The role of post‐training self‐efficacy in customers' use of self service technologies

Abstract

Purpose – The current study aims to investigate the role of post‐training self‐efficacy in influencing customer perceptions and usage of self‐service technologies (SSTs). Specifically, the aim is to propose that high post‐training self‐efficacy will reduce technology anxiety and hence increase perceptions of ease of use associated with SSTs.Design/methodology/approach – A self‐checkout machine in a library setting served as the study context. A total of 131 subjects were randomly assigned to two training groups (written instructions and a demonstration).Findings – The results partially support the research hypotheses and suggest that post‐training self‐efficacy has a positive impact on customer satisfaction and ease of use. Ease of use, in turn, increased customer intention to reuse SSTs while decreasing technology anxiety.Research limitations/implications – The study has a relatively small sample size and only two training methods were tested. A control group should be included in future research.Origina...