A Study on Customer Perception towards Adoption of Self Service Technologies (SSTs) in Banking with Reference to Jhansi City | Original Article

ABSTRACT:

Self Service Technologies brought revolutionized in the whole technological worlds, which changed the Present scenario of banks from primitive to modernize. This evolution of SSTs includes various advance machineries likes self kiosks, CDM, PUM, ATMs, and other online portals, Internet banking, Mobile Banking, Mobile Apps (UPI, BHIM, e-wallets etc. These portals are irresistible and the customer is getting dependent on it. As we now “Time is as precious as Cash” People have a very hectic schedule. They don’t want to go bank for their regular transaction therefore, they want easy and convenient banking for their business. Bank has realized need of customer and customized a wide range of products and value added services for their customers. By adapted the concept of self service technologies in banks. Now the consumer can make their work more convenient way. And can operate their accounts transactions from anywhere, it is cheap and fast and also provide various attractive offers by which consumers are prone to use it. Banks is introducing Self services not only in urban areas but in rural area as well because it has to take the whole country combined fully digitalized one. And yes despite of all the positive factors, it still have some negative ones, like people are bit afraid to use SSTs due to lack of knowledge of computers, Internet Banking, Mobile banking or may be due to risk of theft, Fear of lose money and many more, but still the literate people are confidentially accepting SSTs and cherishing this wonderful time saving change. This study aims to analyze the influence of demographic variable on perceived usefulness, perceived ease of use, Behavioral intention, Attitude and to analyze the reason of non acceptance of SSTs. This study aims to test the applicability of TAM in predicting intention, attitude and perception to use Self services technologies like, ATM, Internet banking and mobile banking adoption by users, author found that Perceived usefulness, Perceived ease of use, Attitude and Behavioural Intention is affected by Demographical Variable towards adoption of Self Service Technologies.