A Quantitative Study of Factors Affecting Value of Adopting Self-Service Banking Technology (SSBT) Among Customers in Developing and Developed Countries

Abstract

Self-service banking technology (SSBT) allow customers to perform services on their own without direct assistance from staff. This study focuses on factors affecting the value of adopting self-Service banking technology (SSBT) among customers. It is believed that the successful usage of self-service banking technology will be increasingly advantageous for all (banks & customers). This chapter's purpose is an extension to the technology acceptance model (TAM) and views customer responses to technology as an integrated part of SSBT. The sample used for this study was selected from users of banks in both Libya and Australia, with a total size of 141 respondents. Reliability and validity of the data collection instrument was tested using Cronbach Alpha. Descriptive and regression tests for data analysis were used. The domains in which subjects were tested were “ease of use of SSBT”, “Usefulness of SSBT”, “Quality of SSBT”, “privacy of information” and “Trust of SSBT”.