IDEAS home Printed from https://ideas.repec.org/p/pra/mprapa/119328.html
   My bibliography  Save this paper

Understanding drivers of self-service technologies (SSTs) satisfaction and marketing bottom lines: Evidence from Nigeria

Author

Listed:
  • Ugwuanyi, Chidera
  • Oraedu, Chukwunonso
  • Ifediora, Chuka
  • Izogo, Ernest
  • Asongu, Simplice A
  • Attamah, Ikechukwu

Abstract

Whilst self-service technologies (SSTs) are novel and evolving, they have rapidly grown popular across various retail service settings. Having been introduced into the Nigerian banking space, the level of customers’ satisfaction from the system is still unknown given that it has disrupted the initial service setup customers were used to. Utilising two theoretical perspectives, this study examined what drives customers’ satisfaction with banks’ SST and further assesses their influence on different marketing bottom lines. The study employed a quantitative approach to sampling 310 banks’ SST users within a popular university in Eastern Nigeria. Using the PLS-SEM technique, the study found that the perceived ease of use and perceived control are strong drivers of SST satisfaction and other marketing bottom lines. Surprisingly, perceived usefulness was found not to influence SST satisfaction, and therefore present a unique result in this context. Based on the foregoing, theoretical and managerial implications were provided.

Suggested Citation

  • Ugwuanyi, Chidera & Oraedu, Chukwunonso & Ifediora, Chuka & Izogo, Ernest & Asongu, Simplice A & Attamah, Ikechukwu, 2022. "Understanding drivers of self-service technologies (SSTs) satisfaction and marketing bottom lines: Evidence from Nigeria," MPRA Paper 119328, University Library of Munich, Germany.
    • Handle: RePEc:pra:mprapa:119328
    as

    Download full text from publisher

    File URL: https://mpra.ub.uni-muenchen.de/119328/1/MPRA_paper_119328.pdf
    File Function: original version
    Download Restriction: no
    ---><---

    Other versions of this item:

