Are you a tech-savvy person? Exploring factors influencing customers using self-service technology

Xinhua Guan, Lishan Xie, Wen-Guo Shen and Tzung-Cheng Huan

Technology in Society, 2021, vol. 65, issue C

Abstract: The main purpose of this research is to study the relationship between servicescape and the intention to use self-service technology (SST) using core service and employee service as the moderators and attitude as mediator. The subjects of this research were customers using self-service facilities at banks in Guangzhou, China. Convenience sampling was utilized to survey customers in the bank service outlets; 485 questionnaires were collected. The results show that servicescape has a significantly positive impact on intention to use SST. Attitude toward using SST plays a mediating role in the relationship between servicescape and intention to use SST, while employee service negatively moderates the impact of servicescape on attitude toward using SST. Also, core service negatively moderates the impact of attitude toward using SST on the intention to use SST. This research extends the literature on SST and provides practical information for service enterprises adopting SST.

Keywords: Self-service technology; Servicescape; Employee service; Core service; Attitude; Intention (search for similar items in EconPapers)
Date: 2021
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (11)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:teinso:v:65:y:2021:i:c:s0160791x21000397

DOI: 10.1016/j.techsoc.2021.101564

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