Title: Banking on bots: examining user satisfaction and continuance intention of chatbots using multi-group analysis and necessary condition analysis

Authors: Sushant Saklani; Devkant Kala

Addresses: School of Business, UPES, Dehradun, 248007, India ' School of Business, UPES, Dehradun, 248007, India

Abstract: This study investigates factors influencing user satisfaction in banking chatbot interactions and their impact on users' intention to continue using chatbots. Employing a TAM-ISSM integrated model, data from 401 Indian banking chatbot users were analysed using PLS-SEM. Multi-group analysis (MGA) and necessary conditions analysis (NCA) were utilised to explore generational differences and identify must-have determinants of user satisfaction with chatbots. The findings indicate that information quality, service quality, perceived ease of use, and perceived usefulness positively affect user satisfaction. However, system quality and perceived enjoyment showed no significant impact on satisfaction. MGA results underscore significant differences in perceived ease of use between Gen Z and Gen Y users. NCA identifies service quality as a critical determinant for user satisfaction. This research integrates TAM-ISSM perspectives with PLS-SEM, MGA, and NCA methodologies, contributing valuable insights for banks and chatbot developers aiming to enhance user satisfaction and retention in emerging markets.

Keywords: chatbot; bank; customer satisfaction; continuance intention; India; multi-group analysis; MGA; necessary conditions analysis; NCA.

DOI: 10.1504/IJEB.2026.150467

International Journal of Electronic Business, 2026 Vol.21 No.1, pp.111 - 134

Received: 04 Oct 2024
Accepted: 07 Nov 2024
Published online: 15 Dec 2025 *

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