Mature Australian consumers' adoption and consumption of self-service banking technologies

Article

McPhail, Janelle and Fogarty, Gerard. 2004. "Mature Australian consumers' adoption and consumption of self-service banking technologies." Journal of Financial Services Marketing. 8 (4), pp. 302-313.
Article Title

Mature Australian consumers' adoption and consumption of self-service banking technologies

ERA Journal ID19815
Article CategoryArticle
AuthorsMcPhail, Janelle (Author) and Fogarty, Gerard (Author)
Journal TitleJournal of Financial Services Marketing
Journal Citation8 (4), pp. 302-313
Number of Pages12
Year2004
Place of PublicationBasingstoke, UK
ISSN1363-0539
1479-1846
Web Address (URL)http://www.palgrave-journals.com/fsm/index.html
Abstract

The slow diffusion of self-service banking technologies (SSBTs) into the mature consumer market necessitates research to better understand this growing section of the population and the diversity that exists within this market. This research analyses the 50+ market through a segmentation approach based on the level of use of SSBTs. Three segments were identified: non-users, low users and medium-to-high users of SSBTs, and are profiled by frequency of use and demographic variables. Members of the medium-to-high user segment embrace a range of SSBTs and use credit card to facilitate their financial activities. Non-users and some low users prefer the customary way of conducting transactions and enjoy the personal interaction with the bank employee. These two segments do, however, have a moderate level of credit card use. Finally, a low level of replacement and disenchantment discontinuance was evident among the participants in this study.

Keywordsmature consumer; self-service banking technologies; segmentation; diffusion; discontinuance; consumer resistance
ANZSRC Field of Research 2020460806. Human-computer interaction
350208. Investment and risk management
520199. Applied and developmental psychology not elsewhere classified
Byline AffiliationsDepartment of Marketing and Tourism
Department of Psychology
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Cretchley, Patricia, Harman, Chris, Ellerton, Nerida and Fogarty, Gerard. 2000. "MATLAB in early undergraduate mathematics: an investigation into the effects of scientific software learning." Mathematics Education Research Journal. 12 (3), pp. 219-233.
Developing professional relationships between supervisors and doctorial candidates
McPhail, Janelle and Erwee, Ronel. 2000. "Developing professional relationships between supervisors and doctorial candidates." Australian Journal of Management and Organisational Behaviour. 3 (1), pp. 76-90.
Motivation for youth participation in sport and physical activity: relationships to culture, self-reported activity levels, and gender
Weinberg, Robert, Tenenbaum, Gershon, McKenzie, Alex, Jackson, Susan, Anshel, Mark, Grove, Robert and Fogarty, Gerald. 2000. "Motivation for youth participation in sport and physical activity: relationships to culture, self-reported activity levels, and gender." International Journal of Sport Psychology. 31, pp. 321-346.
The effects of self-efficacy, motivation to transfer, and situational constraints on transfer intentions and transfer of training
Machin, Michael A. and Fogarty, Gerard J.. 1997. "The effects of self-efficacy, motivation to transfer, and situational constraints on transfer intentions and transfer of training." Performance Improvement Quarterly. 10 (2), pp. 98-115.
Australian business organizations' perceptions of the value of formal marketing research: a comparative study of firms with high versus low level of business performance
Ogunmokun, Gabriel, McPhail, Janelle and Chin, Iris. 2003. "Australian business organizations' perceptions of the value of formal marketing research: a comparative study of firms with high versus low level of business performance." Geursen, G., Kennedy, R. and Tolo, M. (ed.) ANZMAC 2003: Celebration of Ehrenberg and Bass: Marketing Discoveries, Knowledge and Contribution. Adelaide, Australia 01 - 03 Dec 2003 Melbourne, Australia.
Within-group norming: Just because it might be legal, doesn't mean we should do it
Fogarty, G.. 2003. "Within-group norming: Just because it might be legal, doesn't mean we should do it." Reddy , P., Langan-Fox, J. and Code, S. (ed.) 5th Australian Industrial and Organisational Psychology Conference 2003: Advancing Creative Solutions in Science and Practice. Melbourne, Australia 26 - 29 Jun 2003 United Kingdom.
