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

Auteurs Guido Ongena , Sanne Staat , Pascal Ravesteijn
Gepubliceerd in International Journal of Public Administration in the Digital Age
Publicatiedatum 25 september 2020
Lectoraat Procesinnovatie & informatiesystemen
Soort publicatie Artikel

Samenvatting

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."

Aan deze publicatie werkten mee

  • Guido Ongena | onderzoeker | Procesinnovatie en Informatiesystemen
    Guido Ongena
    • Onderzoeker
    • Lectoraten: Procesinnovatie & informatiesystemen
  • Pascal Ravesteijn | lector | Procesinnovatie en Informatiesystemen
    Pascal Ravesteijn
    • Lector
    • Lectoraten: Procesinnovatie & informatiesystemen

Taal Engels
Gepubliceerd in International Journal of Public Administration in the Digital Age
Jaar en volume 7 3
Trefwoorden SST, Technology Adoption, Adoption Self-Service, Empirical Examination, Housing Corporations, Public Sector, Self-Service, Self-Service Technology
Digital Object Identifier https://doi.org/10.4018/ijpada.2020070102
Paginabereik 32-46

Guido Ongena

Guido Ongena | onderzoeker | Procesinnovatie en Informatiesystemen

Guido Ongena

  • Onderzoeker
  • Lectoraat: Procesinnovatie & informatiesystemen