Business

Understanding continuance intention of artificial intelligence (AI)-enabled mobile banking applications: an extension of AI characteristics to an expectation confirmation model

J. Lee, Y. Tang, et al.

Discover how AI features boost user satisfaction and the continued use of mobile banking apps! This research by Jung-Chieh Lee, Yuyin Tang, and SiQi Jiang reveals fascinating insights into user interaction with AI technology, emphasizing the importance of perceived intelligence and anthropomorphism in enhancing app experience. Don’t miss out on these groundbreaking findings!

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Abstract

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

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