The influence of transfer climate and transfer enhancement activities on the implementation of aviation team training
Machin, M. A. and Fogarty, G. J.. 1999. "The influence of transfer climate and transfer enhancement activities on the implementation of aviation team training." Crassini, B. (ed.) 3rd Australian Industrial and Organisational Psychology Conference 1999. Brisbane, Australia 26 - 27 Jun 1999 Melbourne, Australia.
The effect of mood states on the dyadic service encounter
McPhail, Janelle and Mattson, Jan. 1996. "The effect of mood states on the dyadic service encounter." Belk , Russel and Groves, Ronald (ed.) 2nd Asia Pacific Conference of the Association for Consumer Research. Perth, Australia 12 - 13 Jul 1996 Provo, UT. United States.
Calibration in tennis: the role of feedback and expertise
Fogarty, Gerard J. and Ross, Anthony. 2007. "Calibration in tennis: the role of feedback and expertise." Moore, Kate (ed.) 42nd Australian Psychological Society Annual Conference 2007. Brisbane, Australia 25 - 29 Sep 2007 Melbourne, Australia.
Construct validity of the profile of mood states - adolescents for use with adults
Terry, Peter C., Lane, Andrew M. and Fogarty, Gerard J.. 2003. "Construct validity of the profile of mood states - adolescents for use with adults." Psychology of Sport and Exercise. 4 (2), pp. 125-139.
Student’s attitudes towards technology-enhanced learning resources for an introductory marketing course
McPhail, Janelle and Birch, Dawn. 2004. "Student’s attitudes towards technology-enhanced learning resources for an introductory marketing course." ANZMAC 2004: Marketing Accountabilities and Responsibilities. Wellington, New Zealand 29 Nov - 01 Dec 2004 Wellington, New Zealand.
Determinants of perceived usefulness and perceived ease of use in the technology acceptance model: senior consumers' adoption of self-service banking Technologies
Rose, Janelle and Fogarty, Gerard J.. 2006. "Determinants of perceived usefulness and perceived ease of use in the technology acceptance model: senior consumers' adoption of self-service banking Technologies ." Ogunmokun, Gabriel, Gabbay, Rony and Rose, Janelle (ed.) 2nd Biennial Conference of the Academy of World Business, Marketing and Management Development: Business Across Borders in the 21st Century. Paris, France 10 - 13 Jul 2006 Perth, Western Australia.
Competing tasks as an index of intelligence
Fogarty, Gerard J. and Stankov, Lazar. 1982. "Competing tasks as an index of intelligence." Personality and Individual Differences. 3, pp. 407-422.
Timesharing in relation to broad ability domains
Fogarty, Gerard J.. 1987. "Timesharing in relation to broad ability domains." Intelligence. 11 (3), pp. 207-231. https://doi.org/10.1016/0160-2896(87)90007-9
Financial literacy: a psychologist's perspective on an emerging societal problem in Australia
Fogarty, Gerard J. and MacCarthy, Karina. 2006. "Financial literacy: a psychologist's perspective on an emerging societal problem in Australia." Katsikitis, Mary (ed.) Psychology Bridging the Tasman: Science, Culture and Practice 2006. Auckland, New Zealand 26 - 30 Sep 2006 Melbourne, Australia.
Abilities involved in performance on competing tasks
Fogarty, Gerard J. and Stankov, Lazar. 1988. "Abilities involved in performance on competing tasks." Personality and Individual Differences. 9 (1), pp. 35-49. https://doi.org/10.1016/0191-8869(88)90028-1
Developing a model to predict aircraft maintenance performance
Fogarty, Gerard J., Saunders, Robert and Collyer, Robert. 1999. "Developing a model to predict aircraft maintenance performance." Jensen, Richard (ed.) The Proceedings of the 10th International Symposium on Aviation Psychology. Columbus, Ohio. Ohio State University Press. pp. 1-6
Psychological skills training in golf: the role of individual differences in cognitive preferences
Thomas, Patrick R. and Fogarty, Gerard J.. 1997. "Psychological skills training in golf: the role of individual differences in cognitive preferences." The Sport Psychologist. 11 (1), pp. 86-106.
Response bias in computerized tests
Fogarty, Gerard J.. 1999. "Response bias in computerized tests." South Pacific Journal of Psychology. 10 (2), pp. 71-80.
A comparison of measures of preferred processing style: method or trait variance?
