This dissertation was written as a part of the MSc in E-business and Digital
Marketing at the International Hellenic University. The summary of the thesis
consists of the following: Firstly, the terms of self-service technologies (SSTs) and etransactions are illustrated, while in the next chapter of the literature review, follows
an in-depth analysis of the multiple models concerning the triggering of intention to
use e-transactions. The research focuses on residents of the city of Thessaloniki
Greece, where a structured questionnaire was distributed through the internet. The
results confirmed the bibliography, where the proposed theoretical model of
Giovanis et al., (2019) indicated statistically significant correlation between the
variables of intention to use and innovativeness, social influence, perceived risk and
perceived trust.
In order to further elaborate on the matter, this research tried to identify the
gap of satisfaction between the expected and received risk and trust of users, before
and after using the e-transaction systems during the COVID-19 reality. The results
indicate significant alteration for the construct of trust, where dissatisfaction was
observed, while no significant result was found concerning the risk construct. As the
COVID-19 pandemic creates a new transactional environment for Greece, a larger
transition to e-commerce is being forced and the necessity to affect the intentions to
use e-transactions is greater than ever. This research could contribute to the market
by providing a context with regards to focusing on aspects that actually affect this
intention.
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