Factors Affecting the Adoption of Self-Service Technology (SST) in the Public Sector

Authors Guido Ongena , Sanne Staat , Pascal Ravesteijn
Published in International Journal of Public Administration in the Digital Age
Publication date 25 September 2020
Research groups Process Innovation and Information Systems
Type Article

Summary

from the article: "In the Netherlands, housing corporations are increasingly adopting self-service technologies (SSTs) to support affairs their tenants need to arrange. The purpose of the study is to examine the customers’ motivations of using SSTs in the context of the Dutch public housing sector. An empirical investigation is presented based on a sample of 1,209 tenants. Using partial least squares (PLS), the acceptance model of Blut, Wang, and Schoefer is adopted and tested. The results show that especially the need for interaction negatively influence the adoption of SSTs by tenants. Positively, subjective norm and self-efficacy influence the adoption. Furthermore, playfulness negatively influences this adoption. Developers of SSTs should focus on its ulitalitarian function, rather then invest in its playfulness. Moreover, adoption is propelled by the encouragement of others. This can be enhanced by positive word-of mouth and should therefore stimulated."

researchcomponents.publicationcontent.personslist.publicationauthors

  • Guido Ongena | Researcher | Process Innovation and Information Systems
    Guido Ongena
    • Researcher
    • Research groups: Process Innovation and Information Systems
  • Pascal Ravesteijn | Professor | Process innovation and information systems
    Pascal Ravesteijn
    • Professor
    • Research groups: Process Innovation and Information Systems

Language English
Published in International Journal of Public Administration in the Digital Age
Year and volume 7 3
ISBN/ISSN URN:ISSN:2334-4539
Key words Adoption Self-Service, Empirical Examination, Housing Corporations, Public Sector, Self-Service, Self-Service Technology, SST, Technology Adoption
Digital Object Identifier https://doi.org/10.4018/ijpada.2020070102