Self-Service Aversion: correlations between Experience Design and rejection of bank ATMs by some users
Abstract
This study addresses people’s resistance to using self-service terminals, especially bank ATMs. Many bank customers prefer seeking assistance from other people or auxiliary professionals when using an ATM. It was observed that this rejection or difficulty of use is not always directly related to bad interface designs of these self-service systems. An in-depth research was conducted, involving observation and a survey on-site at three bank branches in Brazil using the Contextual Inquiry method.The research used the contingency coefficient as a statistical method to determine the magnitude of the correlation between psychological and behavioral factors and ATM aversion.The results verified the existence of Self-service Aversion, which is the tendency of some to prefer human service instead of automated service, and is built upon four main constructs: sense of uncertainty, environment, sense of accountability, and user interface design. It was concluded that user experience is influenced by psychological and behavioral factors, such as expectations, cognition, emotion, motivation, and social context, impacting effectiveness and usability.
Keywords
Full Text:
PDF (Português (Brasil))References
ADLER, P. New technologies, new skills. California management review 29.1,
9-28.
BARBETTA, P. A. Estatística aplicada às ciências sociais. [S.l.]: UFSC, 2008.
BARNARD, Y. et al. Learning to use new technologies by older adults: Perceived
difficulties, experimentation behaviour and usability. Computers in human
behavior 29.4, 2013. 1715-1724.
BUELL, R. W. The parts of customer service that should never be automated.
Harvard Business Review 2018, 2018.
CARLETON, R. N. Fear of the unknown: One fear to rule them all? Journal of
anxiety disorders 41, 2016. 5-21.
CEBECI, U.; ERTUG, A.; TURKCAN, H. Exploring the determinants of intention to
use self-checkout systems in super market chain and its application. Management
Science Letters 10.5, 2020. 1027-1036.
CEBECIA, U.; ERTUGB, A.; TURKCANC, H. Exploring the determinants of
intention to use self-checkout systems in super market chain and its application.
Management Science Letters 10.5, 2020. 1027-1036.
CHRISMAN, S. M. et al. Validation of the Clance imposter phenomenon scale.
Journal of personality assessment 65.3, 1995. 456-467.
CLAYPOOLE, V. L.; SCHROEDER, B. L.; MISHLER, A. D. Keeping in touch:
Tactile interface design for older users. Ergonomics in design 24.1, 2016. 18-24.
CORRÊA, C. M. C. Fatores que participam da tomada de decisão em humanos. Diss.
Universidade de São Paulo, 2011.
Estudos em Design| Revista (online). Rio de Janeiro: v. 31 | n. 2 [2023], p. 63 – 68 | ISSN 1983-196X
COSTA FILHO, B. A. D.; MAZZON, J. A. Automação bancária: uma análise sob
a ótica do cliente. São Paulo. FEA/USP. [S.l.]. 1996.
DAMAZIO, V.; TONETTO, L. M. Design Emocional e Design para o Bem-Estar:
marcos, referências e apontamentos. Estudos em Design 30.1, 2022.
ELLIOTT, K. M.; HALL, M. C. ASSESSING CONSUMERS'PROPENSITY TO
EMBRACE SELF-SERVICE TECHNOLOGIES: ARE THERE GENDER
DIFFERENCES? Marketing Management Journal 15.2, 2005.
FERNANDO, A. D. M.; DINESHA, P. K. C. The influence of technology anxiety
on consumer use of self-service technologies in Sri Lankan banking industry:
Moderating role of demographics. [S.l.]: [s.n.], 2019.
FILHO, A.; FERNANDES, J. O domínio das tecnologias digitais de informação e
de comunicação pelos idosos em caixas eletrônicos de bancos. [S.l.]: [s.n.], 2019.
FLICK, U. Introdução à pesquisa qualitativa. [S.l.]: [s.n.], 2008.
FURNHAM, A. Response bias, social desirability and dissimulation. Personality
and individual differences 7.3, 1986. 385-400.
GAGNÉ, J.-P.; RADOMSKY, A. S. Manipulating beliefs about losing control causes
checking behaviour. Journal of Obsessive-Compulsive and Related Disorders 15,
34-42.
GROONROOS, C. Service management and marketing: managing the moments
of truth in service competition. Massachussetts: Lexington Book, 1990.
HENRIQUE, J. L. Satisfação do usuário com as tecnologias da informação nos
serviços bancários. Universidade Federal do Rio Grande do Sul, Escola de
Administração. [S.l.]. 2001.
HERBERT, A. S. Models of Man. Social and Rational. [S.l.]: [s.n.], 1957.
HILTON, T. et al. Adopting self-service technology to do more with less. Journal of
Services Marketing, 2013.
HOLBROOK, M. B.; HIRSCHMAN, E. C. The experiential aspects of consumption:
Consumer fantasies, feelings, and fun. Journal of consumer research 9.2, 1982.
-140.
JOHNSON, V. L.; WOOLRIDGE, R. W.; BELL, J. R. The impact of consumer
confusion on mobile self-checkout adoption." Journal of Computer Information
Systems 61.1. Journal of Computer Information Systems, p. 76-86, 2021.
