Consumer adoption of interactive teller machines: evidence from the Arabian Gulf
by Mustafa H. Awwad; Hamed M. Shamma
International Journal of Electronic Banking (IJEBANK), Vol. 3, No. 1, 2021

Abstract: With the rise of technology, banks have been seeking strategies to retain consumer loyalty. This increases customer's share of the wallet. Offering unified experience across banking channel touchpoints increases customer loyalty. Recently, banks have been executing branch transformation initiatives, utilising new technologies such as interactive teller machines (ITMs). This study investigated the factors that influence banking consumers to adopt the ITMs in the Arabian Gulf region. It combined variables from research related to consumer adoption of digital e-banking services, effects of retail banking services staff, and design of branches. A model based on previous studies and subject matter expert opinions was proposed. Quantitative research was conducted targeting consumers in the Arabian Gulf. Responses were analysed using Pearson's correlation, hierarchical regression analysis, and other statistical analysis tools. The findings of the research suggest that convenience, security, and social influence were the factors that significantly impacted consumer intention to adopt the ITM.

Online publication date: Wed, 01-Sep-2021

The full text of this article is only available to individual subscribers or to users at subscribing institutions.

Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Electronic Banking (IJEBANK):
Login with your Inderscience username and password:

    Username:        Password:         

Forgotten your password?

Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email