Drivers of Kiosk Adoption: An Extended TAM Perspective on Digital Readiness, Trust, and Barrier Reduction

As self-service technologies (SSTs) such as kiosks become embedded in service infrastructure, understanding the socio-cognitive drivers of adoption has grown in importance. This study extends the Technology Acceptance Model (TAM) by integrating Digital Readiness (DR), Trust in Technology (TT), Perceived Usefulness (PU), and Perceived Barriers (PB) into a single framework, and tests it using structural equation modeling (SEM) with survey data from 750 kiosk users in China. TT emerges as the strongest direct predictor of intention to use (IU) and also increases PU while reducing PB. The deterrent effect of PB exceeds the positive effect of PU. DR promotes adoption indirectly by raising TT and PU and lowering PB, whereas its direct path to IU is negative, suggesting a tension between readiness and heightened expectations. Multi-group analyses show that non-digital natives and low-frequency users are more sensitive to trust-related factors, whereas digital natives and high-frequency users respond more to barrier reduction. These findings integrate trust and barrier perspectives into TAM and reconceptualize DR as an ambivalent antecedent. Practically, a segment- and journey-oriented design frame centered on trust and friction provides a common reference for aligning kiosk design, KPIs, and investment decisions across industries.