Study on the Chinese CustomersAdoption Intention about Self-service Banking
Self-service has been widely used in banking industry,but it has been seldom studied in academic field.In this paper,we used empirical research method to study self service banking from two angles: self-service features and demographic characteristics.The paper is meaningful to improve customer self-service technology,to reduce transaction costs and to gain competitive advantage.The results showed that: the superiority of selfservice,complexity and coordination are relevant to client using adoption willingness; demographics characteristics are not relevant to client using adoption willingness.We divided customers into three groups according to their attitude to superiority,complexity and coordination of self service.Finally,we give some countermeasures to the bank based on above empirical results.
self-service adoption intention self-service features demographics
WANG Rishuang LIU Debin XU Mingsheng
Postdoctoral Workstation of Dalian Bank,Dalian,China,116001 Northeastern university at Qinhuangdao,Qinhuangdao,China,066000
国际会议
大连
英文
578-582
2013-06-29（万方平台首次上网日期，不代表论文的发表时间）