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Determinants of the continued use of self-service technology: The case of Internet banking [An article from: Technovation]
Book Details
Author(s)K. Eriksson, D. Nilsson
PublisherElsevier
ISBN / ASINB000PDU4BW
ISBN-13978B000PDU4B8
AvailabilityAvailable for download now
Sales Rank12,977,816
MarketplaceUnited States 🇺🇸
Description
This digital document is a journal article from Technovation, published by Elsevier in 2007. The article is delivered in HTML format and is available in your Amazon.com Media Library immediately after purchase. You can view it with any web browser.
Description:
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.
Description:
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.
