{"title":"Customer adoption of self-service technologies in Jordan: Factors influencing the use of Internet banking, mobile banking, and telebanking","authors":"Hisham Hassan, Panteha Farmanesh","doi":"10.5267/j.msl.2022.1.002","DOIUrl":null,"url":null,"abstract":"Self-service technologies (SSTs) are systems that enable customers to independently access banking services at a time and place of their choosing. Such technologies have been widely incorporated into banking logistical systems to increase the geographical coverage, reduce labor costs and provide customers with a better service, thereby enhancing their satisfaction and loyalty. The fundamental aim of this research is to propose and examine a conceptual model that best explains the key factors influencing Jordanian customers' intentions and usage of SST banking channels: Internet banking, Mobile banking, and Telebanking. The conceptual model proposed was based on the Unified Theory of Acceptance and Use of Technology (UTAUT2). This was extended by adding perceived risk as an external factor. A quantitative approach was selected and data gathered from 348 bank customers was analyzed through Structural equation modelling (SEM) was conducted using AMOS 21. The results show that behavioral intention is significantly influenced by performance expectancy, hedonic motivation, price value and perceived risk; however, social influences do not have a significant influence on behavioral intention. This study makes an important contribution by applying UTAUT2 to examine new technology (SSTs) in a new context (Jordan).","PeriodicalId":30205,"journal":{"name":"Management Science Letters","volume":null,"pages":null},"PeriodicalIF":0.0000,"publicationDate":"2022-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"5","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Management Science Letters","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.5267/j.msl.2022.1.002","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
引用次数: 5
Abstract
Self-service technologies (SSTs) are systems that enable customers to independently access banking services at a time and place of their choosing. Such technologies have been widely incorporated into banking logistical systems to increase the geographical coverage, reduce labor costs and provide customers with a better service, thereby enhancing their satisfaction and loyalty. The fundamental aim of this research is to propose and examine a conceptual model that best explains the key factors influencing Jordanian customers' intentions and usage of SST banking channels: Internet banking, Mobile banking, and Telebanking. The conceptual model proposed was based on the Unified Theory of Acceptance and Use of Technology (UTAUT2). This was extended by adding perceived risk as an external factor. A quantitative approach was selected and data gathered from 348 bank customers was analyzed through Structural equation modelling (SEM) was conducted using AMOS 21. The results show that behavioral intention is significantly influenced by performance expectancy, hedonic motivation, price value and perceived risk; however, social influences do not have a significant influence on behavioral intention. This study makes an important contribution by applying UTAUT2 to examine new technology (SSTs) in a new context (Jordan).
期刊介绍：
Management Science Letters is a peer reviewed, monthly publication dedicated to create a forum for scientists in all over the world who wish to share their experiences and knowledge in the field of management skills in the form of original, high quality and value added articles. The journal''s policy is to perform a peer review on all submitted articles and the papers will be appeared in a form of online on our website as soon as the review result becomes positive. The journal covers both empirical and theoretical aspects of management and gives the chance on sharing knowledge among practitioners. Management Science Letters is dedicated for publishing in the following areas: • Quality Management • Production Management (Scheduling, Production management, etc.) • Total Quality Management (TQM) • Six Sigma • Production Efficiency • Just in Time Inventory • Data Envelopment Analysis • Balanced Score Card • Activity Based Cost (ABC) • Technology Acceptance Model • Marketing planning and Customer Relationship Management • Critical Success Factors • e-learning • Customer satisfaction, Job satisfaction, Job turnover, • Organizational commitment, Employee Commitment • Knowledge Management • Knowledge sharing • Human Resources Management (Employee training, Employee Performance, Work achievements,) • Small and medium-sized enterprises (SMEs) issues and Economic development • Innovation, Creativity, Productivity and Performance • Multi-Criteria Decision Making Applications in Management Science (AHP, BWM, TOPSIS, …) • Education Management, Social development, Public Policy • Tourism Industry, Tourism promotion, Tourism directorates • Business performance and financial performance
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