{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,9,28]],"date-time":"2025-09-28T15:25:49Z","timestamp":1759073149550,"version":"3.41.2"},"reference-count":58,"publisher":"Emerald","issue":"2","license":[{"start":{"date-parts":[[2011,3,22]],"date-time":"2011-03-22T00:00:00Z","timestamp":1300752000000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2011,3,22]]},"abstract":"<jats:sec><jats:title content-type=\"abstract-heading\">Purpose<\/jats:title><jats:p>The purpose of this paper is to examine the behaviour of Portuguese users and non\u2010users of self\u2010service technologies (SSTs) in banking services.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Design\/methodology\/approach<\/jats:title><jats:p>An empirical study is conducted by means of a survey questionnaire. Data are collected from a sample of 300 respondents chosen to represent the Portuguese adult population in terms of age, gender, and geographical place of residence.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Findings<\/jats:title><jats:p>The results show that Portuguese users of SST banking services are likely to be young to middle\u2010aged individuals, with medium to high levels of education. They have a greater propensity to complain and are more price\u2010sensitive than non\u2010users of such services.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Research limitations\/implications<\/jats:title><jats:p>Only six dimensions of consumer behaviour were investigated: price sensitivity, satisfaction, word\u2010of\u2010mouth, repurchase intention, propensity to change banks, complaint behaviour. Only three forms of SST contact were examined (ATMs, telephone banking, and internet banking). Other behaviours and SSTs could be examined in future research.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Practical implications<\/jats:title><jats:p>Banks investing in SST can expect: more sales (consumers with higher intention to repurchase); more opportunities for service recovery (consumers with higher propensity to complain); and more price competitiveness (more price\u2010sensitive consumer behaviour).<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Originality\/value<\/jats:title><jats:p>This is the first study to examine consumer behaviour among Portuguese customers of SST banking services. The study shows that SST does not ensure consumer satisfaction and positive word\u2010of\u2010mouth; moreover, it is not a barrier to changing banks.<\/jats:p><\/jats:sec>","DOI":"10.1108\/09604521111113465","type":"journal-article","created":{"date-parts":[[2011,3,12]],"date-time":"2011-03-12T07:03:38Z","timestamp":1299913418000},"page":"192-210","source":"Crossref","is-referenced-by-count":17,"title":["A comparison of users and non\u2010users of banking self\u2010service technology in Portugal"],"prefix":"10.1108","volume":"21","author":[{"given":"Jo\u00e3o F.","family":"Proen\u00e7a","sequence":"first","affiliation":[]},{"given":"Maria","family":"Ant\u00f3nia Rodrigues","sequence":"additional","affiliation":[]}],"member":"140","reference":[{"key":"key2022031720372757800_b1","doi-asserted-by":"crossref","unstructured":"Akinci, S., Aksoy, S. and Atilgan, E. 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