The empirical study of customer satisfaction and continued behavioural intention towards self-service banking: technology readiness as an antecedent

Self-Service Banking (SSB) is one instance of the Self-Service Technologies (SSTs) in e-banking. This study examines consumer satisfaction and the long-term usage intention of SSB. In the proposed model, four dimensions of Technology Readiness (TR) (including optimism, innovativeness, discomfort and insecurity) influence a consumer's continuance intention through the mediation of satisfaction. The research model was evaluated using web-based survey data collected from 388 users about their perceptions of SSB. Overall, the results revealed that the effects of optimism and innovativeness are very important, but that discomfort and insecurity do not influence an individual's satisfaction and behavioural intention towards the continued use of SSB. The implications of this study are also discussed.