factors that affect instructors’ intention to reuse LMS in higher education institutes in developing countries.

scholarly journals The Moderating Effect of Technology Acceptance Perspectives on the Formation of e-SQ and Service Satisfaction in Low Cost Carrier Airline

2014 ◽  
Vol 2 (2) ◽  
pp. 41-47 ◽  
Author(s):  
Muhammad Khairi Majid ◽  
Norhani Bakri ◽  
Nur Shazwani Laila Junaidi ◽  
Rahmat Roslan Buang
Keyword(s):  
Service Quality ◽  
Technology Acceptance ◽  
Low Cost ◽  
Moderating Effect ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Service Satisfaction ◽  
Perceived Ease Of Use ◽  
Low Cost Carrier ◽  
The Relationship

As there is an increasing demand in public transportation and electronic transaction, the service quality of website determines the success of the service provider. Therefore, electronic service quality (e-SQ) plays an important role for any business involved in online transaction to attract customers. Customer’s assessment of e-SQ is usually based on their actual experiences of interaction with the website. According to previous research, there exists relationship between e-SQ and service satisfaction. The moderating effect of technology acceptance model (TAM) shows positive result. As e-SQ and TAM improve, this will, in turn, improve service satisfaction. However, the relationship between “e-SQ-TAM service satisfactions” has been found to be not consistent in the case of low cost carrier airline in Malaysia. With concern to further understanding of this area, the present study explores dimensions of e-SQ in low cost carrier airline context and their relationship with service satisfaction. Furthermore, the moderating effect of perceived ease-of-use and perceived usefulness (TAM) was explored. This study employed convenience sampling and questionnaire method to gain data; 392 completed questionnaires were gathered from Malaysia Airline Industry (low cost carrier) website users. The result indicated that e-SQ dimensions: customization, site privacy and aesthetic, efficiency, system availability and fulfillment constitute e-SQ for low cost carrier airline. Moreover, the result also illustrates that perceived ease-of-use and perceived usefulness (TAM) positively moderate the relationship between e-SQ and service satisfaction.

scholarly journals Useful chatbot experience provides technological satisfaction: An emerging market perspective

2021 ◽  
Vol 23 (1) ◽  
Author(s):  
Isolde Lubbe ◽  
Nonhlanhla Ngoma
Keyword(s):  
South African ◽  
Emerging Market ◽  
Customer Experience ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Perceived Ease Of Use ◽  
Customer Care ◽  
Perceived Playfulness ◽  
Customer Services ◽  
Self Service

Background: Chatbots have revolutionised marketing and specifically customer services by delivering 24/7 customer care. This technology saves resources and time, whilst enhancing customer experience that has become a critical differentiating factor in an increasing competitive and hyperconnected landscape.Objectives: This research examined how perceived ease of use (PEOU), perceived playfulness (PP) and perceived usefulness (PU) of chatbots influence customer experience and how these experiences influence users’ satisfaction in an emerging market context.Method: A self-administered questionnaire was distributed to 333 South African millennials and subjected to exploratory factor analysis and multiple regression analysis to test the proposed hypotheses.Results: The results indicate that all the hypotheses suggested have been positive and significant. Whilst experience significantly predicted satisfaction, it is worth noting that PU was the strongest predictor of experience.Conclusion: Marketers should devote time, money and recourses in developing and incorporating self-service technologies, such as chatbots, that are useful for their marketing strategies that will enhance customer experience.

An expansion of the technology acceptance model applied to the halal tourism sector

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Izra Berakon ◽  
Muhammad Ghafur Wibowo ◽  
Achmad Nurdany ◽  
Hendy Mustiko Aji
Keyword(s):  
Technology Acceptance ◽  
Technology Acceptance Model ◽  
Ease Of Use ◽  
Partial Least Square ◽  
Perceived Usefulness ◽  
Young Generation ◽  
Perceived Ease Of Use ◽  
Content Type ◽  
Acceptance Model ◽  
The Relationship

Purpose The increasing number of tourists in the Muslim world every year has encouraged digital business developers and the Sharia banking industry to integrate halal product and service apps with the Sharia mobile banking system. The fourth wave of the industrial revolution has changed the consumer paradigm, creating a young generation that uses digital service transaction systems in their daily lives. This paper aims to investigate the factors that determine intention to use halal tourism apps amongst Muslim tourists to provide insights promoting the development of halal tourism in Indonesia. Design/methodology/approach The research was conducted using an online survey approach. The sample comprised 205 Muslim Millennial and Generation Z travellers. The data collected were analysed using partial least square structural equation modelling. There were three analysis stages: evaluation of the measurement model, assessment of the structural model and hypothesis testing. Findings The findings indicated that trust mediated the relationship between perceived ease of use and perceived usefulness on individual intentions and that halal knowledge positively and significantly impacted individual intentions. In contrast, religiosity was not a significant influence on individual intentions. Originality/value The paper expanded the technology acceptance model by incorporating the key constructs of halal knowledge, religiosity and trust into an integrated research framework; this represented a novel step, especially in the context of halal tourism. The finding that trust mediated the relationship between perceived ease of use and perceived usefulness fills a gap in previous research, which has rarely included the trust construct in technology acceptance models.

