Welcome to the InfoSci Platform
Reference Hub1
Factors Affecting the Adoption of Self-Service Technology (SST) in the Public Sector: An Empirical Examination of Housing Corporations

Factors Affecting the Adoption of Self-Service Technology (SST) in the Public Sector: An Empirical Examination of Housing Corporations

Guido Ongena, Sanne Staat, Pascal Ravesteijn
Copyright: © 2020 |Volume: 7 |Issue: 3 |Pages: 15
ISSN: 2334-4520|EISSN: 2334-4539|EISBN13: 9781799808251|DOI: 10.4018/IJPADA.2020070102
Cite Article Cite Article

MLA

Ongena, Guido, et al. "Factors Affecting the Adoption of Self-Service Technology (SST) in the Public Sector: An Empirical Examination of Housing Corporations." IJPADA vol.7, no.3 2020: pp.32-46. http://doi.org/10.4018/IJPADA.2020070102

APA

Ongena, G., Staat, S., & Ravesteijn, P. (2020). Factors Affecting the Adoption of Self-Service Technology (SST) in the Public Sector: An Empirical Examination of Housing Corporations. International Journal of Public Administration in the Digital Age (IJPADA), 7(3), 32-46. http://doi.org/10.4018/IJPADA.2020070102

Chicago

Ongena, Guido, Sanne Staat, and Pascal Ravesteijn. "Factors Affecting the Adoption of Self-Service Technology (SST) in the Public Sector: An Empirical Examination of Housing Corporations," International Journal of Public Administration in the Digital Age (IJPADA) 7, no.3: 32-46. http://doi.org/10.4018/IJPADA.2020070102

Export Reference

Mendeley
Favorite Full-Issue Download

Abstract

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.