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The supports provided by artificial intelligence to continuous usage intention of mobile banking: evidence from China

Rong-Rong Lin (International Business and Management Research Center, Beijing Normal University at Zhuhai, Zhuhai, China)
Jung-Chieh Lee (International Business and Management Research Center, Beijing Normal University at Zhuhai, Zhuhai, China)

Aslib Journal of Information Management

ISSN: 2050-3806

Article publication date: 5 January 2023

46

Abstract

Purpose

Artificial intelligence (AI) has been widely used as a financial technology (fintech) in the mobile banking (M-banking) domain. However, in the literature, how AI affects users' perceptions of social support and the users' satisfaction and continuance intention (CI) remains unknown. To fill this gap, the two core characteristics of AI, perceived intelligence (PI) and perceived anthropomorphism (PA), are combined with social support theory (SST) (including informational support (IS) and emotional support (ES)) to develop a research model to investigate how PI and PA affect IS and ES, which in turn affect users’ M-banking satisfaction and CI.

Design/methodology/approach

This study adopted a random probability sampling method to collect a total of 360 valid responses to verify the proposed model. Partial least squares (PLS) was employed for data analysis.

Findings

The results showed that PI and PA both have a significant positive impact on consumers' perception of social support (IS and ES). IS was a direct driver of satisfaction and CI. Surprisingly, although ES was positively associated with satisfaction, the study found that higher levels of ES will decrease CI. This study exposed how AI affects consumers’ satisfaction and CI through SST, and the role of AI in M-banking applications has been further confirmed.

Originality/value

This study expanded the SST to creatively integrate with AI features to reveal the impact of PI and PA on IS and ES, which in turn influence users' M-banking usage.

Keywords

Citation

Lin, R.-R. and Lee, J.-C. (2023), "The supports provided by artificial intelligence to continuous usage intention of mobile banking: evidence from China", Aslib Journal of Information Management, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/AJIM-07-2022-0337

Publisher

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Emerald Publishing Limited

Copyright © 2022, Emerald Publishing Limited

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