How to cite this paper
Hassan, H & Farmanesh, P. (2022). Customer adoption of self-service technologies in Jordan: Factors influencing the use of Internet banking, mobile banking, and telebanking.Management Science Letters , 12(3), 193-206.
Refrences
Ajzen, I. (1975). From intentions to actions: A theory of planned behavior. In J. Kuhland J. Beckman (Eds.), Action-Control: From Cognition to Behavior (pp. 11-39). Heidelberg: Springer.
Al-Jabri, I. M., & Sohail, M. S. (2012). Mobile banking adoption: Application of diffusion of innovation theory. Journal of Electronic Commerce Research, 13(4), 379-391.
Al-Rfou, A. N. (2013). The usage of Internet banking evidence from Jordan. Asian Economic and Financial Review, 3(5), 614-623.
Asenso, G. B., Asamoah, D., & Agyei-Owusu, B. (2021). Exploring the factors that drive use of self-service technologies in air-travel in an African country. International Journal of Logistics Systems and Management, 39(3), 273-291.
ASHOUR, M. L., & AL-QIREM, R. M. (2021). Consumer Adoption of Self-Service Technologies: Integrating the Behav-ioral Perspective with the Technology Acceptance Model. The Journal of Asian Finance, Economics and Busi-ness, 8(3), 1361-1369.
Association of Banks in Jordan. (2010). Annual report of Association Bank: Development of the Jordanian banking sector (2000 - 2010). Available from: http://abj.org.jo/public/English.aspx?Lang=1&Page_Id=2129&Menu_ID=182.
Bagozzi, R. P. (2007). The legacy of the technology acceptance model and a proposal for a paradigm shift. Journal of the AIS, 8(4), 244-254.
Bandura, A. (1986). Social foundations of thought and action: A social cognitive theory. Englewood Cliffs, NJ: Prentice Hall.
Bank of Jordan. (2014). Bank of Jordan Mobile banking. Available from: https://itunes. apple.com/us/app/bank-of-jordan-mobilebanking/id852392335?mt=8.Accessed: 15.04.14.
Berger, S. C. (2007). Online banking customers: Insights from Germany. Journal of Internet Banking and Commerce, 12(1), 1-6.
Bhattacherjee, A. (2012). Social science research: Principles, methods, and practices. (2nd Ed.). Florida, USA: AnolBhattacherjee.
Bitner, M. J., Brown, S. W., & Meuter, M. L. (2000). Technology infusion in service encounters. Journal of the Academy of Marketing Science, 28(1), 138-149.
Cao, Z., Xiao, Q., Zhuang, W., & Wang, L. (2021). An empirical analysis of self-service technologies: mediating role ofcustomer powerlessness. Journal of Services Marketing.
Chen, S. C., Chen, H. H., & Chen, M. F. (2009). Determinants of satisfaction and continuance intention towards self-service technologies. Industrial Management and Data System, 109(9), 1248-1263.
Davis, F. D. Bagozzi, R. P., & Warshaw, P. R. (1989). User acceptance of computer technology: A comparison of two the-oretical models. Management Science, 35(8), 982-1003.
De Leon, M. V., Atienza, R. P., & Susilo, D. (2020). Influence of self-service technology (SST) service quality dimensions as a second-order factor on perceived value and customer satisfaction in a mobile banking application. Cogent Busi-ness & Management, 7(1), 1794241.
Demirci Orel, F. D. & Kara, A. (2014). Supermarket self-checkout service quality, customer satisfaction, and loyalty: Empirical evidence from an emerging market. Journal of Retailing and Consumer Services, 21(4), 188-129.
Ezenwafor, C. C., Okeke, T. C., & Aghara, V. N. O. (2020). Self service technology and customer loyalty in the banking industry: A study of retail bank customers in anambra state. Journal Homepage: http://ijmr. net. in, 8(02).
Featherman, M. S., & Pavlou, P. A. (2003). Predicting e-services adoption: A perceived risk facets perspective. Interna-tional Journal of Human-Computer Studies, 59(4), 451-474.
Fishbein, M., & Ajzen, I. (1975). Belief, attitude, intention and behavior: An introduction to theory and research. Read-ing, Massachusetts: Addison Wesley.
Gerrard, P., & Cunningham, J. B. (2003). Diffusion of Internet banking among Singapore consumers. International of Bank Marketing, 21(1), 16-29.
Guan, X., Xie, L., Shen, W. G., & Huan, T. C. (2021). Are you a tech-savvy person? Exploring factors influencing custom-ers using self-service technology. Technology in Society, 65, 101564.
