Electronic Resource

Article - Determinants of Continuance Intention towards Banks’ Chatbot Services in Vietnam: A Necessity for Sustainable Development Vol: 13 (Issue): 14 Hal: 7625

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To improve customer experience and achieve sustainable development, many industries,
especially banking, have leveraged artificial intelligence to implement a chatbot into their customer
service. By integrating DeLone and McLean’s information systems success (D&M ISS) model and
the expectation confirmation model (ECM) with the factor of trust, the aim of this study was to
investigate the determinants of users’ continuance intentions towards chatbot services in the context
of banking in Vietnam. A total of 359 questionnaire surveys were collected from a real bank’s
chatbot users and analyzed using structural equation modeling. The findings revealed that users’
continuance intentions towards the banks’ chatbot services were influenced by satisfaction, trust, and
perceived usefulness, of which trust had the strongest effect. The results also indicate that information
quality, system quality, service quality, and confirmation of expectations had significant effects on
three drivers of continuance intention in different ways. Our study contributes to the literature by
providing a more comprehensive viewpoint to understand the perceptions and reactions of chatbot
users in the post-adoption stage. The results of this study also yield several key suggestions for
banking service providers on how to increase their customers’ intentions to continue using chatbot
services, serving as a basis for long-term and sustainable development strategies in the current
digital era.

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

332.102 85 NGU d

Penerbit

: MDPI (Multidisciplinary Digital Publishing Institute)., 2021

Deskripsi Fisik

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Bahasa

English

ISBN/ISSN

2071-1050

Klasifikasi

332.102 85 NGU d

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

Vol: 13 (Issue): 14 Hal: 7625

Subjek

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Info Detail Spesifik

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Pernyataan Tanggungjawab

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Versi lain/terkait

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