Knowledge, safety, resistance and service utilization of self-service banking technology

Abstract

The self-service technologies are constantly evolving banks and financial institutions and this also reflected in adaptive necessity and the follow-up by customers. Besides, resistance behavior and security perceived also impact on the adoption of those new technologies. The purpose of this study was to analyze the relationship between knowledge, safety, strength and adoption services for self-service banking. This study investigates three different types of self-service technology: ATMs, Internet Banking and Mobile Banking. This study was conducted through a survey research. Data collection was through interviews with structured questionnaires to a non-probability sample of 72 clients. The statistical techniques adopted were descriptive analysis, ANOVA, correlation and multivariate regression. The check of balances, statements and applications services is the most used in self-services technologies. In addition, the knowledge, safety and use are significantly and positively correlated. The resistance level is significantly and negatively correlated to knowledge, safety and use of those systems. It was also found that security affects positively and significantly the use of all the three systems. On the other hand, knowledge and resistance has not achieved significance.

KEYWORDS: Technology Banking, Mobile Banking, Internet Banking.