HA, Y. (2020). The Effects of Shoppers' Motivation on Self-Service Technology Use Intention: Moderating Effects of the Presence of Employee. The Journal of Asian Finance, Economics, and Business, 7(9), 489-497.
Hair Jr., J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate data analysis: A global perspective. (7th Ed.). Pearson Education International.
Hanafizadeh, P., Behboudi, M., Koshksaray, A. A., & Tabar, M. J. S. (2014). Mobile-banking adoption by Iranian bank clients. Telematics and Informatics, 31(1), 62-78.
Hilton, T., Hughes, T., Little, E., & Marandi, E. (2013). Adopting self-service technology to do more with less. Journal of Services Marketing, 27(1), 3-12.
Ikhsan, R., & Simarmata, J. (2021). SST-Servqual and customer outcomes in service industry: Mediating the rule of cor-porate reputation. Management Science Letters, 11(2), 561-576.
Kapoor, K. K., Dwivedi, Y. K., & Williams, M. D. (2014). Examining the role of three sets of innovation attributes for de-termining adoption of the interbank mobile payment service. Information Systems Frontiers, 1-18. Doi:10.1007/s10796-014-9484-7.
Kim, A., & Sung, Y. (2021). My Privacy and Control Matter: Understanding Motivations for Using Untact Ser-vices. Cyberpsychology, Behavior, and Social Networking, 24(6), 426-431.
Kline, R. B. (2005). Principles and practice of structural equation modelling. New York: The Guilford Press.
Kokkinoua, A., & Cranage, D. A. (2013). Using self-service technology to reduce customer waiting times. International Journal of Hospitality Management, 33, 435-445.
Le, N. T., Rao Hill, S., & Troshani, I. (2020). Perceived control and perceived risk in self-service technology recov-ery. Journal of Computer Information Systems, 1-10.
Lee, H., Cho, H. J., Xu, W., & Fairhurst, A. (2010). The influence of consumer traits and demographics on intention to use retail self-service checkouts. Marketing Intelligence & Planning, 28(1), 46-58.
Lee, M. C. (2009). Factors influencing the adoption of Internet banking: An integration of TAM and TPB with perceived risk and perceived benefit. Electronic Commerce Research and Applications, 8(3), 130-141.
Liao, S., Shao, Y., Wang, H., & Chen, A. (1999). The adoption of virtual banking: An empirical study. International Jour-nal of Information Management, 19(1), 63-74.
Lin, J. S. H., & Hsieh, P. L. (2011). Assessing the self-service technology encounters: Development and validation of SSTQUAL scale. Journal of Retailing, 87(2), 194-206.
Malhotra, N. K., Agarwal, J., & Peterson, M. (1996). Methodological issues in cross-cultural marketing research. Interna-tional Marketing Review, 13(5) 7-43.
Mallat, N., Rossi, M., & Tuunainen, V. (2008). An empirical investigation of Mobile ticketing service adoption in public transportation. Pers Ubiquit Comput, 12(1), 57-65.
Martins, G., Oliveira, T., & Popovic, A. (2014) Understanding the Internet banking adoption: A unified theory of ac-ceptance and use of technology and perceived risk application. International Journal of Information Management, 34(1), 1-13.
Meuter, M. L., Bitner, M. J., Ostrom, A. L., & Brown, S. W. (2005). Choosing among alternative service delivery modes: An investigation of customer trial of self-service technologies. Journal of Marketing, 69(2), 61-83.
Meuter, M. L., Ostrom, A. L., Roundtree, R., & Bitner, M. J. (2000). Self-service technologies: Understanding customer satisfaction with technology-based service encounters. Journal of Marketing, 64(3), 50-64.
Park, J. S., Ha, S., & Jeong, S. W. (2020). Consumer acceptance of self-service technologies in fashion retail stores. Journal of Fashion Marketing and Management: An International Journal.
Pavlou, P. A. (2001). Integrating trust in electronic commerce with the technology acceptance model: Model development and validation. In J. DeGross (Ed.),
Podsakoff, P. M., MacKenzie, S. B., Lee, J. Y., & Podsakoff, N. P. (2003). Common method biases in behavioral research: A critical review of the literature and recommended remedies. Journal of Applied Psychology, 88(5), 879.
Rajoriya, A., Rana, S., Pandey, S. K., & Kumar, P. V. (2021). Examining the Adoption of Self-Service Technologies in In-dian Banking Industry: A Case of Retail Bank Customers. International Journal of Research in Engineering, Science and Management, 4(2), 133-141.
