The acceptance of self-service technology by the customer: a meta-analysis

Abstract

A lot has been written about the factors influencing the acceptance of a Self-service Technology (SST). This research combines these studies and gives an answer on the question 'Which are the most important factors leading to the acceptance of a SST?' by conducting a meta-analysis. The meta-analysis showed that the factors perceived ease of use, subjective norm, self-efficacy and perceived usefulness are the most important factors influencing the intention to use a SST directly. The characteristics compatibility, perceived usefulness, perceived ease of use and 'fun' are the most important factors influencing the attitude towards use and indirectly influencing the intention to use a SST. A moderator analysis was also conducted to see what the influence was from type of respondents (non-students vs. students), type of technology (on-site vs. Off-site options) and culture (non-western vs. western) on the relationships found in the meta-analysis. The relationships of perceived usefulness