Conceptualising Consumers' Purchase Intention towards Online Group Buying

2015 ◽  
Vol 3 (1) ◽  
pp. 47-55
Author(s):  
Liew Yean Sien ◽  
Mohammad Falahat
Keyword(s):  
Perceived Risk ◽  
Purchase Intention ◽  
Word Of Mouth ◽  
Emerging Market ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Electronic Word Of Mouth ◽  
Perceived Ease Of Use ◽  
Group Buying ◽  
Online Group

Objective - Group-buying is a business model based on the power of collective buying. Consumers with similar product interest come together and obtain a significant volume discount from retailers. Online Group Buying (OGB) is growing rapidly and it has become popular and successful in many countries. However, this area still lacks of research and it is in the early stages of development especially in developing and emerging market. This paper aims to conceptual consumers' purchase intention in online group buying. Methodology/Technique - Through intensive literature review on consumers' purchase intention and online group buying, a set of factors proposed as leading influencers. Findings - Findings of this paper reveal that perceived usefulness, perceived ease of use, price, electronic word of mouth, trust and perceived risk are the main determinants of online group buying. Novelty - This paper propose a framework for conceptualising factors that influence consumer's purchase intention in online group buying. Type of Paper - Conceptual Keywords: Electronic Word of Mouth; Online Group-Buying; Perceived Usefulness; Perceived Ease-of-Use; Price; Trust; Perceived Risk.

Enterprise education: the effect of creativity on training outcomes

2011 ◽  
Vol 17 (3) ◽  
pp. 224-244 ◽  
Author(s):  
Fernando Lourenço ◽  
Dilani Jayawarna
Keyword(s):  
Theory Of Planned Behaviour ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Nascent Entrepreneurs ◽  
Perceived Ease Of Use ◽  
Planned Behaviour ◽  
Content Type ◽  
Training Outcomes ◽  
Enterprise Education ◽  
The Relationship

PurposeThis study seeks to draw on the theory of planned behaviour (TPB) to explore the effects of a creativity‐enhancing training programme on the learning intentions of nascent entrepreneurs. The key focus is to evaluate the impact of the nascent entrepreneurs' perceived level of creativity on training outcomes, measured in terms of perceived ease of use, perceived usefulness and intention to exploit learning. Implications for theory and enterprise education policy are discussed.Design/methodology/approachThe paper draws on data from a cross sectional survey of two groups of trainees: final‐year business‐enterprise degree‐students, and participants from a leading UK enterprise programme, New Entrepreneur Scholarship (NES). The data from a total sample of 384 were analysed using structural equation modelling (SEM). Data were subjected to essential validity and reliability tests prior to using in the SEM analysis.FindingsThe results supported the hypothesis that participants who perceive themselves as having higher perceptions of creativity will have higher tendencies to learn. There is also support for a full mediation role of new learning in explaining the relationship between creativity and intention to exploit learning. Creative individuals also rate other training outcomes as positive; both perceived usefulness and perceived ease‐of‐use received statistical support. Perceived usefulness acts as a strong mediator to the relationship between learning from creativity training and nascent entrepreneurs' intention to exploit their learning. On the whole, results largely agree with the TPB as applied to entrepreneurship and suggest trainees' perception of creativity as a driver for enhancing learning habits among nascent entrepreneurs.Practical implicationsThe research has highlighted several issues that influence the learning behaviour of nascent entrepreneurs and so helps to inform entrepreneurship theory and enterprise policy related to enterprise and entrepreneurship education. As this is one of the first attempts to situate enterprise education within the theory of planned behaviour, this study will particularly be useful to frame questions for future research.Originality/valueThe study is useful as it proposes a new dimension to an already popular debate around learning and entrepreneurial potential. This paper emphasises that the development of enterprising skills should be spread and integrated into different aspects within an entrepreneurship programme, as opposed to small‐blocks of consecutive sessions, to avoid negative effects caused by the perception of creativity.

