Identifying the Antecedents and Factors Influencing the Adoption of Self-Service Technologies in the Banking Industry - A Literature Review

Abstract

Aim/Purpose: - This paper identifies the antecedents and factors influencing the adoption of self-service technologies in the banking industry. Background: - Rapid technological advancement has changed the banking environment dramatically. These advancements, particularly the Internet, have transformed the way banks operate. Over the last decade, the banking industry has become highly complex and competitive and operates in a highly volatile and unpredictable global economy. With the increasing demand for electronic services, banks are utilizing SSTs to improve their products and services. Contribution: - The study provides insights into the antecedents and factors which influences the adoptions of SSTs for banking transactions. Impact on Society:- This study provides a reference to banks about the antecedents and factors which influences the customers in adoptions of SSTs for banking transactions, provide a clear insight to banks and so that banks can take positive decisions to increase the performance and productivity.