Riegger, A. S., Klein, J. F., Merfeld, K., & Henkel, S. (2021). Technology-enabled personalization in retail stores: Under-standing drivers and barriers. Journal of Business Research, 123, 140-155.
Rogers, E. M. (2003). Diffusion of innovations (5th Ed.). New York, NY: Free Press.
Shahid Iqbal, M., Ul Hassan, M., & Habibah, U. (2018). Impact of self-service technology (SST) service quality on cus-tomer loyalty and behavioral intention: The mediating role of customer satisfaction. Cogent Business & Manage-ment, 5(1), 1.
Shin, H., & Dai, B. (2020). The efficacy of customer’s voluntary use of self-service technology (SST): a dual-study ap-proach. Journal of Strategic Marketing, 1-23.
Taylor, S., &Todd, P. A. (1995). Decomposition and crossover effects in the theory of planned behavior: A study of con-sumer adoption intentions. International Journal of Research in Marketing, 12(2), 137-155.
The Jordan Times. (2013). Mobile phone penetration projected to reach 200%. Available from: http://jordantimes.com/mobile-phone-penetration-projected-to-reach-200.
Tiwari, P., & Tiwari, S. K. (2020). Integration of technology acceptance model with perceived risk, perceived trust and perceived cost: Customers’ adoption of m-banking. International Journal on Emerging Technologies, 11(2), 447-452.
Venkatesh, V., Morris, M., Davis, G., and Davis, F. (2003). User acceptance of information technology: Toward a unified view. MIS Quarterly, 27(3), 425-478.
Venkatesh, V., Thong, J. Y. L., and Xu, X. (2012). Consumer acceptance and use of information technology: Extending the unified theory of acceptance and use of technology. MIS Quarterly, 36(1), 157-178.
Wan, W. W., Luk, C. L., and Chow, C. W. (2005). Customers' adoption of banking channels in Hong Kong. International Journal of Bank Marketing, 23(3), 255-272.
Yang, A, S. (2009). Exploring adoption difficulties in mobile banking services. Canadian Journal of Administrative Sci-ences, 26(2), 136-149.
Yoon, C., & Choi, B. (2020). Role of situational dependence in the use of self-service technology. Sustainability, 12(11), 4653.
Zhou, T., Lu, Y., & Wang, B. (2010). Integrating TTF and UTAUT to explain Mobile banking user adoption. Computers in Human Behavior, 26(4), 760-767.
Zhu, Z., Nakata, C., Sivakumar, K., and Grewal, P. (2013). Fix it or leave it? Customer recovery from self-service tech-nology failure. Journal of Retailing, 89(1), 15-29.
Al-Jabri, I. M., & Sohail, M. S. (2012). Mobile banking adoption: Application of diffusion of innovation theory. Journal of Electronic Commerce Research, 13(4), 379-391.
Al-Rfou, A. N. (2013). The usage of Internet banking evidence from Jordan. Asian Economic and Financial Review, 3(5), 614-623.
Asenso, G. B., Asamoah, D., & Agyei-Owusu, B. (2021). Exploring the factors that drive use of self-service technologies in air-travel in an African country. International Journal of Logistics Systems and Management, 39(3), 273-291.
ASHOUR, M. L., & AL-QIREM, R. M. (2021). Consumer Adoption of Self-Service Technologies: Integrating the Behav-ioral Perspective with the Technology Acceptance Model. The Journal of Asian Finance, Economics and Busi-ness, 8(3), 1361-1369.
Association of Banks in Jordan. (2010). Annual report of Association Bank: Development of the Jordanian banking sector (2000 - 2010). Available from: http://abj.org.jo/public/English.aspx?Lang=1&Page_Id=2129&Menu_ID=182.
Bagozzi, R. P. (2007). The legacy of the technology acceptance model and a proposal for a paradigm shift. Journal of the AIS, 8(4), 244-254.
Bandura, A. (1986). Social foundations of thought and action: A social cognitive theory. Englewood Cliffs, NJ: Prentice Hall.
Bank of Jordan. (2014). Bank of Jordan Mobile banking. Available from: https://itunes. apple.com/us/app/bank-of-jordan-mobilebanking/id852392335?mt=8.Accessed: 15.04.14.
Berger, S. C. (2007). Online banking customers: Insights from Germany. Journal of Internet Banking and Commerce, 12(1), 1-6.
Bhattacherjee, A. (2012). Social science research: Principles, methods, and practices. (2nd Ed.). Florida, USA: AnolBhattacherjee.
Bitner, M. J., Brown, S. W., & Meuter, M. L. (2000). Technology infusion in service encounters. Journal of the Academy of Marketing Science, 28(1), 138-149.
