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The introduction of self-service technologies (SSTs) in the banking industry has been emerging as one of the significant business drivers that facilitate customers in operating their bank accounts. Considering this, the present study has made an attempt to pierce the existing literature with reference to the adoption of SSTs among banking customers. Particularly, the intent of the present article is to explore various personal (e.g., optimism, socioeconomic characteristics) and technology characteristics (e.g., perceived usefulness, perceived ease of use) that affect the acceptance of SSTs among the banking customers. Based on a review of the literature, a conceptual model for SST adoption has been proposed, thereby suggesting a roadmap for future research based on the gaps identified in the research concerning this area.

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The present attempt has made an effort to analyze the adoption pattern of internet banking among banking customers in India. To serve the purpose, primary research has been conducted and the responses have been collected from the banking customers residing at 12 different cities in India. The results have depicted that although the customers in India are using internet services widely yet the said services are not being used optimally for all the intended purposes. Further, it has also been found that internet banking services are not being rated very much effective on the dimensions, namely, safety & security and customization. Based on the instances found in the present composition, various suggestions have been made which will enable banks to deeply penetrate internet banking services among the customers in India.