    References listed on IDEAS

    as
    1. Ajzen, Icek, 1991. "The theory of planned behavior," Organizational Behavior and Human Decision Processes, Elsevier, vol. 50(2), pages 179-211, December.
    2. Fred D. Davis & Richard P. Bagozzi & Paul R. Warshaw, 1989. "User Acceptance of Computer Technology: A Comparison of Two Theoretical Models," Management Science, INFORMS, vol. 35(8), pages 982-1003, August.
    3. Park, Eunil & Kim, Ki Joon & Kwon, Sang Jib, 2017. "Corporate social responsibility as a determinant of consumer loyalty: An examination of ethical standard, satisfaction, and trust," Journal of Business Research, Elsevier, vol. 76(C), pages 8-13.
    4. Ernest Emeka Izogo & Abdi Reza & Ike-Elechi Ogba & Chukwunonso Oraedu, 2017. "Determinants of relationship quality and customer loyalty in retail banking," African Journal of Economic and Management Studies, Emerald Group Publishing Limited, vol. 8(2), pages 186-204, June.
    5. Jong-Hyeon Kim & Jin-Woo Park, 2019. "The Effect of Airport Self-Service Characteristics on Passengers’ Perceived Value, Satisfaction, and Behavioral Intention: Based on the SOR Model," Sustainability, MDPI, vol. 11(19), pages 1-17, September.
    6. Chidera Christian Ugwuanyi & Joseph Ikechukwu Uduji & Chukwunonso Oraedu, 2021. "Customer experience with self-service technologies in the banking sector: evidence from Nigeria," International Journal of Business and Systems Research, Inderscience Enterprises Ltd, vol. 15(4), pages 405-425.
    7. Sarstedt, Marko & Ringle, Christian M. & Smith, Donna & Reams, Russell & Hair, Joseph F., 2014. "Partial least squares structural equation modeling (PLS-SEM): A useful tool for family business researchers," Journal of Family Business Strategy, Elsevier, vol. 5(1), pages 105-115.
    8. Mohamed Khalifa & Vanessa Liu, 2007. "Online consumer retention: contingent effects of online shopping habit and online shopping experience," European Journal of Information Systems, Taylor & Francis Journals, vol. 16(6), pages 780-792, December.
    9. Lin, Jiun-Sheng Chris & Hsieh, Pei-Ling, 2011. "Assessing the Self-service Technology Encounters: Development and Validation of SSTQUAL Scale," Journal of Retailing, Elsevier, vol. 87(2), pages 194-206.
    10. Meuter, Matthew L. & Ostrom, Amy L. & Bitner, Mary Jo & Roundtree, Robert, 2003. "The influence of technology anxiety on consumer use and experiences with self-service technologies," Journal of Business Research, Elsevier, vol. 56(11), pages 899-906, November.
    11. Rose, Susan & Clark, Moira & Samouel, Phillip & Hair, Neil, 2012. "Online Customer Experience in e-Retailing: An empirical model of Antecedents and Outcomes," Journal of Retailing, Elsevier, vol. 88(2), pages 308-322.
    12. Eun Young Kim & Kiseol Yang, 2018. "Self-service technologies (SSTs) streamlining consumer experience in the fashion retail stores: The role of perceived interactivity," Journal of Global Fashion Marketing, Taylor & Francis Journals, vol. 9(4), pages 287-304, October.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Masood Ul Hassan & Muhammad Shahid Iqbal & Ume Habibah, 2020. "Self-Service Technology Service Quality: Building Loyalty and Intention Through Technology Trust in Pakistani Service Sector," SAGE Open, , vol. 10(2), pages 21582440209, June.
    2. Nguyen Hong Quan & Nguyen Thi Binh & Bui Thi Ly, 2022. "Impact of smart locker use on customer satisfaction of online shoppers in Vietnam," Palgrave Communications, Palgrave Macmillan, vol. 9(1), pages 1-11, December.
    3. Faqih, Khaled M.S., 2016. "An empirical analysis of factors predicting the behavioral intention to adopt Internet shopping technology among non-shoppers in a developing country context: Does gender matter?," Journal of Retailing and Consumer Services, Elsevier, vol. 30(C), pages 140-164.
    4. Jong-Hyeon Kim & Jin-Woo Park, 2019. "The Effect of Airport Self-Service Characteristics on Passengers’ Perceived Value, Satisfaction, and Behavioral Intention: Based on the SOR Model," Sustainability, MDPI, vol. 11(19), pages 1-17, September.
    5. Arijit Bhattacharya & Manjari Srivastava, 2020. "A Framework of Online Customer Experience: An Indian Perspective," Global Business Review, International Management Institute, vol. 21(3), pages 800-817, June.
    6. Jeannot, Florence & Dampérat, Maud & Salvador, Marielle & El Euch Maalej, Mariem & Jongmans, Eline, 2022. "Toward a luxury restaurant renewal: Antecedents and consequences of digitalized gastronomy experiences," Journal of Business Research, Elsevier, vol. 146(C), pages 518-539.
