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)


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
Number of pages9
EditionPART 1
ISBN (Electronic)9783540732792
ISBN (Print)9783540732785
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


Conference4th International Conference on Universal Access in Human-Computer Interaction, UAHCI 2007


  • Usability evaluation
  • User perception
  • Chinese individual
  • Automate teller machine
  • Good security


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