Predicting senior consumers' acceptance and use of self-service banking technologies: test of the extended Technology Acceptance Model

Abstract

Self-service technologies (SSTs) playa major role in enabling consumers to perform service delivery themselves. The purpose of this study was to explore senior consumers' acceptance and use of self-service banking technologies using an extended Technology Acceptance Model (TAM). A survey methodology was employed to gather data from 208 seniors on variables captured by the extended TAM. Path analysis indicated that self-efficacy was strongly associated with perceived ease of use and perceived usefulness and also a direct determinant of intention, while subjective norms had a mild influence on perceived usefulness and attitude towards using self-service banking technologies. These findings have theoretical implications for models of technology acceptance and practical interventions designed at increasing use of SSTs.