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Introducing ATMs in India: a contextual inquiry

DSpace at IIT Bombay

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Field Value
 
Title Introducing ATMs in India: a contextual inquiry
 
Creator DE ANGELI, ANTONELLA
ATHAVANKAR, UDAY
JOSHI, ANIRUDHA
COVENTRY, LYNNE
JOHNSON, GRAHAM
 
Subject customer satisfaction
machine design
social aspects
human computer interaction
 
Description This paper presents a method and results of an ethnographic study aimed at building an understanding of Automatic Teller Machine (ATM) adoption in Mumbai, India. The study combined field observations and semi-structured interviews (N=43) of early ATM adopters, bank customers who do not use ATMs, and people who used the ATM for the first time as part of our research. Data were analysed to identify specific cultural traits that may affect the adoption of ATMs in urban India. Results demonstrated the unique role of the cultural context in affecting users' expectations and behavioural possibilities, thus determining people's response to the machine. This led to the conclusion that an understanding of cultural biases and metaphors can facilitate technology diffusion and acceptance informing design localisation and supporting the development of strategies to motivate and train users.
 
Publisher Elsevier
 
Date 2009-05-11T00:39:15Z
2011-12-08T07:10:04Z
2011-12-26T13:02:00Z
2011-12-27T05:47:50Z
2009-05-11T00:39:15Z
2011-12-08T07:10:04Z
2011-12-26T13:02:00Z
2011-12-27T05:47:50Z
2004
 
Type Article
 
Identifier Interacting with Computers 16(1), 29-44
0953-5438
10.1016/j.intcom.2003.11.003
http://hdl.handle.net/10054/1342
http://dspace.library.iitb.ac.in/xmlui/handle/10054/1342
 
Language en