USER’S CONTINUANCE INTENTION TOWARDS BANKER’S CHATBOT SERVICE – A TECHNOLOGY ACCEPTANCE USING SUS AND TTF MODEL

Nagadeepa C.; Pushpa A.; Jaheer Mukthar K.P.; Rurush-Asencio R.; Sifuentes-Stratti J.; Rodriguez-Kong J. · Studies in Managerial and Financial Accounting (2024) · DOI: 10.1108/s1479-351220240000036006

Resumen

Chatbot technology is growing swiftly across the banking and finance industry. The study aims to explore the influence of Task-Technology Fit (TTF), system suitability, perceived usefulness, social influence and satisfaction on respond-ents’ continuance intention among the chatbot-users. A total of 250 responses were collected using a structured questionnaire via social media across India. The measurement model was proposed based on the system usability (SUS) and TTF model with other constructs, and the hypothesis was tested using a structural equation model. The findings of the study highlighted and confirmed the association among five constructs: TTF, SUS, perceived usefulness, social influence, on satisfaction and continuance intention in the context of chatbots usage in banking.

Instituciones: Universidad Señor de Sipán; Universidad Nacional Santiago Antúnez de Mayolo