User's Continuance Intention Towards Banker's Chatbot Service – A Technology Acceptance Using SUS and TTF Model

Abstract

Chatbot technology is growing swiftly across the banking and finance industry. The study aims to explore the influence of Task-Technology Fit (TTF), system suitability, perceived usefulness, social influence and satisfaction on respondents’ continuance intention among the chatbot-users. A total of 250 responses were collected using a structured questionnaire via social media across India. The measurement model was proposed based on the system usability (SUS) and TTF model with other constructs, and the hypothesis was tested using a structural equation model. The findings of the study highlighted and confirmed the association among five constructs: TTF, SUS, perceived usefulness, social influence, on satisfaction and continuance intention in the context of chatbots usage in banking.

Citation

Nagadeepa, C., Pushpa, A., Mukthar, K.P.J., Rurush-Asencio, R., Sifuentes-Stratti, J. and Rodriguez-Kong, J. (2024), "User's Continuance Intention Towards Banker's Chatbot Service – A Technology Acceptance Using SUS and TTF Model", Hamdan, A., Alareeni, B. and Khamis, R. (Ed.) Digital Technology and Changing Roles in Managerial and Financial Accounting: Theoretical Knowledge and Practical Application (Studies in Managerial and Financial Accounting, Vol. 36), Emerald Publishing Limited, Leeds, pp. 65-77. https://doi.org/10.1108/S1479-351220240000036006