Innovation adoption across self-service banking technologies in India

Abstract

Purpose

The purpose of this paper is to analyze the various antecedent beliefs predicting customers’ attitudes toward, and adoption of, self-service technologies (SSTs) available in the banking industry.

Design/methodology/approach

A descriptive research design with survey approach is used to develop and test a conceptual model of adoption for all three self-service banking technologies (SSBTs).

Findings

The results of the comparative analysis showed that antecedent beliefs affecting adopters’ attitude vary across different SSBTs. It extends and tests the technology acceptance model (TAM) by including two additional antecedents from the theories of adoption behavior.

Research limitations/implications

All three SSBTs included in the paper are from the banking industry, which limits the generalizability of the findings to other industries. Many other limitations were also reported.

Practical implications

The findings reveal why and how customers decide to adopt different SSBTs and why a few SSBTs are more widely accepted than others. The practicality of the findings guides managers and designers of technological interfaces.

Social implications

People will also benefit from the effective implementation of SSTs.

Originality/value

This study stands out as one of the early studies to empirically examine the antecedents-attitude-intention relationship across different SSBTs available in Indian banking industry.

Retraction notice

The International Journal of Bank Marketing wishes to retract the article Kaushik, A.K. and Rahman, Z. (2015), “Innovation adoption across self-service banking technologies in India”, published in International Journal of Bank Marketing, Vol. 33, No. 2, pp. 96-121.

It has come to our attention that the article contains substantial similarities to the following article: Curran, J.M. and Meuter, M.L. (2005), “Self-service technology adoption: comparing three technologies”, Journal of Services Marketing, Vol. 19 No. 2, pp. 103-113, https://doi.org/10.1108/08876040510591411.

The authors have fully cooperated with this investigation and supplied the original dataset for review. Using this dataset, the editorial team were unable to replicate the results included in the article, and as a result, the decision has been made to retract the article.

The International Journal of Bank Marketing author guidelines make it clear that articles must be original and must not infringe any existing copyright.

The journal apologises to both Professor Curran and Professor Meuter, and its readers.

Citation

Kaushik, A.K. and Rahman, Z. (2015), "Innovation adoption across self-service banking technologies in India", International Journal of Bank Marketing, Vol. 33 No. 2, pp. 96-121. https://doi.org/10.1108/IJBM-01-2014-0006