Cao, Z., Xiao, Q., Zhuang, W., & Wang, L. (2021). An empirical analysis of self-service technologies: mediating role ofcustomer powerlessness. Journal of Services Marketing.
Chen, S. C., Chen, H. H., & Chen, M. F. (2009). Determinants of satisfaction and continuance intention towards self-service technologies. Industrial Management and Data System, 109(9), 1248-1263.
Davis, F. D. Bagozzi, R. P., & Warshaw, P. R. (1989). User acceptance of computer technology: A comparison of two the-oretical models. Management Science, 35(8), 982-1003.
De Leon, M. V., Atienza, R. P., & Susilo, D. (2020). Influence of self-service technology (SST) service quality dimensions as a second-order factor on perceived value and customer satisfaction in a mobile banking application. Cogent Busi-ness & Management, 7(1), 1794241.
Demirci Orel, F. D. & Kara, A. (2014). Supermarket self-checkout service quality, customer satisfaction, and loyalty: Empirical evidence from an emerging market. Journal of Retailing and Consumer Services, 21(4), 188-129.
Ezenwafor, C. C., Okeke, T. C., & Aghara, V. N. O. (2020). Self service technology and customer loyalty in the banking industry: A study of retail bank customers in anambra state. Journal Homepage: http://ijmr. net. in, 8(02).
Featherman, M. S., & Pavlou, P. A. (2003). Predicting e-services adoption: A perceived risk facets perspective. Interna-tional Journal of Human-Computer Studies, 59(4), 451-474.
Fishbein, M., & Ajzen, I. (1975). Belief, attitude, intention and behavior: An introduction to theory and research. Read-ing, Massachusetts: Addison Wesley.
Gerrard, P., & Cunningham, J. B. (2003). Diffusion of Internet banking among Singapore consumers. International of Bank Marketing, 21(1), 16-29.
Guan, X., Xie, L., Shen, W. G., & Huan, T. C. (2021). Are you a tech-savvy person? Exploring factors influencing custom-ers using self-service technology. Technology in Society, 65, 101564.
HA, Y. (2020). The Effects of Shoppers' Motivation on Self-Service Technology Use Intention: Moderating Effects of the Presence of Employee. The Journal of Asian Finance, Economics, and Business, 7(9), 489-497.
Hair Jr., J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate data analysis: A global perspective. (7th Ed.). Pearson Education International.
Hanafizadeh, P., Behboudi, M., Koshksaray, A. A., & Tabar, M. J. S. (2014). Mobile-banking adoption by Iranian bank clients. Telematics and Informatics, 31(1), 62-78.
Hilton, T., Hughes, T., Little, E., & Marandi, E. (2013). Adopting self-service technology to do more with less. Journal of Services Marketing, 27(1), 3-12.
Ikhsan, R., & Simarmata, J. (2021). SST-Servqual and customer outcomes in service industry: Mediating the rule of cor-porate reputation. Management Science Letters, 11(2), 561-576.
Kapoor, K. K., Dwivedi, Y. K., & Williams, M. D. (2014). Examining the role of three sets of innovation attributes for de-termining adoption of the interbank mobile payment service. Information Systems Frontiers, 1-18. Doi:10.1007/s10796-014-9484-7.
Kim, A., & Sung, Y. (2021). My Privacy and Control Matter: Understanding Motivations for Using Untact Ser-vices. Cyberpsychology, Behavior, and Social Networking, 24(6), 426-431.
Kline, R. B. (2005). Principles and practice of structural equation modelling. New York: The Guilford Press.
Kokkinoua, A., & Cranage, D. A. (2013). Using self-service technology to reduce customer waiting times. International Journal of Hospitality Management, 33, 435-445.
Le, N. T., Rao Hill, S., & Troshani, I. (2020). Perceived control and perceived risk in self-service technology recov-ery. Journal of Computer Information Systems, 1-10.
Lee, H., Cho, H. J., Xu, W., & Fairhurst, A. (2010). The influence of consumer traits and demographics on intention to use retail self-service checkouts. Marketing Intelligence & Planning, 28(1), 46-58.
Lee, M. C. (2009). Factors influencing the adoption of Internet banking: An integration of TAM and TPB with perceived risk and perceived benefit. Electronic Commerce Research and Applications, 8(3), 130-141.
Liao, S., Shao, Y., Wang, H., & Chen, A. (1999). The adoption of virtual banking: An empirical study. International Jour-nal of Information Management, 19(1), 63-74.
Lin, J. S. H., & Hsieh, P. L. (2011). Assessing the self-service technology encounters: Development and validation of SSTQUAL scale. Journal of Retailing, 87(2), 194-206.
