Student Online Services Consumption - Routine Practices or - Mistrust to Digital Service?

Oct 15, 2026

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The article studies how students use online services under digitalization, focusing on routine consumption practices and levels of trust in digital service delivery. Using questioning and testing methods, the research identifies differences between students who actively use online services and those who avoid them. Findings show many non-adopters have some prior experience, yet about one-tenth report negative outcomes. Distrust is strongest for money-related operations. Students perceive online services as lower quality and prefer familiar, reliable channels even if it takes more time.

LanguageEnglish

CategoryResearch & Report

FormatPDF

Pages8

Reading Time20 min

AccessFree to download

Abstract

Introduction

Digitalization and service transformation

Concept of consumption and psychology of consumption

Student Online Services Consumption: Routine Practices or Mistrust to Digital Service? Almira R. Bayanova Kazan (Volga region) Federal University, Russia Kazan National Research Technical University named after A. N. Tupolev – KAI, Russia ORCID: 0000-0003-2311-3924 Irina V. Sivova Gzhel State University, Russia ORCID: 0000-0003-1175-6367 Yuliya L. Kamasheva Kazan Innovative University named after V. G. Timiryasov, Russia ORCID: 0000-0002-7695-0155 Olga V. Popova Financial University under the Government of the Russian Federation, Russia ORCID: 0000-0001-8142-0346 Evgeny V. Semyanov Russian New University (RosNOU), Russia ORCID: 0000-0003-1699-6976 Rozalina V. Shagieva Russian Customs Academy, Russia ORCID: 0000-0001-8682-0779 Il’dar M. Yusupov Kazan Innovative University named after V.G. Timiryasov, Russia ORCID: 0000-0002-4361-6142 Received: 29 Apr 2019 Accepted: 15 Jun 2019 Published: 2 Nov 2019 Abstract The article aims to study the practices of students’ use of services in the conditions of digitalization. The leading methods for the study of this problem are the methods of questioning and testing, allowing to make a qualitative analysis of student consumption practices in the conditions of digitization of services. These methods allowed revealing the peculiarities of online consumption practices by students. The authors found that the majority of students who are not actively using online services, to some extent had experience using online services, but almost every tenth of them had negative result. It is established that students are distrustful of new methods to obtain services, especially when it comes to any operations related to money. It is shown that students who do not practice online services have a feeling that the provided online services are of poor quality, and informants are ready to experience some discomfort in exchange for the usual, guaranteed and high quality, in their opinion, service. In addition, students who are not actively using online services note that it is not easy for them to adapt to new technologically advanced things, but the rest of the students believe that they can adapt to innovations, but the way of providing services that is now perceived as traditional one is the most acceptable for them. It is established that the leader in the use of online services is a taxi. This service is used by all students to some extent, followed by the service of food delivery and only then online banking, online shopping and public services. The novelty and originality of the study lies in the fact that the features of consumption practices among students actively practicing online services and avoiding them are revealed. It is established that students who have little recourse to online services are wary of modern services, which is based either on the previous negative experience of use, or on the unsatisfactory experience of friends, believe that those techniques and applications that are now on the market are not optimal for them and the usual methods of obtaining services for them remain more comfortable and familiar, even though more time spent on obtaining a particular service. The practical significance lies in the fact that the data obtained in the work can be used in social psychology, age psychology, labor psychology, management, sociology, as well as for further theoretical development of this issue. Keywords: students, consumption, Internet, e-Commerce INTRODUCTION The twenty-first century is a time of breakthrough technologies and enormous changes in all spheres of human life. Every person is faced with the need to use modern technology every day. All spheres of public life have to adapt to the rapidly developing and rapidly changing world around us (Alisov et al., 2018; Cherdymova et al., 2018; Radaev, Kotelnikova & Markin, 2009; Vasbieva et al., 2018) . Digital technology has become an integral part of our lives and the very th

FAQs

What is the article’s main goal regarding students and online services?

To study students’ service use practices under digitalization and analyze how consumption patterns differ. The research also examines students’ trust and perceptions of service quality.

Which research methods are used to study student online service consumption?

The study uses questioning and testing, enabling qualitative analysis of students’ consumption practices in digitized service conditions.

What services do students use most when relying on online options?

Taxi services are reported as the leading online service used by all students to some extent. This is followed by food delivery, with online banking, online shopping, and public services used later.

Oct 15, 2026

Upload by nayy☆