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Publicação
Influence of AI-based features in mobile banking continuance usage: Robo-advisors
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| 1.16 MB | Adobe PDF |
Autores
Orientador(es)
Resumo(s)
The use of mobile apps is increasing across several areas of business, including the banking
industry. Banks have been improving how they provide services to their customers and mobile
apps have allowed them to create a more accessible way to connect with them. One of the
features that users value is robo-advisors, which provide customers with guidance in their
investments. By using the expectation confirmation model, we show the continuance usage of
robo-advisors. The results based on 152 individuals demonstrated that satisfaction and
perceived usefulness of robo-advisors influence continuous usage. Using the mediation effect
of satisfaction, we demonstrate how personalization and perceived anthropomorphism
influence continuous intention.
Descrição
Dissertation presented as the partial requirement for obtaining a Master's degree in Data Science and Advanced Analytics, specialization in Data Science
Palavras-chave
Mobile banking robo-advisors artificial intelligence expectation confirmation model continuous intention to use