Malhotra, N. K., Agarwal, J., & Peterson, M. (1996). Methodological issues in cross-cultural marketing research. Interna-tional Marketing Review, 13(5) 7-43.
Mallat, N., Rossi, M., & Tuunainen, V. (2008). An empirical investigation of Mobile ticketing service adoption in public transportation. Pers Ubiquit Comput, 12(1), 57-65.
Martins, G., Oliveira, T., & Popovic, A. (2014) Understanding the Internet banking adoption: A unified theory of ac-ceptance and use of technology and perceived risk application. International Journal of Information Management, 34(1), 1-13.
Meuter, M. L., Bitner, M. J., Ostrom, A. L., & Brown, S. W. (2005). Choosing among alternative service delivery modes: An investigation of customer trial of self-service technologies. Journal of Marketing, 69(2), 61-83.
Meuter, M. L., Ostrom, A. L., Roundtree, R., & Bitner, M. J. (2000). Self-service technologies: Understanding customer satisfaction with technology-based service encounters. Journal of Marketing, 64(3), 50-64.
Park, J. S., Ha, S., & Jeong, S. W. (2020). Consumer acceptance of self-service technologies in fashion retail stores. Journal of Fashion Marketing and Management: An International Journal.
Pavlou, P. A. (2001). Integrating trust in electronic commerce with the technology acceptance model: Model development and validation. In J. DeGross (Ed.),
Podsakoff, P. M., MacKenzie, S. B., Lee, J. Y., & Podsakoff, N. P. (2003). Common method biases in behavioral research: A critical review of the literature and recommended remedies. Journal of Applied Psychology, 88(5), 879.
Rajoriya, A., Rana, S., Pandey, S. K., & Kumar, P. V. (2021). Examining the Adoption of Self-Service Technologies in In-dian Banking Industry: A Case of Retail Bank Customers. International Journal of Research in Engineering, Science and Management, 4(2), 133-141.
Riegger, A. S., Klein, J. F., Merfeld, K., & Henkel, S. (2021). Technology-enabled personalization in retail stores: Under-standing drivers and barriers. Journal of Business Research, 123, 140-155.
Rogers, E. M. (2003). Diffusion of innovations (5th Ed.). New York, NY: Free Press.
Shahid Iqbal, M., Ul Hassan, M., & Habibah, U. (2018). Impact of self-service technology (SST) service quality on cus-tomer loyalty and behavioral intention: The mediating role of customer satisfaction. Cogent Business & Manage-ment, 5(1), 1.
Shin, H., & Dai, B. (2020). The efficacy of customer’s voluntary use of self-service technology (SST): a dual-study ap-proach. Journal of Strategic Marketing, 1-23.
Taylor, S., &Todd, P. A. (1995). Decomposition and crossover effects in the theory of planned behavior: A study of con-sumer adoption intentions. International Journal of Research in Marketing, 12(2), 137-155.
The Jordan Times. (2013). Mobile phone penetration projected to reach 200%. Available from: http://jordantimes.com/mobile-phone-penetration-projected-to-reach-200.
Tiwari, P., & Tiwari, S. K. (2020). Integration of technology acceptance model with perceived risk, perceived trust and perceived cost: Customers’ adoption of m-banking. International Journal on Emerging Technologies, 11(2), 447-452.
Venkatesh, V., Morris, M., Davis, G., and Davis, F. (2003). User acceptance of information technology: Toward a unified view. MIS Quarterly, 27(3), 425-478.
Venkatesh, V., Thong, J. Y. L., and Xu, X. (2012). Consumer acceptance and use of information technology: Extending the unified theory of acceptance and use of technology. MIS Quarterly, 36(1), 157-178.
Wan, W. W., Luk, C. L., and Chow, C. W. (2005). Customers' adoption of banking channels in Hong Kong. International Journal of Bank Marketing, 23(3), 255-272.
Yang, A, S. (2009). Exploring adoption difficulties in mobile banking services. Canadian Journal of Administrative Sci-ences, 26(2), 136-149.
Yoon, C., & Choi, B. (2020). Role of situational dependence in the use of self-service technology. Sustainability, 12(11), 4653.
Zhou, T., Lu, Y., & Wang, B. (2010). Integrating TTF and UTAUT to explain Mobile banking user adoption. Computers in Human Behavior, 26(4), 760-767.
Zhu, Z., Nakata, C., Sivakumar, K., and Grewal, P. (2013). Fix it or leave it? Customer recovery from self-service tech-nology failure. Journal of Retailing, 89(1), 15-29.