Title: Self-service technologies experience, customers' satisfaction and reuse intention in retail banking: evidence from Nigeria

Authors: Chidera Christian Ugwuanyi; Chukwunonso Oraedu; Shedrack Chinwuba Moguluwa

Addresses: Department of Marketing, Faculty of Business Administration, University of Nigeria, Enugu Campus, Nsukka, Nigeria ' Procurement Department, University of Nigeria Teaching Hospital (UNTH), Ituku, Ozalla, Enugu, Nigeria ' Department of Marketing, Faculty of Business Administration, University of Nigeria, Enugu Campus, Nsukka, Nigeria

Abstract: With the emergence of SSTs across retail banking services, several calls have been made to investigate customer experience on the use of SSTs and to deepen understanding of the dimensionalities of the experience construct and how they affect customers' behaviour. It is on this backdrop that this study sets out to examine bank SSTs experience and its effect on satisfaction and reuse intention. The paper also examined the indirect effect of satisfaction in the relationship between customers experience and reuse intention. A web-based survey approach was utilised to sample bank SSTs users in a university community setting. The partial least square structural equation modelling was used to analyse the proposed model. Results show the ability of the two dimensions of customer experiences modelled in this paper to strongly influence customers' satisfaction and reuse intention. Also, the controlled analyses revealed indirect relationships between the experience constructs and reuse intention.

Keywords: self-service technologies; SSTs; customer experience; retail banking; reuse intention; customer satisfaction; Nigeria.

DOI: 10.1504/IJBIS.2025.148790

International Journal of Business Information Systems, 2025 Vol.50 No.2, pp.191 - 214

Received: 23 Aug 2021
Accepted: 05 Dec 2021
Published online: 25 Sep 2025 *

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