Understanding usage of Internet of Things (IOT) systems in China

2017 ◽  
Vol 30 (1) ◽  
pp. 117-138 ◽  
Author(s):  
Xuebing Dong ◽  
Yaping Chang ◽  
Yawei Wang ◽  
Jun Yan
Keyword(s):  
Psychological Factors ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Future Research ◽  
Perceived Ease Of Use ◽  
Privacy Risk ◽  
Chinese Consumers ◽  
Content Type ◽  
And Behavior ◽  
The Relationship

Purpose The purpose of this paper is to answer “Why do Chinese consumers use IOT systems?” and “Do consumers’ cognitive and affect experiences moderate the relationship between psychological perception factors and perceived usefulness?” Design/methodology/approach In-depth interview with consumers and experts had been conducted and then the perceived psychological factors that influence perceived usefulness had been summarized. Based on a survey test of 337 smart home users, this study applies partial least squares technique analysis to test the research model. Findings The research results show that perceived psychological factors (perceived ease of use, perceived intelligence, perceived convenience and perceived privacy risk) have significant effect on the intention and behavior of IOT systems usage through perceived usefulness. Cognitive experience moderates the relationship between perceived ease of use and perceived usefulness, perceived privacy risk and perceived usefulness; affect experience moderates the relationship between perceived ease of use and perceived usefulness. Research limitations/implications The current study mainly tested the antecedents of consumers’ usage of IOT systems, and the outcome of using the system was not investigated. Future research can examine the outcome (e.g. satisfaction, perceived value) by using the expectation-confirmation theory. Originality/value This study provides a useful insight into the key driving factors in consumers’ intention and behavior of using IOT systems. The previous studies over IOT systems have not observed consumers’ perception of IOT systems, but in fact IOT systems are being applied to more and more personal users.

A model of adoption of AR-based self-service technologies: a two country comparison

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Maria Jose Castillo S. ◽  
Enrique Bigne
Keyword(s):  
Augmented Reality ◽  
Technology Acceptance ◽  
Self Efficacy ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Technology Readiness ◽  
Perceived Ease Of Use ◽  
Content Type ◽  
Personal Interaction ◽  
Self Service

PurposeThis paper proposes a model that extends the technology acceptance model (TAM) by identifying factors that influence consumers' acceptance of augmented reality (AR) self-service technologies (AR-based SSTs) in the retail sector, resulting in the Augmented Reality in Retail Model (ARiR Model).Design/methodology/approachThis study is based on an online questionnaire responded to by 284 makeup-using women from Nicaragua and the USA. It is based on an AR mobile app used to shop in retail stores. Partial least squares-structural equation modelling was used to validate the ARiR model and test the hypotheses.FindingsAesthetics and navigation are significant predictors of perceived usefulness and perceived ease of use (PEOU), and self-efficacy also explains perceived ease of use. Technology readiness and the need for personal interaction were not found to be influencing factors. A cross-cultural comparison indicated that both countries have similar overall attitudes towards AR-based SSTs.Research limitations/implicationsThis paper provides insights into the perceived value of, and motives for customer acceptance of, AR-based SSTs, which can serve as guidelines for their future implementation. Furthermore, it validates and confirms the application of the proposed ARiR model for technology acceptance in both developed and developing countries.Practical implicationsThe paper provides new insights for retailers on the implementation of AR at the point of sale.Originality/valueThe model extends the original TAM to AR and introduces five new constructs: need for personal interaction, aesthetics, navigation, self-efficacy and technology readiness. It was tested in both a developing and a developed country.

Employee acceptance of online platforms for knowledge sharing: exploring differences in usage behaviour

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Tuyet-Mai Nguyen ◽  
Ashish Malik
Keyword(s):  
Gender Differences ◽  
Knowledge Sharing ◽  
Technology Acceptance ◽  
Emerging Market ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Perceived Ease Of Use ◽  
Content Type ◽  
Online Platform ◽  
Online Platforms

Purpose This paper aims to examine the technology acceptance model’s applicability in understanding employees’ acceptance of online platforms for knowledge sharing in organisations. Specifically, this research explores gender differences in using online platforms for sharing knowledge at the workplace in an emerging market context and the role of individuals’ motivation in online platform usage in organisations. Design/methodology/approach A web-based survey was conducted in Vietnam with 290 responses from employees in the banking and insurance industries. Findings Both intrinsic and extrinsic motivations influenced the perceived ease of use, perceived usefulness and online platform usage for knowledge sharing. The results also confirm a significant influence of perceived ease of use directly on knowledge sharing behaviour using online platforms and indirectly via perceived usefulness. Regarding gender differences, perceived ease of use was more salient in women, while men considered perceived usefulness to a greater extent. Research limitations/implications This study provides a complete picture of gender, motivation and technology used for knowledge sharing in organisational settings. Originality/value This research has provided additional insight into the importance of gender and motivation in technology acceptance. By doing this, this study helps organisations capture the potential of valuable human resources for their competitiveness.

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