An Analysis of Factors Influencing the Intention to Use “Untact” Services by Service Type (original) (raw)

Toward a measure of service convenience: multiple-item scale development and empirical test

Purpose -The purpose of this paper is to report on the development and nomological testing of a 17-item scale measuring the five dimensions of service convenience (decision, access, transaction, benefit, and post-benefit) as proposed by Berry, Seiders, and Grewal. Design/methodology/approach -A cross-sectional survey methodology was used to collect the data. Findings -Reliability and validity assessments provided evidence of the scale's psychometric validity. Service convenience was found to be a significant predictor of overall satisfaction in the context of personal cellular telephone and internet usage.

Choosing Among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies

Journal of Marketing, 2005

Electronic commerce is an increasingly popular business model with a wide range of tools available to firms. An application that is becoming more common is the use of self-service technologies (SSTs), such as telephone banking, automated hotel checkout, and online investment trading, whereby customers produce services for themselves without assistance from firm employees. Widespread introduction of SSTs is apparent across industries, yet relatively little is known about why customers decide to try SSTs and why some SSTs are more widely accepted than others. In this research, the authors explore key factors that influence the initial SST trial decision, specifically focusing on actual behavior in situations in which the consumer has a choice among delivery modes. The authors show that the consumer readiness variables of role clarity, motivation, and ability are key mediators between established adoption constructs (innovation characteristics and individual differences) and the likelihood of trial.

“Untact”: a new customer service strategy in the digital age

Service Business

The Industry 4.0 era has brought a shift in consumers' purchasing behaviors from traditional retailing to online and/or mobile channels, triggered by advanced digital technologies and an easy access to the global market. Smart digital devices and advanced technologies have enabled "untact" service, facilitating customer encounters without a face-to-face contact with employees. This study presents the concept of untact service based on a review of the literature on technology-enabled customer encounters with service providers and analysis of several real-world cases. The results indicate that untact services are becoming widespread in various areas of daily life, such as ordering food at franchise restaurants via digital devices, handling financial transactions without visiting a bank branch through e-banking apps, and using online or mobile order systems for a multitude of products/services. This study elaborates implications of untact service in terms of new opportunities and challenges involved when it is implemented as a new customer service strategy.

Determinants of the continued use of self-service technology: The case of Internet banking

Technovation, 2007

This study focuses on buyers' continued use of self-service technology (SST). This area is often neglected because most studies focus on buyers' adoption or acceptance of SST. In comparison to new buyer acquisition, continued use is a cost-effective market strategy aimed at retaining buyers. Based on a sample of 1831 Estonian Internet banking customers, we find that continued use of SST is positively affected by buyers' perceived usefulness. We also find that continued use of SST is negatively affected by multichannel satisfaction. As our results show, two important issues are facing developers of SSTs and sellers using SSTs: First, continued use of SST is achieved when the buyer finds the SST useful. Second, SSTs need to be considered in the context of all channels in the buyer-seller interface because the buyer does not separate the service offering of an SST from other channels. The benefits associated with using SSTs will increase if these strategic issues are taken into account.

Antecedent behaviour and its implication on the intention to reuse the internet banking and mobile services

International Journal of Data and Network Science

The Covid-19 pandemic has forced people to maintain physical distance during everyday contact, known in popular terms as physical distancing, which triggers the banking industry to accelerate its digital transformation to maximize service to customers. It aims to make business processes to work more efficiently and to drive force that will create various business opportunities. This study aims to explain the main factors that contribute and influence the adoption of internet and mobile banking services, which are antecedents of customer attitudes towards the intention to use these services. This study uses primary data and the unit of analysis is 200 respondents of Bank Bukopin customers who are users of its internet and mobile banking services with a replication of the technology acceptance model (TAM) in the context of internet service adoption and mobile banking. This study uses non-probability sampling with purposive sampling technique, and to analyze the research model, the Par...

Perceived Barriers and Benefits of Web Based Services

2014 International Conference on Computational Science and Computational Intelligence, 2014

Rapid developments in information communication and technology have set the pace for an electronic revolution leading to emergence of electronic services. Although, the pace with which electronic services are made available and accepted is lower than planned or expected. Therefore, it has been indicated that certain barriers exist which hinder the adoption of e-services. This paper aims to understand the advantages of e-services that reason individuals would choose e-service over more traditional methods and also the barriers to e-services from user perspective. Furthermore, SWOT analysis is applied to classify the findings from the literature review.

Consequences of Forcing Consumers to Use Technology-Based Self-Service

Journal of Service Research, 2008

Today, traditional full service is increasingly replaced with technology-based self-service (TBSS), sometimes with no other option for service delivery. This study develops a conceptual model to investigate the impact of forcing consumers to use TBSS. The model is tested using an experimental design within railway (ticketing and travel information) contexts. The results show that forced use leads to negative attitudes toward using the TBSS as well as toward the service provider, and it indirectly leads to adverse effects on behavioral intentions. The findings also show that offering interaction with an employee as a fall-back option offsets the negative consequences of forced use, and that previous experience with TBSS (in general) leads to more positive attitudes toward the offered self-service, which can offset the negative effects of forced use to some extent.

The Drivers for Acceptance of Non-Credit Card Installment Services

2020

Abstract. The boom of Peer-to-Peer Lending (P2PL) Fintech in Indonesia has attracted the attention of researchers towards one of its features, which is non-credit card installment services. The main purpose was to find out the drivers which affect the behavioral intention of the users of those services. This research adapted a model that designed by Venkatesh, which is Unified Theory of Acceptance and Use of Technology 2. UTAUT 2 has seven key constructs that influence behavioral intention to use a technology and actual usage of the technology. Moreover, previous studies of technology acceptance emphasized the importance of perceived security in the acceptance of technology context, so this study expanded the model with one more external factor. Furthermore, the market segmentation for each of non-credit card instalment services are still unclear. Hence, this research is conducted to know the segments for each of non-credit card instalment services, so that there will be no overlap ...