Authors: Aditi Naidu; Romi Sainy
Addresses: Symbiosis Centre for Management and Human Resource Development, Pune, SCMHRD, Symbiosis Infotech Campus, Plot No. 15, Rajiv Gandhi Infotech Park, MIDC, Hinjawadi, Pune – 411057, India ' Jaipuria Institute of Management City Office, 101, Sapphire Heights, Opposite C 21 Mall, A B Road, Indore 452010, Madhya Pradesh, India
Abstract: As smaller cities in India, tier II cities, become the focus of growth among service providers, the paper examines the level of readiness among customers of smaller cities in India to adopt self-service technologies (SSTs) in the banking sector. Unlike most previous studies, which have focused on larger, metropolitan cities of the country and have used the technology adoption model (TAM) and other factors to investigate uptake of SSTs, this study focuses on the technology readiness index (TRI) to measure the extent to which the construct, 'technology readiness' influences adoption of three major banking SSTs in a tier II city of India-Indore, exploring further how specific dimensions that constitute the technology readiness construct shape adoption of banking SSTs. Examining the applicability of the TRI tool to predict banking SST usage in a tier II city of India, the study found TRI does not conclusively predict banking SST usage in the context of India.
Keywords: banking; self service technologies; technology adoption; ATM; mobile banking; internet banking; TRI; technology readiness index; India.
International Journal of Electronic Banking, 2018 Vol.1 No.2, pp.129 - 149
Available online: 04 Oct 2018 *Full-text access for editors Access for subscribers Purchase this article Comment on this article