Factors Influencing Usage Intentions Towards a Self-service Kiosk with Biometric Authentication.

Date
2022-01-04
Authors
Obermeier, Gabriele
Klingersberger, Jasmin
Auinger , Andreas
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Abstract
Self-service technologies have developed as helpful tools in our everyday lives while constantly being adapted to meet new challenges and requirements in today’s world. This study explores the factors influencing usage intentions towards a self-service kiosk with biometric authentication in a retail context. A quantitative study with 28 participants was conducted in a laboratory environment. Participants were asked to purchase a SIM card at a self-service kiosk. The findings revealed that convenience and relative advantage had a strong impact on usage intention. In contrast, functionality and security concerns towards biometric authentication showed no significant effects. In addition, the results indicate that usage intention affected positive word of mouth. Further analysis revealed that usage intention mediated the relationship between the significant influence factors (i.e., convenience, relative advantage) and word of mouth.
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Keywords
Human-Computer Interaction in the Digital Economy, biometricauthentication, customerbehavior, satisfaction, selfservicekiosk, selfservicetechnology
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