RETRACTED: Innovation adoption across self-service banking technologies in India (Retracted Article)

Purpose - The purpose of this paper is to analyze the various antecedent beliefs predicting customers' attitudes toward, and adoption of, self-service technologies (SSTs) available in the banking industry. Design/methodology/approach - A descriptive research design with survey approach is used to develop and test a conceptual model of adoption for all three self-service banking technologies (SSBTs). Findings - The results of the comparative analysis showed that antecedent beliefs affecting adopters' attitude vary across different SSBTs. It extends and tests the technology acceptance model (TAM) by including two additional antecedents from the theories of adoption behavior. Research limitations/implications - All three SSBTs included in the paper are from the banking industry, which limits the generalizability of the findings to other industries. Many other limitations were also reported. Practical implications - The findings reveal why and how customers decide to adopt different SSBTs and why a few SSBTs are more widely accepted than others. The practicality of the findings guides managers and designers of technological interfaces. Social implications - People will also benefit from the effective implementation of SSTs. Originality/value - This study stands out as one of the early studies to empirically examine the antecedents-attitude-intention relationship across different SSBTs available in Indian banking industry.