Consumer Adoption of Self-Service Technologies in the Context of the Jordanian Banking Industry: Examining the Moderating Role of Channel Types

ABSTRACT

This study aimed to test if the impacts of the main predictors of customer intention and adoption of self-service technologies (SSTs) could be moderated by channel type. The required data were collected from a convenience sample of Jordanian banking customers using a survey questionnaire. The results of the X² differences test also indicate that there are significant differences in the influence of the main predictors due to the moderating effect of channel type.

KEYWORDS:

• SST
• Internet banking
• mobile banking
• telebanking
• moderating effect

Additional information

Notes on contributors

Abdullah M. Baabdullah

Dr. Abdullah M. Baabdullah is an Assistant Professor of Information Systems at the Department of Management Information Systems, Faculty of Economics and Administration, King Abdulaziz University, Jeddah, Kingdom of Saudi Arabia. His academic qualifications include a PhD in Information Systems from Swansea University in Wales; MSc in Management Information Systems from University of Surrey and BSc in Management Information Systems from King Abdulaziz University. Dr. Baabdullah’s research interests are in the area of information systems, analysis/development of IS theories/models, IT/IS adoption, diffusion of emerging ICTs, acceptance and use of e-services and m-applications, e-government/m-government, and social media/social networking.

Nripendra P. Rana

Nripendra P. Rana is a Professor in Digital Marketing and Head of International Business, Marketing and Branding in the School of Management at University of Bradford, UK. His current research interests focus primarily on adoption and diffusion of emerging ICTs and digital and social media marketing. He has published more than 160 articles in a range of leading academic journals and conferences. He has co-edited five books on digital and social media marketing, emerging markets and supply and operations management. He has also co-edited special issues, organised tracks, mini-tracks and panels in leading conferences. He is an Associate Editor of International Journal of Information Management.

Ali Abdallah Alalwan

Dr. Ali Abdallah Alalwan is an Assistant Professor at Amman College of Banking and Financial studies at Al-Balqa Applied University, Jordan. He holds a PhD from Swansea University in Wales. He also holds a Bachelor’s degree in Marketing and an MBA/Marketing degree from the University of Jordan. His current research interest is in the area of information systems, technology acceptance, electronic marketing, social media, Internet of things, self-service technologies, Internet banking, and mobile banking. A part of his work has been published in some refereed journals including JFSM, JEIM, IJIM, ISM, and Telematics and Informatics.

Rubina Islam

Rubina Islam is a PhD candidate at Salford Business School, The University of Salford, UK.

Pushp Patil

Pushp Patil is a PhD candidate at Emerging Markets Research Center (EMaRC), School of Management, Swansea University Bay Campus, UK.

Yogesh K. Dwivedi

Yogesh K. Dwivedi is a Professor of Digital Marketing and Innovation, Dean of Academic Leadership (REF Environment), and Director of the Emerging Markets Research Center (EMaRC) in the School of Management at Swansea University, Wales, UK. His research interests are at the interface of Information Systems (IS) and marketing, focusing on issues related to consumer adoption and diffusion of emerging ICT-based applications, electronic/digital government, and digital marketing particularly in the context of emerging markets. He has published more than 250 articles in a range of leading academic journals and conferences. More information about Professor Dwivedi can be found at: http://www.swansea.ac.uk/staff/som/academic-staff/y.k.dwivedi/