Technological Fitness for Usage of Self-Service Technologies in Commercial Banks - A Study of District Amritsar

The sustainability of automated banking is based on individual technology readiness to adopt technology products. Service delivery platforms are customized according to the end users capabilities. This study analyzes consumer’s readiness level for e-lobby banking model to operate self service terminals. Primary data was collected using purposive sampling through e-lobby intercept method from service locations across Amritsar. Cluster analysis has been used to map consumer groups based on technology readiness. This study contributes for the development of future sustainable models of banking with lesser human intervention, operational cost, and risk empowering customers for decision making. The research study has certain limitation. First one is the research study have restricted to commercial banks catering customers using self service terminals only in district Amritsar, Punjab only due to the technical nature of study, secondly the research study has mainly used data from respondents of public sector banks like SBI, PNB, OBC and third is, the sample size taken for research study is two hundred low as compared to the population of Amritsar.