Fogarty, Gerard J. and Burton, Lorelle J.. 1996. "A comparison of measures of preferred processing style: method or trait variance?" Journal of Mental Imagery. 20 (3-4), pp. 87-112.
Differences between values of Australian Aboriginal and non-Aboriginal students
Fogarty, Gerard J. and White, Colin. 1994. "Differences between values of Australian Aboriginal and non-Aboriginal students." Journal of Cross-Cultural Psychology. 25 (3), pp. 394-408.
Educational implications of the values held by Australian Aboriginal students
White, Colin and Fogarty, Gerard J.. 2001. "Educational implications of the values held by Australian Aboriginal students." Journal of College Student Retention: Research, Theory and Practice. 2 (3), pp. 253-270.
The nature of stressors experienced by people with an intellectual disability
Bramston, Paul, Fogarty, Gerard J. and Cummins, Robert A.. 1999. "The nature of stressors experienced by people with an intellectual disability." Journal of Applied Research in Intellectual Disabilities. 12 (1), pp. 1-10.
Using the Personal Orientation Inventory to measure change in student self-actualisation
Fogarty, Gerard J.. 1994. "Using the Personal Orientation Inventory to measure change in student self-actualisation ." Personality and Individual Differences. 17 (3), pp. 435-439. https://doi.org/10.1016/0191-8869(94)90290-9
Validation of a questionnaire to measure mathematics confidence, computer confidence, and attitudes to the use of technology for learning mathematics
Fogarty, Gerard J., Cretchley, Patricia, Harman, Chris, Ellerton, Nerida and Konki, Nissim. 2001. "Validation of a questionnaire to measure mathematics confidence, computer confidence, and attitudes to the use of technology for learning mathematics." Mathematics Education Research Journal. 13 (2), pp. 154-160.
The assessment of emotional distress experienced by people with mild intellectual disabilities: a study of different methodologies
Bramston, Paul and Fogarty, Gerard J.. 2000. "The assessment of emotional distress experienced by people with mild intellectual disabilities: a study of different methodologies." Research in Developmental Disabilities. 21 (6), pp. 487-500.
Validation of the factor structure of the Interactions with Disabled Persons Scale.
Forlin, C., Fogarty, Gerard J. and Carroll, Annemaree. 1999. "Validation of the factor structure of the Interactions with Disabled Persons Scale." Australian Journal of Psychology. 51 (1), pp. 50-55.
Principles and applications of educational and psychological testing
Fogarty, Gerard J.. 1999. "Principles and applications of educational and psychological testing." Athanasou, J. (ed.) Adult educational psychology. Sydney, Australia. Social Science Press (Thomson Learning). pp. 375-408
Measuring stress in the mildly intellectually handicapped: the factorial structure of the Subjective Stress Scale
Bramston, Paul and Fogarty, Gerard J.. 1995. "Measuring stress in the mildly intellectually handicapped: the factorial structure of the Subjective Stress Scale." Research in Developmental Disabilities. 16 (2), pp. 117-131.
Validation of the lifestress inventory for people with a mild intellectual disability
Fogarty, Gerard J., Bramston, Paul and Cummins, Robert A.. 1997. "Validation of the lifestress inventory for people with a mild intellectual disability." Research in Developmental Disabilities. 18 (6), pp. 435-456.
The factor structure of visual imagery and spatial abilities
Burton, Lorelle J. and Fogarty, Gerard J.. 2003. "The factor structure of visual imagery and spatial abilities." Intelligence. 31 (3), pp. 289-318.
Time discounting in relation to career preferences
Saunders, Robert and Fogarty, Gerard J.. 2001. "Time discounting in relation to career preferences ." Journal of Vocational Behavior. 58 (1), pp. 118-126. https://doi.org/10.1006/jvbe.2000.1758
Congruence as a predictor of occupational stress
Sutherland, Lynette F., Fogarty, Gerard J. and Pithers, Robert T.. 1995. "Congruence as a predictor of occupational stress." Journal of Vocational Behavior. 46 (3), pp. 292-309.
