Mature Australian consumers' adoption and consumption of self-service banking technologies

McPhail, Janelle and Fogarty, Gerard (2004) Mature Australian consumers' adoption and consumption of self-service banking technologies. Journal of Financial Services Marketing, 8 (4). pp. 302-313. ISSN 1363-0539

PDF (Author Version)

Download (125Kb)


The slow diffusion of self-service banking technologies (SSBTs) into the mature consumer market necessitates research to better understand this growing section of the population and the diversity that exists within this market. This research analyses the 50+ market through a segmentation approach based on the level of use of SSBTs. Three segments were identified: non-users, low users and medium-to-high users of SSBTs, and are profiled by frequency of use and demographic variables. Members of the medium-to-high user segment embrace a range of SSBTs and use credit card to facilitate their financial activities. Non-users and some low users prefer the customary way of conducting transactions and enjoy the personal interaction with the bank employee. These two segments do, however, have a moderate level of credit card use. Finally, a low level of replacement and disenchantment discontinuance was evident among the participants in this study.

Statistics for USQ ePrint 176
Statistics for this ePrint Item
Item Type: Article (Commonwealth Reporting Category C)
Refereed: Yes
Item Status: Live Archive
Faculty / Department / School: Historic - Faculty of Business - Department of Marketing and Tourism
Date Deposited: 11 Oct 2007 00:16
Last Modified: 02 Jul 2013 22:30
Uncontrolled Keywords: mature consumer; self-service banking technologies; segmentation; diffusion; discontinuance; consumer resistance
Fields of Research : 08 Information and Computing Sciences > 0806 Information Systems > 080602 Computer-Human Interaction
15 Commerce, Management, Tourism and Services > 1502 Banking, Finance and Investment > 150205 Investment and Risk Management
17 Psychology and Cognitive Sciences > 1701 Psychology > 170102 Developmental Psychology and Ageing
Socio-Economic Objective: E Expanding Knowledge > 97 Expanding Knowledge > 970115 Expanding Knowledge in Commerce, Management, Tourism and Services

Actions (login required)

View Item Archive Repository Staff Only