Improving usage of self-service banking technologies among mature consumers

Abstract

Self-service banking technologies have been slow to diffusion into the mature consumer market. The purpose of this paper was to detelmine the main variables that discriminated between non-users and low users of SSBTs. Results from a national survey of Australian mature consumers identified seven variables that differentiated between the two groups, self-efficacy,perceived usefulness, compatibility, perceived ease of use, technology discomfort, personal contact and age. These findings suggest that by improving mature consumers' confidence in their ability to use SSBTs through training and communicating the main benefits of each SSBT, an increase in the rate of diffusion of these technologies could be achieved among non-users.