Version 1
: Received: 29 April 2024 / Approved: 30 April 2024 / Online: 1 May 2024 (10:00:05 CEST)
How to cite:
Chu, P. K. K.; Lam, W. W. T. Role of Customers’ Technology Readiness and Service Quality of Banking Machine in the Adoption of Self-Service Banking Service. Preprints2024, 2024050027. https://doi.org/10.20944/preprints202405.0027.v1
Chu, P. K. K.; Lam, W. W. T. Role of Customers’ Technology Readiness and Service Quality of Banking Machine in the Adoption of Self-Service Banking Service. Preprints 2024, 2024050027. https://doi.org/10.20944/preprints202405.0027.v1
Chu, P. K. K.; Lam, W. W. T. Role of Customers’ Technology Readiness and Service Quality of Banking Machine in the Adoption of Self-Service Banking Service. Preprints2024, 2024050027. https://doi.org/10.20944/preprints202405.0027.v1
APA Style
Chu, P. K. K., & Lam, W. W. T. (2024). Role of Customers’ Technology Readiness and Service Quality of Banking Machine in the Adoption of Self-Service Banking Service. Preprints. https://doi.org/10.20944/preprints202405.0027.v1
Chicago/Turabian Style
Chu, P. K. K. and Winnie Wai Teng Lam. 2024 "Role of Customers’ Technology Readiness and Service Quality of Banking Machine in the Adoption of Self-Service Banking Service" Preprints. https://doi.org/10.20944/preprints202405.0027.v1
Abstract
This study investigates how customers’ technological readiness affects service quality and the adoption of self-service banking by developing an empirical model. The model was proposed to explore the relationships between technology readiness, self-service quality, and customer satisfaction. The hypotheses and stability of the model were tested using structural equation modeling. The findings revealed that technology readiness, including the optimism, innovation, and insecurity dimensions, had a significant positive impact on self-service quality. In addition, service quality fully mediated the relationship between technological readiness and customer satisfaction. These results suggest that when customers are ready to embrace and use new technology, their evaluation of service quality is high. Thus, bank managers should drive customer perceptions of the quality of self-service banking by improving their technological readiness through various measures. Furthermore, based on the mediating effect of self-service quality, banks must be aware that improving service quality can enhance customer satisfaction and maintain a competitive advantage.
Copyright:
This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
