A mediation model of users' continuous intention towards banker's chatbot - a technology acceptance model
C. Nagadeepa et al.
What the paper says
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 respondents' continuance intention amongst 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 SUS and TTF model with other constructs, and the hypothesis was tested using a structural equation model (SEM). The findings of the study highlighted and confirmed the association among the constructs task technology fit, system usability, perceived usefulness, social influence, on continuance intention and the moderating role of satisfaction in the context of Chabot's usage in banking. By employing a robust research methodology and analysing the obtained results, the study provides valuable insights into the role of TTF, system suitability, perceived usefulness, social influence, and satisfaction as a mediator in shaping users' intention to continue using chatbots.
4 citations
Evidence weight
Balanced mode · F 0.40 / M 0.15 / V 0.05 / R 0.40
| F · citation impact | 0.70 × 0.4 = 0.28 |
| M · momentum | 0.60 × 0.15 = 0.09 |
| V · venue signal | 0.50 × 0.05 = 0.03 |
| R · text relevance † | 0.50 × 0.4 = 0.20 |
† Text relevance is estimated at 0.50 on the detail page — for your query’s actual relevance score, open this paper from a search result.