Self-Service Technology Adoption and Post Purchase Intentions

The issue of service delay in most deposit money bank counters in Africa caused by front desk bank employees' slow pace of attending to customers which generates queue and customer complaint is terrible. Most often, customers of some deposit money banks within Port Harcourt complain of long queue in banking premises and how difficult it is to make withdrawal or payment inside the bank due to bank staff slow pace of attending to customers. This act negatively impacts on the post purchase intentions of most of the bank customers who often complain and grumbles. Several of these customers are scared of using online transactions due to fear of being duped by online fraudsters. This study tried to empirically investigate the impact self-service technology such as the banks mobile app and ATM card perceived ease of use, perceived usefulness and perceived low risk by customers of deposit money banks will influence their post purchase intentions.