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Determinants of Continuance Intention towards Banks’ Chatbot Services in Vietnam: A Necessity for Sustainable Development

Sustainability, 2021-07, Vol.13 (14), p.7625 [Peer Reviewed Journal]

2021 by the authors. Licensee MDPI, Basel, Switzerland. This article is an open access article distributed under the terms and conditions of the Creative Commons Attribution (CC BY) license (https://creativecommons.org/licenses/by/4.0/). Notwithstanding the ProQuest Terms and Conditions, you may use this content in accordance with the terms of the License. ;ISSN: 2071-1050 ;EISSN: 2071-1050 ;DOI: 10.3390/su13147625

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  • Title:
    Determinants of Continuance Intention towards Banks’ Chatbot Services in Vietnam: A Necessity for Sustainable Development
  • Author: Nguyen, Dung Minh ; Chiu, Yen-Ting Helena ; Le, Huy Duc
  • Subjects: Artificial intelligence ; Banking ; Banking industry ; Banks ; Chatbots ; COVID-19 ; Customer relationship management ; Customer satisfaction ; Customer services ; Information systems ; Multivariate statistical analysis ; Pandemics ; Sustainability ; Sustainable development ; Tourism ; Travel agencies ; Verbal communication
  • Is Part Of: Sustainability, 2021-07, Vol.13 (14), p.7625
  • Description: 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.
  • Publisher: Basel: MDPI AG
  • Language: English
  • Identifier: ISSN: 2071-1050
    EISSN: 2071-1050
    DOI: 10.3390/su13147625
  • Source: Geneva Foundation Free Medical Journals at publisher websites
    ProQuest Databases
    Coronavirus Research Database
    ROAD: Directory of Open Access Scholarly Resources
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