Factors Impacting The Adoption Intention Of Chatbot Services In The Banking Industry In Vietnam

Abstract

Numerous sectors, particularly the banking industry, have used intelligent technology in implementing a chatbot into their customer support activities in order maximize the customer experience and achieve the goal of sustainable growth. This study applied the UTAUT model and Perceived Risk variable to examine the factors that affect users' intentions to use chatbot services in the banking sector in Vietnam. Using SPSS, a statistical analysis of the 228 survey responses that made up the data set was conducted. According to the findings, Performance Expectancy (PE), Social Influence (SI), Facilitating Control (FC), Effort Expectancy (EE) and Perceived Risk (PR) all had a significant impact on respondents' intentions to use chatbots in the banking sector. The study's conclusions give financial service providers substantial insight into how to increase their customer's propensity for utilizing chatbots. These observations can act as a starting point for the creation of long-lasting growth.