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

Pascal Ravesteijn, Guido Ongena, Sanne Staat

OAI: oai:igi-global.com:264240 • DOI: 10.4018/IJPADA.2020070102

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-ofmouth and should therefore stimulated.

Public & Sector Management Government and Law Electronic Government