"Effects of Perceived Risk and Consumer Characteristics on the Continuous Use Intention of Technology-based Self Service"

2019 ◽  
Vol 30 (1) ◽  
pp. 69-92
Author(s):  
Jin-Myong Lee ◽  
Minyong Sim ◽  
Myeongsu Kang ◽  
Hyogyeong Kang ◽  
Jina Jang ◽  
...  
Keyword(s):  
Perceived Risk ◽  
Self Service ◽  
Continuous Use

scholarly journals Understanding the Attitudes and Purpose for the Usage of Self-service Technologies (SSTs) at the Airports

2019 ◽  
Vol 8 (3) ◽  
pp. 7034-7039
Keyword(s):  
Perceived Risk ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Web Based ◽  
Endogenous Variables ◽  
Managerial Implications ◽  
Self Service ◽  
Self Service Technology

This study tried to understand the intention of technology adoption for web-based self-service technology (SST) pertaining to the airline sector in India. A survey-based approach was employed to acquire 458 responses. These responses were obtained from passengers who were using the airline’s service. The passengers were from three international airports that are located in Chennai, Hyderabad, and Bangalore. The partial least square structural equation modeling technique was employed to investigate the hypothesis. To recognize the influences on web-based SST(endogenous variables), along with the concept of adoption purpose as per the air passengers’ perceptions, the initial qualitative study joined the resultant literature examination in correspondence with the interview with focus groups. The following are the exogenous factors applied in the study; apparent usefulness: apparent ease of usage, trustworthiness, perceived risk, supposed behavioral regulator, subjective standard, word-of-mouth reports, apparent playfulness, and approach and adaptation purpose. Results specify factors that suggestively affect the intention to employ SSTs. Theoretical as well as managerial implications are deliberated on.

Adoption of mobile self-service retail banking technologies

2019 ◽  
Vol 47 (9) ◽  
pp. 894-914 ◽  
Author(s):  
Apostolos Giovanis ◽  
Costas Assimakopoulos ◽  
Christos Sarmaniotis
Keyword(s):  
Social Influence ◽  
Perceived Risk ◽  
Retail Banking ◽  
Personal Factors ◽  
Related Factors ◽  
Service Experience ◽  
Content Type ◽  
Significant Difference ◽  
Self Service ◽  
The Impact

Purpose The purpose of this paper is to identify the factors influencing the adoption of mobile self-service retail banking technologies, and the degree of influence of each factors leading their usage. Having mobile banking (MB) as the reference service and drawing on previous studies in the field, an extended Unified Theory of Acceptance and Use of Technology (UTAUT) model is proposed and empirically validated to investigate the impact of technology, social, channel and personal factors on potential customers’ usage intentions. Design/methodology/approach On evidence drawn, through a dedicated research instrument, from 513 non-users in Greece, the effects of the extended UTAUT’s drivers on MB adoption intentions are assessed using partial least squares path methodology. Findings The results indicated that technology-related factors, expressing innovation expected performance, and social influence are the leading determinants of MB adoption intentions, followed by the two channel-related factors, expressing perceived risk and trust toward MB usage, and potential users’ inherent innovativeness. Furthermore, the consideration of service experience as a moderating variable has shown that there is a significant difference in the effects of social influence and perceived trust on adoption intention between potential users with high and limited service experience. Research limitations/implications The sample is country specific and this may affect generalizability of findings. Also, the cross-sectional design adopted does not reflect the temporal changes. Practical implications From a practical point of view, the findings suggest that banks should consider, except of the technology-related factors of MB, the way that potential users perceive the channel-related factors as well as the individual differences in order to improve the MB acceptance level. Originality/value Although there are a few studies that use UTAUT to predict MB adoption, the proposed model is the first that combines four groups of MB adoption driving factors into a causal model in order to explain MB adoption intentions in a country which is facing severe financial crisis for the last eight years, Greece.

