Understanding older consumers' usage of self-service technologies: test of two models

Paper

McPhail, Janelle, Fogarty, Gerard and Walker, Rhett H.. 2003. "Understanding older consumers' usage of self-service technologies: test of two models." 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, Austalia.
Paper/Presentation Title

Understanding older consumers' usage of self-service technologies: test of two models

Presentation TypePaper
AuthorsMcPhail, Janelle (Author), Fogarty, Gerard (Author) and Walker, Rhett H. (Author)
EditorsGeursen, G., Kennedy, R. and Tolo, M.
Journal or Proceedings TitleProceedings of the Australian and New Zealand Marketing Academy Conference (ANZMAC 2003)
ERA Conference ID76596
Number of Pages8
Year2003
Place of PublicationMelbourne, Austalia
ISBN0868039829
Web Address (URL) of Paperhttp://anzmac.info/conference/2003/papers/SER20_mcphailj.pdf
Conference/EventANZMAC 2003: Celebration of Ehrenberg and Bass: Marketing Discoveries, Knowledge and Contribution
ANZMAC Conference
Event Details
ANZMAC Conference
Australian and New Zealand Marketing Academy Conference
Rank
C
C
Event Details
ANZMAC 2003: Celebration of Ehrenberg and Bass: Marketing Discoveries, Knowledge and Contribution
Parent
ANZMAC Conference
Event Date
01 to end of 03 Dec 2003
Event Location
Adelaide, Australia
Abstract

Self-service technologies play a major role in enabling consumers to perform service delivery themselves. This requires consumers adopting this service delivery process to modify their behaviour, however some consumers may resist change. Evidence of this is particularly strong in
older consumers (plus 50 years of age) where their usage of self-service banking technologies (SSBT's) is considerably lower than for younger consumers. This paper specifically explores the beliefs, attitudes, intentions and usage behaviour of SSBT's by older consumers through the
comparison of the suitability, fit and explanatory power of two existing models, namely the Theory of Planned Behaviour (TPB) (Ajzen 1991) and Technology Acceptance Model (TAM)
(Davis, Bagozzi & Warshaw 1989). Survey methodology approach using a mailed questionnaire to 600 randomly selected respondents resulted in the return of 208 (35%) usable questionnaires. The use of SSBT's varied across the sample with 19% (40) non-users; 19% (40) low users (<
50% use); and 62% (128) moderate to high users (> 60%). The models were tested using AMOS 4.01 (Arbuckle & Wothke 1999), maximum likelihood estimation method. The TAM had a less than acceptable fit resulting in a modified TAM. The Modified TAM when compared with the TPB model had an overall better fit to the data in that all fit statistics were within acceptable limits and similar explanatory power. However, with the addition of two specific belief constructs in the modified TAM, perceived ease of use and perceived usefulness, these constructs provide a richer understanding of the factors that influence attitude (A), behaviour intention (BI) and behaviour (B) of older consumers' usage of SSBT's. Further, the failure of the perceived behavioural control pathway to contribute to the explanation of SSBT behaviour in the TPB model effectively gives the advantage to the Modified TAM. It is primarily for these reasons that the Modified TAM is favoured over the TPB model in this study.

Keywordsself-service banking technologies; theory of planned behaviour; older consumers; technology adoption
ANZSRC Field of Research 2020350602. Consumer-oriented product or service development
520199. Applied and developmental psychology not elsewhere classified
359999. Other commerce, management, tourism and services not elsewhere classified
Public Notes

File reproduced in accordance with the copyright policy of the publisher/author.

Byline AffiliationsDepartment of Marketing and Tourism
Department of Psychology
La Trobe University
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The Stellenbosch Mood Scale: a dual-language measure of mood
Terry, Peter C., Potgieter, Justus R. and Fogarty, Gerard J.. 2003. "The Stellenbosch Mood Scale: a dual-language measure of mood." International Journal of Sport and Exercise Psychology. 1 (3), pp. 231-245.
Research on the Progressive Achievement Tests and academic achievement in secondary schools
Fogarty, Gerard J.. 2007. Research on the Progressive Achievement Tests and academic achievement in secondary schools. Melbourne, Australia. Australian Council for Educational Research.
The accident risk management questionnaire (ARM-Q): a report on two validation studies
Fogarty, Gerard J. and Shardlow, Todd. 2004. "The accident risk management questionnaire (ARM-Q): a report on two validation studies." Katsikitis, Mary (ed.) 39th Australian Psychological Society Annual Conference 2004. Sydney, Australia 29 Sep - 03 Oct 2004 Melbourne, Australia.
Predicting absenteeism and turnover intentions in the health professions
Albion, Majella J., Fogarty, Gerard J., Machin, M. Anthony and Patrick, Jeff. 2008. "Predicting absenteeism and turnover intentions in the health professions." Australian Health Review. 32 (2), pp. 271-281. https://doi.org/10.1071/AH080271
MATLAB in early undergraduate mathematics: an investigation into the effects of scientific software learning
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.
Mature Australian consumers' adoption and consumption of self-service banking technologies
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.
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