Senior consumers' acceptance and adoption of self-service banking technologies: an Australian study

Rose, Janelle and Fogarty, Gerard J. (2005) Senior consumers' acceptance and adoption of self-service banking technologies: an Australian study. In: SERVIG Research Conference 2005, 02-04 Jun 2005, Singapore.


Download (71Kb)


[Abstract]: The financial banking sector has rapidly embraced new self-service technologies so as to limit the traditional interpersonal service model to one where consumers interact directly with various forms of self-service banking technologies (SSBTs) including EFTPOS, ATMs, telephone banking and Internet banking. For senior consumers (over 50 years of age) research findings indicate that they are the least likely to adopt SSBTs (Australian Bureau of Statistics 2001-2002, McPhail & Fogarty 2004) even though the services appear to offer many benefits.
The purpose of the present study was to test an extended version of the technology acceptance model (TAM: Davis, 1989; Dabholkar & Bagozzi 2002; Curran, 2003; Wang, 2003)) to determine factors that influence the acceptance and adoption of SSBTs by senior consumers. In its current form, TAM concentrates on two immediate precursors to the formation of attitudes towards SSBTs, namely specific beliefs concerning the perceived usefulness and perceived ease of use of SSBTs. Background research on the attitudes of senior consumers to technology led the authors to include a wider set of predictors in an extended TAM (e-TAM). Specifically, the model was extended by including self-efficacy, perceived risk, technology discomfort, and personal service contact as antecedents of the TAM constructs.

Statistics for USQ ePrint 812
Statistics for this ePrint Item
Item Type: Conference or Workshop Item (Commonwealth Reporting Category E) (Paper)
Refereed: Yes
Item Status: Live Archive
Additional Information: Conference publication consists of only the abstracts of papers presented at the conference. Abstract only posted here.
Faculty / Department / School: Historic - Faculty of Sciences - Department of Psychology
Date Deposited: 11 Oct 2007 00:29
Last Modified: 09 Oct 2013 23:29
Uncontrolled Keywords: mature consumers; attitudes; self-service banking technologies; self-service technologies; segmentation; diffusion; discontinuance; consumer resistance; consumer bahaviour
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 > 150299 Banking, Finance and Investment not elsewhere classified
17 Psychology and Cognitive Sciences > 1701 Psychology > 170102 Developmental Psychology and Ageing

Actions (login required)

View Item Archive Repository Staff Only