Trust and Public Services in E-Government Based on Customer Orientation

E-Marketing ◽  
2012 ◽  
pp. 702-716
Author(s):  
Li-chun Chiang
Keyword(s):  
Risk Perception ◽  
Technology Acceptance ◽  
Perceived Risk ◽  
Structural Equation ◽  
Public Services ◽  
Civil Servants ◽  
Perceived Usefulness ◽  
Intention To Adopt ◽  
Self Service ◽  
Facilitating Conditions

This chapter aims to identify the role of risk perception and trust in civil servants’ intention to deliver e-services in e-government. The research method is based on theories on perceived behaviors and technology acceptance. The research uses questionnaires to examine civil servants’ intention to adopt digitalized services in e-government and seeks to measure perceived usefulness of e-services, subjective norm, self-efficacy, technology facilitating conditions, trust towards Information Systems, and perceived risk from the perspective of service marketing (e.g., SSTs, self-service technologies). Structural equation modeling is used to further analyze the data and to design a theoretical model predicting the individual’s intention to trust e-services in e-government. The research results indicate that perceived usefulness cannot directly influence behavioral intention without an attitude of acceptance towards digitalized administration. Further, civil servants do not have high risk perception in using online public services.

Trust and Public Services in E-Government Based on Customer Orientation

2012 ◽  
pp. 107-121
Author(s):  
Li-chun Chiang
Keyword(s):  
Risk Perception ◽  
Technology Acceptance ◽  
Perceived Risk ◽  
Structural Equation ◽  
Public Services ◽  
Civil Servants ◽  
Perceived Usefulness ◽  
Intention To Adopt ◽  
Self Service ◽  
Facilitating Conditions

This chapter aims to identify the role of risk perception and trust in civil servants’ intention to deliver e-services in e-government. The research method is based on theories on perceived behaviors and technology acceptance. The research uses questionnaires to examine civil servants’ intention to adopt digitalized services in e-government and seeks to measure perceived usefulness of e-services, subjective norm, self-efficacy, technology facilitating conditions, trust towards Information Systems, and perceived risk from the perspective of service marketing (e.g., SSTs, self-service technologies). Structural equation modeling is used to further analyze the data and to design a theoretical model predicting the individual’s intention to trust e-services in e-government. The research results indicate that perceived usefulness cannot directly influence behavioral intention without an attitude of acceptance towards digitalized administration. Further, civil servants do not have high risk perception in using online public services.

An Investigation of Consumers' Acceptance of Mobile Banking in Bangladesh

2015 ◽  
Vol 6 (3) ◽  
pp. 16-32 ◽  
Author(s):  
Mohammad Majedul Islam ◽  
Md. Enayet Hossain
Keyword(s):  
Customer Service ◽  
Perceived Risk ◽  
Mobile Network ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Self Control ◽  
Intention To Use ◽  
Mobile Banking ◽  
Behavioural Characteristics ◽  
Self Service

This study attempts to explore the effects of different key factors influencing the consumer acceptance of mobile banking, particularly those that affect the consumer's attitudes towards, and intention to use, this self-service banking technology in Bangladesh. The demographic, attitudinal, and behavioural characteristics of mobile bank users were examined. Consumer survey on 292 mobile bank users of different mobile network operators was undertaken where respondents completed questionnaire about their perceptions of mobile banking's ease of use, Infrastructural facility, self-control, social influence, perceived risk, perceived usefulness, and customer service with their lifestyle, and need for interaction with personnel. Correlation and One Sample t-test were used to determine whether these factors influence consumers' attitude and intention to use mobile banking. By addressing the concerns of and benefits sought by the consumers, marketers can create positive attractions and policy makers can set regulations for the expansion of mobile banking services in Bangladesh. This study offers an insight into mobile banking in Bangladesh focusing influencing factors, which has not previously been investigated.

Sign in / Sign up

Export Citation Format

Share Document