    7. Asrar Ahmed Sabir & Iftikhar Ahmad & Hassan Ahmad & Muhammad Rafiq & Muhammad Asghar Khan & Neelum Noreen, 2023. "Consumer Acceptance and Adoption of AI Robo-Advisors in Fintech Industry," Mathematics, MDPI, vol. 11(6), pages 1-24, March.
    8. Shafique Ur Rehman & Anam Bhatti & Rapiah Mohamed & Hazeline Ayoup, 2019. "The moderating role of trust and commitment between consumer purchase intention and online shopping behavior in the context of Pakistan," Journal of Global Entrepreneurship Research, Springer;UNESCO Chair in Entrepreneurship, vol. 9(1), pages 1-25, December.
    9. Chaouali, Walid & Ben Yahia, Imene & Souiden, Nizar, 2016. "The interplay of counter-conformity motivation, social influence, and trust in customers' intention to adopt Internet banking services: The case of an emerging country," Journal of Retailing and Consumer Services, Elsevier, vol. 28(C), pages 209-218.
    10. Shahla Asadi & Mehrbakhsh Nilashi & Abd Razak Che Husin & Elaheh Yadegaridehkordi, 0. "Customers perspectives on adoption of cloud computing in banking sector," Information Technology and Management, Springer, vol. 0, pages 1-26.
    11. Yu-Ping Lee & Hsin-Yeh Tsai & Athapol Ruangkanjanases, 2020. "The Determinants for Food Safety Push Notifications on Continuance Intention in an E-Appointment System for Public Health Medical Services: The Perspectives of UTAUT and Information System Quality," IJERPH, MDPI, vol. 17(21), pages 1-15, November.
    12. Isaac Kofi Mensah & Guohua Zeng & Chuanyong Luo & Mengqiu Lu & Zhi-Wu Xiao, 2022. "Exploring the E-Learning Adoption Intentions of College Students Amidst the COVID-19 Epidemic Outbreak in China," SAGE Open, , vol. 12(2), pages 21582440221, April.
    13. Liao, Ziqi & Shi, Xinping, 2017. "Web functionality, web content, information security, and online tourism service continuance," Journal of Retailing and Consumer Services, Elsevier, vol. 39(C), pages 258-263.
    14. McLean, Graeme & Osei-Frimpong, Kofi & Al-Nabhani, Khalid & Marriott, Hannah, 2020. "Examining consumer attitudes towards retailers' m-commerce mobile applications – An initial adoption vs. continuous use perspective," Journal of Business Research, Elsevier, vol. 106(C), pages 139-157.
    15. Guan, Xinhua & Xie, Lishan & Shen, Wen-Guo & Huan, Tzung-Cheng, 2021. "Are you a tech-savvy person? Exploring factors influencing customers using self-service technology," Technology in Society, Elsevier, vol. 65(C).
    16. Simarpreet Kaur & Sangeeta Arora, 2023. "Understanding customers’ usage behavior towards online banking services: an integrated risk–benefit framework," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(1), pages 74-98, March.
    17. Leung, Louis & Chen, Cheng, 2019. "E-health/m-health adoption and lifestyle improvements: Exploring the roles of technology readiness, the expectation-confirmation model, and health-related information activities," Telecommunications Policy, Elsevier, vol. 43(6), pages 563-575.
    18. Rashed Al Karim & Farid Ahammad Sobhani & Md Karim Rabiul & Nusrat Jahan Lepee & Mohammad Rokibul Kabir & Mohammad Abdul Matin Chowdhury, 2022. "Linking Fintech Payment Services and Customer Loyalty Intention in the Hospitality Industry: The Mediating Role of Customer Experience and Attitude," Sustainability, MDPI, vol. 14(24), pages 1-16, December.
    19. Mohamed Slim Ben Mimoun & Caroline Lancelot Miltgen & Boulbeba Slama, 2022. "Is the shopper always the king/queen? Study of omnichannel retail technology use and shopping orientations," Post-Print hal-03519230, HAL.
    20. Laukkanen, Tommi, 2016. "Consumer adoption versus rejection decisions in seemingly similar service innovations: The case of the Internet and mobile banking," Journal of Business Research, Elsevier, vol. 69(7), pages 2432-2439.

    More about this item

    Keywords

    Customer behaviour; Customer satisfaction; Technology Acceptance Model; Self-service technologies (SSTs); Stimulus-Response-Organism (S-O-R) Theory; Nigeria.;
    All these keywords.

    JEL classification:

    • E1 - Macroeconomics and Monetary Economics - - General Aggregative Models
    • O1 - Economic Development, Innovation, Technological Change, and Growth - - Economic Development

    NEP fields

    This paper has been announced in the following NEP Reports:

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:pra:mprapa:119328. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Joachim Winter (email available below). General contact details of provider: https://edirc.repec.org/data/vfmunde.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.