KAHNEMAN, D.; TVERSKY, A. Prospect theory: An analysis of decisions under
risk. Econometrica, 1979. 263-291.
Estudos em Design| Revista (online). Rio de Janeiro: v. 31 | n. 2 [2023], p. 63 – 68 | ISSN 1983-196X
KIM, J.; MOON, J. Y. Designing towards emotional usability in customer
interfaces—trustworthiness of cyber-banking system interfaces. Interacting with
computers 10.1, 1998. 1-29.
LATULIPE, C.; DSOUZA, R.; CUMBERS, M. Unofficial Proxies: How Close
Others Help Older Adults with Banking. Proceedings of the 2022 CHI Conference on
Human Factors in Computing Systems. [S.l.]: [s.n.]. 2022.
LAWO, D. et al. Scan&Go: Understanding Adoption and Design of Smartphonebased Self-checkout. Wijnhoven, van Sinderen (Eds.): Proceedings of the 18th
International Conference on e-Business. [S.l.]: [s.n.]. 2021.
LEE, H.-J.; LYU, J. Exploring factors which motivate older consumers’ self-service
technologies (SSTs) adoption. The International Review of Retail, Distribution
and Consumer Research 29.2, 2019. 218-239.
MEUTER, M. L. et al. The influence of technology anxiety on consumer use and
experiences with self-service technologies. Journal of Business Research 56.11,
899-906.
MICK, F.; FOURNIER, S. Technology: the garden of paradox. Harvard Business
Review, 07-08 1998.
MOCHAMA, A. The subjectivity of pestilence in view of the COVID-19. Research
Journal in Advanced Humanities, 2020. 30-44.
NORMAN, D. A. The psychology of everyday things. [S.l.]: Basic Books, 1988.
PARVEEN, S. Technology Acceptance Model and its Scope of Application in
Teaching Practices at Secondary Level. Pakistan Journal of Education 31.2, 2014.
PIRES, P. J. O atendimento humano como suporte e incentivo ao uso do autoatendimento em bancos. Revista da FAE 4.1, 2001.
PITTERI, S.; JÚNIOR, D. N.; ARRUDA, A. G. S. As redes de autoatendimento
bancário e os idosos: quais as características das ATMS que determinam sua
rejeição. Revista Brasileira de Ciências do Envelhecimento Humano 7.1, 2010.
POTER, M. Competição: estratégias competitivas essenciais. [S.l.]: Gulf
Professional Publishing, 1999.
REINSCH JR, N. L. Technology Aversion (With Implications for Education and
Training). Office Systems Research Journal 4.1, 1985. 9-20.
REIS, C. D. F. S.; GONÇALVES, M. C. D. S.; ZAGANELLI, M. V. O idoso e o
acesso aos serviços bancários: estudo de caso sobre a relação entre os serviços de
autoatendimento bancário e a população envelhecida. [S.l.]: [s.n.], 2018. 55-71 p.
RP, S.; CARDOSO, B. L. O Auto-atendimento bancário e a satisfação dos Clientes.
Revista InterAtividade, Andradina 2.1, 2002. 157-167.
Estudos em Design| Revista (online). Rio de Janeiro: v. 31 | n. 2 [2023], p. 63 – 68 | ISSN 1983-196X
SAVIDIS, A.; CONSTANTINE, S. Unified user interface design: designing
universally accessible interactions. Interacting with computers 16.2, 2004. 243-
STERNBERG, R. J. Psicologia cognitiva. [S.l.]: Padova, Italy: Piccin, 2000.
THOMPSON, T.; FOREMAN, P.; MARTIN, F. Impostor fears and perfectionistic
concern over mistakes. Personality and Individual differences 29.4, 2000. 629-
TONETTO, L. M. et al. O papel das heurísticas no julgamento e na tomada de
decisão sob incerteza. Estudos de Psicologia (Campinas) 23, 2006. 181-189.
TVERSKY, A. Elimination by aspects: A theory of choice. Psychological review
4, 1972. 281.
VENKATESH, V. et al. User acceptance of information technology: Toward a
unified view. MIS quarterly, 2003. 425-478.
WALKER, R. H.; JOHNSON, L. W. Why consumers use and do not use
technology‐enabled services. Journal of services Marketing 20.2, p. 125-135, 2006.
WHITESIDE, J.; BENNETT, J.; HOLTZBLATT, K. Usability engineering: Our
experience and evolution. North-Holland: Handbook of
DOI: https://doi.org/10.35522/eed.v31i2.1707
Refbacks
- There are currently no refbacks.
Copyright (c) 2023 Rian Dutra da Cunha, Rodrigo Luis de Souza da Silva
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
Revista Estudos em Design, Rio de Janeiro, RJ, Brasil, ISSN Impresso: 0104-4249, ISSN Eletrônico: 1983-196X
Esta obra está licenciada sob uma licença Creative Commons Atribuição-NãoComercial 4.0 Internacional.