Users' Attitudes towards Self-Service Technologies (SSTs): The Role of Demographic Factors

Vladimir Zhechev and Gabriela Popova

Central European Business Review, 2025, vol. 2025, issue 4, 1-24

Abstract: In the contemporary business environment, many companies in Central and Eastern Europe (CEE) have adopted self-service technologies (SSTs), moving away from traditional face-to-face interactions. Although numerous studies have examined the factors that shape users' attitudes towards SSTs, the extant literature has primarily focused on the impact of specific individual and technological factors. In addition, a predominant emphasis is placed on SSTs for hotels, restaurants and retail stores. To bridge these gaps, the present research explores the effect of demographic factors on Bulgarian users' attitudes towards SSTs at filling stations. The methodology employed consists of a review of the existing literature on SST-related attitudes and a quantitative analysis, for which data were collected via a web-based self-administered questionnaire. Results reveal that younger individuals attribute higher convenience to SSTs than persons of older age. Unexpectedly, advanced age is associated with lower SST anxiety and heightened SST readiness. Additionally, females demonstrate greater SST apprehension and reduced SST readiness compared to males. Notably, education plays a role as well, suggesting that individuals with a Bachelor's degree exhibit escalated SST anxiety and diminished SST readiness in comparison to those with secondary education. The originality of this paper lies in the fact that it attempts to add substantial new knowledge to understanding the interplay between demographic variables and selected individual and technological factors. By virtue of this, the present study highlights another important dimension in the process of designing and implementing SSTs - shaping user experiences that cater to demographic differences so that user acceptance can be reinforced. Implications for Central European audience: From a social perspective, this study offers valuable insights for the development of user-centric self-service solutions. By gaining comprehension of users' attitudes towards SSTs, technology providers can tailor their offerings to meet diverse user preferences, thus allowing the enhancement of user experiences and promotion of wider SST acceptance. In an economic context, the research allows filling stations to make informed decisions regarding the integration of such solutions, potentially leading to operational cost reduction and improved service efficiency. This could translate into lower consumer prices/higher profits.

Keywords: attitudes; self-service solutions; self-service technologies (search for similar items in EconPapers)
JEL-codes: M15 M3 M39 (search for similar items in EconPapers)
Date: 2025
References: Add references at CitEc
Citations:

Downloads: (external link)
http://cebr.vse.cz/doi/10.18267/j.cebr.392.html (text/html)
http://cebr.vse.cz/doi/10.18267/j.cebr.392.pdf (application/pdf)
free of charge

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:prg:jnlcbr:v:2025:y:2025:i:4:id:392:p:1-24

Ordering information: This journal article can be ordered from
Faculty of Business Administration, University of Economics, Prague
http://cebr.vse.cz

DOI: 10.18267/j.cebr.392

Access Statistics for this article

Central European Business Review is currently edited by Jindřich Špička

More articles in Central European Business Review from Prague University of Economics and Business Contact information at EDIRC.
Bibliographic data for series maintained by Stanislav Vojir ().