| dc.description.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. | en_US |