Predicting occupational strain and job satisfaction: the role of stress, coping, personality, and affectivity variables
Fogarty, Gerard J., Machin, M. Anthony, Albion, Majella J., Sutherland, Lynette F., Lalor, Gabrielle I. and Revitt, Susan. 1999. "Predicting occupational strain and job satisfaction: the role of stress, coping, personality, and affectivity variables." Journal of Vocational Behavior. 54 (3), pp. 429-452. https://doi.org/10.1006/jvbe.1998.1670
Predicting aural performance in a tertiary music training programme
Buttsworth, Louise M., Fogarty, Gerard J. and Rorke, Peter C.. 1993. "Predicting aural performance in a tertiary music training programme." Psychology of Music. 21 (2), pp. 114-126.
Performance calibration in sport: implications for self-confidence and metacognitive biases
Fogarty, Gerard J. and Else, David. 2005. "Performance calibration in sport: implications for self-confidence and metacognitive biases." International Journal of Sport and Exercise Psychology. 3 (1), pp. 41-57.
Moving with the times: keeping up with trends in statistical analysis and research design
Tenenbaum, Gershon and Fogarty, Gerard J.. 1999. "Moving with the times: keeping up with trends in statistical analysis and research design." Lidor, Ronnie and Bar-Eli, Michael (ed.) Sport psychology: linking theory and practice. Morgantown, WV, United States. Fitness Information Technology. pp. 59-79
Learning styles among mature age students: some comments on the approaches to studying inventory (ASI-S)
Fogarty, Gerard J. and Taylor, Janet A.. 1997. "Learning styles among mature age students: some comments on the approaches to studying inventory (ASI-S)." Higher Education Research and Development. 16 (3), pp. 321-330. https://doi.org/10.1080/0729436970160306
Intelligence: theories and issues
Fogarty, Gerard J.. 1999. "Intelligence: theories and issues." Athanasou, J. (ed.) Adult educational psychology. Sydney, Australia. Social Science Press (Thomson Learning). pp. 183-210
The contribution to immediate serial recall of rehearsal, search speed, access to lexical memory, and phonological coding: an investigation at the construct level
Tehan, Gerald, Fogarty, Gerard J. and Ryan, Katherine. 2004. "The contribution to immediate serial recall of rehearsal, search speed, access to lexical memory, and phonological coding: an investigation at the construct level." Memory and Cognition. 32 (5), pp. 711-721.
The flow experience: a Rasch analysis of Jackson's Flow State Scale
Tenenbaum, Gershon, Fogarty, Gerard J. and Jackson, Susan. 1999. "The flow experience: a Rasch analysis of Jackson's Flow State Scale." Journal of Outcome Measurement. 3 (3), pp. 278-294.
The role of organizational and individual variables in aircraft maintenance performance
Fogarty, Gerard J.. 2004. "The role of organizational and individual variables in aircraft maintenance performance." International Journal of Applied Aviation Studies. 4 (1), pp. 73-90.
Challenging the 'Law of diminishing returns'
Fogarty, Gerard J. and Stankov, Lazar. 1995. "Challenging the 'Law of diminishing returns'." Intelligence. 21 (2), pp. 157-176.
Assessing intonation skills in a tertiary music training programme
Fogarty, Gerard J., Buttsworth, Louise M. and Gearing, Phillip J.. 1996. "Assessing intonation skills in a tertiary music training programme." Psychology of Music. 24, pp. 157-170.
The war on error: psychology and aviation maintenance
Fogarty, Gerard J.. 2005. "The war on error: psychology and aviation maintenance." Murphy, Peter J. (ed.) Focus on human factors in aviation. Canberra, Australia. Australian Defence Force Directorate of Flying Safety. pp. 78-82
A discriminant analysis of the managers' perceptions of the value of marketing research and its effect on business performance
Ogunmokun, Gabriel, Chin, Iris and McPhail, Janelle. 2005. "A discriminant analysis of the managers' perceptions of the value of marketing research and its effect on business performance." International Journal of Management. 22 (1), pp. 32-40.
Senior consumers' acceptance and adoption of self-service banking technologies: an Australian study
Rose, Janelle and Fogarty, Gerard J.. 2005. "Senior consumers' acceptance and adoption of self-service banking technologies: an Australian study." SERVIG Research Conference 2005. Singapore 02 - 04 Jun 2005 Singapore.
Predicting performance on a situational judgement test: the role of communication skills, listening skills, and expertise
Strahan, Jeanne, Fogarty, Gerard J. and Machin, M. Anthony. 2005. "Predicting performance on a situational judgement test: the role of communication skills, listening skills, and expertise." Katsikitis, Mary (ed.) 40th Australian Psychological Society Annual Conference 2005. Melbourne, Australia 28 Sep - 02 Oct 2005 Melbourne, Australia.
