Investigating the use and adoption of self-service technology in China

Maryam Aziz*, Zhengjie Liu, Graham I. Johnson, Haixin Zhang, Junliang Chen, Huijuan Wu, Hao Jiang

*Corresponding author for this work

Research output: Chapter in Book/Report/Conference proceedingConference contribution

2 Citations (Scopus)

Abstract

Self-service technology use and adoption can be seen as an evolutionary process. From a conceptual perspective, evolution delivers the growing advantages of self-service. From a practical perspective, evolution is based on user perceptions and attitude toward adopting the technology. Based on the latter perspective of technology adoption, this paper presents an analysis of three empirical studies exploring self-service solutions for Chinese customers. These studies involve several user-centred research methodologies. The studies were carried out as a result of research collaboration between Sino-European Usability Centre (SEUC), Dalian Maritime University, China and Advanced Technology and Research (AT&R), NCR, U.K. The first study investigates the introduction of a basic automated teller machine (ATM) accommodating Chinese user requirement. Findings indicate that the relationship between individuals' pre-adoption and post-adoption perceptions of ATMs was a critical determinant of its continued use. The second study focussed on the functionality of ATMs in terms of using cash deposit solution. The study reports that the successful use of cash deposit was evaluated on the basis of users' understanding of deposit solution. The third study addressed biometric technology use for enhanced security on ATMs. Consistent with previous findings, user perceptions emerged as an important determinant of biometric technology adoption in the Chinese financial market. Based on user perceptions, these studies provide an understanding into the self-service future in China. Several user-centred design guidelines to adapt self-service technology to Chinese user requirements have emerged. Also, these studies offer valuable outcomes in terms of useful insights into the current Chinese banking culture. These insights provide Chinese financial institutions a basis to strategically introduce self-service technology on a broad scale.

Original languageEnglish
Title of host publicationUniversal Access in Human-Computer Interaction
Subtitle of host publicationCoping with Diversity - 4th International Conference on Universal Access in Human-Computer Interaction, UAHCI 2007. Held as Part of HCI Int. 2007 Proc.
EditorsC. Stephanidis
PublisherSpringer
Pages19-27
Number of pages9
EditionPART 1
ISBN (Electronic)9783540732792
ISBN (Print)9783540732785
DOIs
Publication statusPublished - 1 Dec 2007
Externally publishedYes
Event4th International Conference on Universal Access in Human-Computer Interaction, UAHCI 2007 - Beijing, China
Duration: 22 Jul 200727 Jul 2007

Publication series

NameLecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
NumberPART 1
Volume4554 LNCS
ISSN (Print)0302-9743
ISSN (Electronic)1611-3349

Conference

Conference4th International Conference on Universal Access in Human-Computer Interaction, UAHCI 2007
CountryChina
CityBeijing
Period22/07/0727/07/07

Fingerprint

China
Self-service technology
Deposits
Asynchronous transfer mode
Technology adoption
Biometrics
Cash
Technology use
Research collaboration
Banking
Financial institutions
Functionality
User-centered design
Financial markets
Evolutionary processes
Empirical study
Usability

Cite this

Aziz, M., Liu, Z., Johnson, G. I., Zhang, H., Chen, J., Wu, H., & Jiang, H. (2007). Investigating the use and adoption of self-service technology in China. In C. Stephanidis (Ed.), Universal Access in Human-Computer Interaction: Coping with Diversity - 4th International Conference on Universal Access in Human-Computer Interaction, UAHCI 2007. Held as Part of HCI Int. 2007 Proc. (PART 1 ed., pp. 19-27). (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); Vol. 4554 LNCS, No. PART 1). Springer. https://doi.org/10.1007/978-3-540-73279-2_3
Aziz, Maryam ; Liu, Zhengjie ; Johnson, Graham I. ; Zhang, Haixin ; Chen, Junliang ; Wu, Huijuan ; Jiang, Hao. / Investigating the use and adoption of self-service technology in China. Universal Access in Human-Computer Interaction: Coping with Diversity - 4th International Conference on Universal Access in Human-Computer Interaction, UAHCI 2007. Held as Part of HCI Int. 2007 Proc.. editor / C. Stephanidis. PART 1. ed. Springer, 2007. pp. 19-27 (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); PART 1).
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abstract = "Self-service technology use and adoption can be seen as an evolutionary process. From a conceptual perspective, evolution delivers the growing advantages of self-service. From a practical perspective, evolution is based on user perceptions and attitude toward adopting the technology. Based on the latter perspective of technology adoption, this paper presents an analysis of three empirical studies exploring self-service solutions for Chinese customers. These studies involve several user-centred research methodologies. The studies were carried out as a result of research collaboration between Sino-European Usability Centre (SEUC), Dalian Maritime University, China and Advanced Technology and Research (AT&R), NCR, U.K. The first study investigates the introduction of a basic automated teller machine (ATM) accommodating Chinese user requirement. Findings indicate that the relationship between individuals' pre-adoption and post-adoption perceptions of ATMs was a critical determinant of its continued use. The second study focussed on the functionality of ATMs in terms of using cash deposit solution. The study reports that the successful use of cash deposit was evaluated on the basis of users' understanding of deposit solution. The third study addressed biometric technology use for enhanced security on ATMs. Consistent with previous findings, user perceptions emerged as an important determinant of biometric technology adoption in the Chinese financial market. Based on user perceptions, these studies provide an understanding into the self-service future in China. Several user-centred design guidelines to adapt self-service technology to Chinese user requirements have emerged. Also, these studies offer valuable outcomes in terms of useful insights into the current Chinese banking culture. These insights provide Chinese financial institutions a basis to strategically introduce self-service technology on a broad scale.",
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Aziz, M, Liu, Z, Johnson, GI, Zhang, H, Chen, J, Wu, H & Jiang, H 2007, Investigating the use and adoption of self-service technology in China. in C Stephanidis (ed.), Universal Access in Human-Computer Interaction: Coping with Diversity - 4th International Conference on Universal Access in Human-Computer Interaction, UAHCI 2007. Held as Part of HCI Int. 2007 Proc.. PART 1 edn, Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics), no. PART 1, vol. 4554 LNCS, Springer, pp. 19-27, 4th International Conference on Universal Access in Human-Computer Interaction, UAHCI 2007, Beijing, China, 22/07/07. https://doi.org/10.1007/978-3-540-73279-2_3

