Title: A mediation model of users' continuous intention towards banker's chatbot - a technology acceptance model

Authors: C. Nagadeepa; A. Pushpa; K.P. Jaheer Mukthar

Addresses: Kritu Jayanti College Autonomous, Kothanur, Bengaluru, India ' Kritu Jayanti College Autonomous, Kothanur, Bengaluru, India ' Kritu Jayanti College Autonomous, Kothanur, Bengaluru, India

Abstract: 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.

Keywords: chatbot; task-technology fit; TTF; system usability; perceived usefulness; mediation effect.

DOI: 10.1504/IJEBANK.2024.136835

International Journal of Electronic Banking, 2024 Vol.4 No.2, pp.138 - 153

Received: 31 Dec 2022
Accepted: 06 Jul 2023
Published online: 22 Feb 2024 *

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