Predicting senior consumers' acceptance and use of self-service banking technologies: test of the extended Technology Acceptance Model

McPhail, Janelle, and Fogarty, Gerard (2004) Predicting senior consumers' acceptance and use of self-service banking technologies: test of the extended Technology Acceptance Model. In: Proceedings of the 6th Australasian Services Research Workshop, pp. 199-206. From: 6th Australasian Services Research Workshop, 16 - 18 February, 2004, Dunedin, New Zealand.

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Abstract

Self-service technologies (SSTs) playa major role in enabling consumers to perform service delivery themselves. The purpose of this study was to explore senior consumers' acceptance and use of self-service banking technologies using an extended Technology Acceptance Model (TAM). A survey methodology was employed to gather data from 208 seniors on variables captured by the extended TAM. Path analysis indicated that self-efficacy was strongly associated with perceived ease of use and perceived usefulness and also a direct determinant of intention, while subjective norms had a mild influence on perceived usefulness and attitude towards using self-service banking technologies. These findings have theoretical implications for models of technology acceptance and practical interventions designed at increasing use of SSTs.

Item ID: 8802
Item Type: Conference Item (Refereed Research Paper - E1)
Keywords: Technology Acceptance Model; self-service technologies; senior consumers; self-efficiency
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ISBN: 1-877156-26-6
Date Deposited: 04 Mar 2010 01:57
FoR Codes: 15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1505 Marketing > 150503 Marketing Management (incl Strategy and Customer Relations) @ 100%
SEO Codes: 91 ECONOMIC FRAMEWORK > 9104 Management and Productivity > 910403 Marketing @ 100%
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