The Impact of Consumer Innovation Resistance Factors on Resistance Attitudes Toward Bank Smart Service Terminals

As artificial intelligence technology continues to penetrate and integrate with the banking industry, intelligent service terminals have become a crucial means for banks to achieve digital and intelligent transformation. At the same time, however, a significant “adoption gap” persists between rapid technological iteration and widespread user acceptance. Consumers’ hesitation, distrust, and even explicit resistance have emerged as core bottlenecks constraining the realization of technology’s potential. To systematically analyze this phenomenon, this study integrates the theory of status quo bias with innovation resistance theory to construct an explanatory model. It identifies five categories of barriers—usage, value, risk, tradition, and image—and analyzes how these barriers trigger user resistance and influence their willingness to adopt the technology. The study also explores the moderating role of the need for human interaction in this process. To address these practical issues, this research employs questionnaire surveys and structural equation modeling to reveal the causes, formation processes, and effects of user resistance toward bank intelligent service terminals. The findings provide a theoretical basis and practical guidance for optimizing terminal design, formulating differentiated promotion strategies, and building a human-machine collaborative service ecosystem within the banking industry.