Banking with a Chatbot – A Study on Technology Acceptance

Abstract The implementation of chatbot technology is evolving rapidly in the banking industry, yet customer acceptance behind. aim present paper to identify factors that influence consumers’ intention use applied industry. measurement development and hypotheses were based on model extended with compatibility, customers’ perceived privacy risk awareness service. sample contains 287 respondents, out whom 24% have previously used a chatbot. measure items validated by tested using Partial Least Squares-Structural Equation Modeling (PLS-SEM). findings highlight importance compatibility usefulness adoption technology. Awareness service has an effect ease use, risk, it indirectly affects usage chatbots through usefulness. Also, influences usefulness, both Perceived show no intention.