The relationship of work support and work demands to individual outcomes and absenteeism of rural nurses
Machin, M. Anthony, Fogarty, Gerard J. and Albion, Majella J.. 2004. "The relationship of work support and work demands to individual outcomes and absenteeism of rural nurses." 36th Australian Psychological Society Annual Conference. Adelaide, Australia 21 - 24 Sep 2001
Assessing the antecedents of transfer intentions in a training context
Machin, M. Anthony and Fogarty, Gerard J.. 2004. "Assessing the antecedents of transfer intentions in a training context." International Journal of Training and Development. 8 (3), pp. 222-236.
Assessing schematic knowledge of introductory probability theory
Birney, Damian P., Fogarty, Gerard J. and Plank, Ashley. 2005. "Assessing schematic knowledge of introductory probability theory." Instructional Science. 33 (4), pp. 341-366. https://doi.org/10.1007/s11251-005-3198-7
Career decision making for young elite athletes: are we ahead on points?
Albion, Majella J. and Fogarty, Gerard J.. 2005. "Career decision making for young elite athletes: are we ahead on points?" Australian Journal of Career Development. 14 (1), pp. 51-62.
Benchmarking occupational stressors and strain levels for rural nurses and other health sector workers
Albion, Majella J., Fogarty, Gerard J. and Machin, M. Anthony. 2005. "Benchmarking occupational stressors and strain levels for rural nurses and other health sector workers." Journal of Nursing Management. 13 (5), pp. 411-418. https://doi.org/10.1111/j.1365-2834.2005.00538.x
Validation of a computer user satisfaction questionnaire to measure IS success in small business
Armstrong, Bruce, Fogarty, Gerard J., Dingsdag, Don and Dimbleby, Julian. 2005. "Validation of a computer user satisfaction questionnaire to measure IS success in small business." Journal of Research and Practice in Information Technology. 37 (1), pp. 27-42.
Psychological strain mediates the impact of safety climate on maintenance errors
Fogarty, Gerard J.. 2005. "Psychological strain mediates the impact of safety climate on maintenance errors." International Journal of Applied Aviation Studies. 5 (1), pp. 53-64.
Safety climate and the theory of planned behaviour: towards the prediction of unsafe behaviour
Fogarty, Gerard J. and Shaw, Andrew. 2003. "Safety climate and the theory of planned behaviour: towards the prediction of unsafe behaviour." Reddy, P., Langan-Fox, J. and Code, S. (ed.) 5th Australian Industrial and Organisational Psychology Conference 2003: Advancing Creative Solutions in Science and Practice. Melbourne, Australia 26 - 29 Jun 2003 Melbourne, Australia.
Errors, violations, and reporting behaviour in aviation maintenance
Fogarty, Gerard J.. 2003. "Errors, violations, and reporting behaviour in aviation maintenance." Jensen, Richard (ed.) Proceedings of the 12th International Symposium on Aviation Psychology. Dayton, Ohio. Ohio State University Press. pp. 385-390
Modelling errors and violations in high-risk industries
Fogarty, Gerard J. and Worth, Elizabeth. 2003. "Modelling errors and violations in high-risk industries." Katsikitis, Mary (ed.) Proceedings of the 38th Australian Psychological Society Annual Conference. Melbourne, Australia. Australian Psychological Society. pp. 65-69
Confidence in cognition and intrapersonal perception: do we know what we think we know about our own cognitive performance and personality traits?
Baker, Sandra F. and Fogarty, Gerard J.. 2004. "Confidence in cognition and intrapersonal perception: do we know what we think we know about our own cognitive performance and personality traits?" Katsikitis, Mary (ed.) Proceedings of the 39th Australian Psychological Society Annual Conference: Psychological Science in Action. Melbourne, Australia. Australian Psychological Society. pp. 24-28
Analysing Problem Solving Behaviour of Successful and Unsuccessful Statistics Students
Hauff, Helen M. and Fogarty, Gerard J.. 1996. "Analysing Problem Solving Behaviour of Successful and Unsuccessful Statistics Students." Instructional Science. 24 (6), pp. 397-409. https://doi.org/10.1007/BF00125577