Investigating the use and adoption of self-service technology in China. / Aziz, Maryam; Liu, Zhengjie; Johnson, Graham I.; Zhang, Haixin; Chen, Junliang; Wu, Huijuan; Jiang, Hao.

Universal Access in Human-Computer Interaction: Coping with Diversity - 4th International Conference on Universal Access in Human-Computer Interaction, UAHCI 2007. Held as Part of HCI Int. 2007 Proc.. ed. / C. Stephanidis. PART 1. ed. Springer, 2007. p. 19-27 (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); Vol. 4554 LNCS, No. PART 1).

Research output: Chapter in Book/Report/Conference proceedingConference contribution

TY - GEN

T1 - Investigating the use and adoption of self-service technology in China

AU - Aziz, Maryam

AU - Liu, Zhengjie

AU - Johnson, Graham I.

AU - Zhang, Haixin

AU - Chen, Junliang

AU - Wu, Huijuan

AU - Jiang, Hao

PY - 2007/12/1

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N2 - Self-service technology use and adoption can be seen as an evolutionary process. From a conceptual perspective, evolution delivers the growing advantages of self-service. From a practical perspective, evolution is based on user perceptions and attitude toward adopting the technology. Based on the latter perspective of technology adoption, this paper presents an analysis of three empirical studies exploring self-service solutions for Chinese customers. These studies involve several user-centred research methodologies. The studies were carried out as a result of research collaboration between Sino-European Usability Centre (SEUC), Dalian Maritime University, China and Advanced Technology and Research (AT&R), NCR, U.K. The first study investigates the introduction of a basic automated teller machine (ATM) accommodating Chinese user requirement. Findings indicate that the relationship between individuals' pre-adoption and post-adoption perceptions of ATMs was a critical determinant of its continued use. The second study focussed on the functionality of ATMs in terms of using cash deposit solution. The study reports that the successful use of cash deposit was evaluated on the basis of users' understanding of deposit solution. The third study addressed biometric technology use for enhanced security on ATMs. Consistent with previous findings, user perceptions emerged as an important determinant of biometric technology adoption in the Chinese financial market. Based on user perceptions, these studies provide an understanding into the self-service future in China. Several user-centred design guidelines to adapt self-service technology to Chinese user requirements have emerged. Also, these studies offer valuable outcomes in terms of useful insights into the current Chinese banking culture. These insights provide Chinese financial institutions a basis to strategically introduce self-service technology on a broad scale.

AB - Self-service technology use and adoption can be seen as an evolutionary process. From a conceptual perspective, evolution delivers the growing advantages of self-service. From a practical perspective, evolution is based on user perceptions and attitude toward adopting the technology. Based on the latter perspective of technology adoption, this paper presents an analysis of three empirical studies exploring self-service solutions for Chinese customers. These studies involve several user-centred research methodologies. The studies were carried out as a result of research collaboration between Sino-European Usability Centre (SEUC), Dalian Maritime University, China and Advanced Technology and Research (AT&R), NCR, U.K. The first study investigates the introduction of a basic automated teller machine (ATM) accommodating Chinese user requirement. Findings indicate that the relationship between individuals' pre-adoption and post-adoption perceptions of ATMs was a critical determinant of its continued use. The second study focussed on the functionality of ATMs in terms of using cash deposit solution. The study reports that the successful use of cash deposit was evaluated on the basis of users' understanding of deposit solution. The third study addressed biometric technology use for enhanced security on ATMs. Consistent with previous findings, user perceptions emerged as an important determinant of biometric technology adoption in the Chinese financial market. Based on user perceptions, these studies provide an understanding into the self-service future in China. Several user-centred design guidelines to adapt self-service technology to Chinese user requirements have emerged. Also, these studies offer valuable outcomes in terms of useful insights into the current Chinese banking culture. These insights provide Chinese financial institutions a basis to strategically introduce self-service technology on a broad scale.

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DO - 10.1007/978-3-540-73279-2_3

M3 - Conference contribution

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SN - 9783540732785

T3 - Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)

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Aziz M, Liu Z, Johnson GI, Zhang H, Chen J, Wu H et al. Investigating the use and adoption of self-service technology in China. In Stephanidis C, editor, Universal Access in Human-Computer Interaction: Coping with Diversity - 4th International Conference on Universal Access in Human-Computer Interaction, UAHCI 2007. Held as Part of HCI Int. 2007 Proc.. PART 1 ed. Springer. 2007. p. 19-27. (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); PART 1). https://doi.org/10.1007/978-3-540-73279-2_3