adoption of technology_facilitated_services
TRANSCRIPT
![Page 1: Adoption of technology_facilitated_services](https://reader031.vdocuments.net/reader031/viewer/2022030306/58d15a931a28ab41128b6a97/html5/thumbnails/1.jpg)
Pres en t a t io n ByI n d r a n i l R o y C h o w d h u r y ( P h . D )
ADOPTION OF TECHNOLOGY FACILITATED SERVICES
![Page 2: Adoption of technology_facilitated_services](https://reader031.vdocuments.net/reader031/viewer/2022030306/58d15a931a28ab41128b6a97/html5/thumbnails/2.jpg)
INTRODUCTIONSERVICE ENCOUNTER & SELF SERVICE TECHNOLOGY
• SERVICE ENCOUNTER - Dyadic Interaction between a
Customer and the Employee of a firm during Service
Delivery
• SELF-SERVICE TECHNOLOGIES -
• “Technological interfaces that enable customers to produce
a service independent of direct service employee
involvement” (Meuter et.al, 2000)
• ATMs, online ticket booking, Phone banking, Mobile
Commerce etc.
![Page 3: Adoption of technology_facilitated_services](https://reader031.vdocuments.net/reader031/viewer/2022030306/58d15a931a28ab41128b6a97/html5/thumbnails/3.jpg)
FORMS OF TECH INFUSION &LIMITATIONS
TFS: Technology – CSP – Customer coexist
![Page 4: Adoption of technology_facilitated_services](https://reader031.vdocuments.net/reader031/viewer/2022030306/58d15a931a28ab41128b6a97/html5/thumbnails/4.jpg)
THE SERVICE CONTINUUM
Human TechnologyHuman - Technology
![Page 5: Adoption of technology_facilitated_services](https://reader031.vdocuments.net/reader031/viewer/2022030306/58d15a931a28ab41128b6a97/html5/thumbnails/5.jpg)
TECHNOLOGY FACILITATED SERVICES FEW EXAMPLES
• Business Correspondent Banking• Bank partnerships with non-banks, typically retail commercial outlets such as
pharmacies, post offices, construction goods stores etc. to provide distribution outlets for financial services
• Tele-medical Treatment• Arrangement of providing clinical services by medical specialty centers to distant
patients with the help of technologically connected local health centers
• E-Governance Service Tele-centers• Public place where people can access digital technologies that enable them to
access governance services that include(a) procuring information (e.g., about health, education, agriculture, etc.), (b) transactions between citizens and government, and (c) procuring entitlements (including certificates, licenses, etc.)
![Page 6: Adoption of technology_facilitated_services](https://reader031.vdocuments.net/reader031/viewer/2022030306/58d15a931a28ab41128b6a97/html5/thumbnails/6.jpg)
ATTITUDE INTENTION MODEL
Curram, Meuterand Surprenant (2003)
![Page 7: Adoption of technology_facilitated_services](https://reader031.vdocuments.net/reader031/viewer/2022030306/58d15a931a28ab41128b6a97/html5/thumbnails/7.jpg)
FINAL CONCEPTUAL MODELSUMMARY
Perceived Ease of Use
Perceived Usefulness
Perceived Risk
Trust towards technology
Facilitating Conditions
Trust towards CSPAttitude towards CSP
Attitude towards Tech
Intention to use TFS
Network Externalities
![Page 8: Adoption of technology_facilitated_services](https://reader031.vdocuments.net/reader031/viewer/2022030306/58d15a931a28ab41128b6a97/html5/thumbnails/8.jpg)
RESEARCH METHOD(Survey)
Sampling Technique – Non-Probabilistic Convenience - Population that is exposed
to BC banking
Sample Size Targeted - Ad-hoc rules of thumb - subjects to number of variables
ratio at 10:1 (Tanaka, 1987). Since, higher the sample size better the model fit, an
attempt was made to procure approximately 250 sample units
Sample Size Obtained – 222 – Success Rate – 75% acceptable responses ( 297
contacted ) – List of consumers obtained from a BC banking service provider
![Page 9: Adoption of technology_facilitated_services](https://reader031.vdocuments.net/reader031/viewer/2022030306/58d15a931a28ab41128b6a97/html5/thumbnails/9.jpg)
M- COMMERCE VALUE CHAIN
![Page 10: Adoption of technology_facilitated_services](https://reader031.vdocuments.net/reader031/viewer/2022030306/58d15a931a28ab41128b6a97/html5/thumbnails/10.jpg)
BUSINESS CORRESPONDENT BANKING
![Page 11: Adoption of technology_facilitated_services](https://reader031.vdocuments.net/reader031/viewer/2022030306/58d15a931a28ab41128b6a97/html5/thumbnails/11.jpg)
ANALYSIS & RESULTS
Respondent Profile - Summary
![Page 12: Adoption of technology_facilitated_services](https://reader031.vdocuments.net/reader031/viewer/2022030306/58d15a931a28ab41128b6a97/html5/thumbnails/12.jpg)
ANALYSIS & RESULTS (contd)
Fit Index Values Recommended Rangeχ2 (DOF) 564.519 (365)
Normed χ2 1.547 (p < 0.001) ≤3GFI 0.87 ≥0.90CFI 0.96 ≥0.90
RMSEA 0.050 0.50 -1.0Measurement Model Fit Indices
Fit Index Values Recommended Rangeχ2 (DOF) 741.338 (413)
Normed χ2 1.782 (p < 0.001) ≤3GFI 0.84 ≥0.90CFI 0.93 ≥0.90
RMSEA 0.059 0.50 -1.0Structural Model Fit Indices
![Page 13: Adoption of technology_facilitated_services](https://reader031.vdocuments.net/reader031/viewer/2022030306/58d15a931a28ab41128b6a97/html5/thumbnails/13.jpg)
ANALYSIS & RESULTS (contd)
√X
√ √
√
√
√X√
√
√
0.351
0.370
0.241
0.323 0.197
0.162(p>0.1)
0.614-0.731
0.404
0.507
0.165
![Page 14: Adoption of technology_facilitated_services](https://reader031.vdocuments.net/reader031/viewer/2022030306/58d15a931a28ab41128b6a97/html5/thumbnails/14.jpg)
ANALYSIS AND RESULTSHYPOTHESES TESTING
Acsp
Att
0.406
0.241
0.225
0.539
Education > 10
Education < 10
0.437
0.336
0.280
0.380
Age < 25
Age>25
Attitude – Intention strength
0.027
0.3140.257
NENE – Intention
0.035
![Page 15: Adoption of technology_facilitated_services](https://reader031.vdocuments.net/reader031/viewer/2022030306/58d15a931a28ab41128b6a97/html5/thumbnails/15.jpg)
CONTRIBUTIONS
• Attempts have been made to study a new type of Technology
based service unlike earlier studies on SST
• Studied the antecedents of Attitude towards CSP – haven’t
been studied earlier
• Importance of Network Externalities in a TFS – not many earlier
studies on technology have focused on this concept
• Impact of demographic variables – Age & Education - in a TFS
![Page 16: Adoption of technology_facilitated_services](https://reader031.vdocuments.net/reader031/viewer/2022030306/58d15a931a28ab41128b6a97/html5/thumbnails/16.jpg)
THANK YOU !!