This paper investigates how AI features influence users' continued intention to use AI-enabled mobile banking apps, using the Expectation Confirmation Model (ECM). A survey of 365 Chinese users reveals that perceived intelligence and anthropomorphism increase user satisfaction through confirmation and perceived usefulness, leading to greater continuance intention. The study contributes theoretically by integrating AI characteristics into the ECM and provides practical guidance for app developers.
Publisher
HUMANITIES AND SOCIAL SCIENCES COMMUNICATIONS
Published On
Jun 17, 2023
Authors
Jung-Chieh Lee, Yuyin Tang, SiQi Jiang
Tags
AI features
user satisfaction
mobile banking
expectation confirmation model
perceived intelligence
anthropomorphism
continuance intention
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