Autor segons l'article: de Andrés-Sánchez, J; Gené-Albesa, J
Departament: Gestió d'Empreses
Autor/s de la URV: De Andrés Sànchez, Jorge / Gené Albesa, Jaume
Paraules clau: Unified theory of acceptance and use of technology Trust Structural equation modeling Services Risk Pls-sem Partial least squares Mobile-banking Intention Insurtech Insurance Information-technology Fintech Chatbots Banking adoption
Resum: Conversational robots powered by artificial intelligence (AI) are intensively implemented in the insurance industry. This paper aims to determine the current level of acceptance among consumers regarding the use of conversational robots for interacting with insurers and seeks to identify the factors that influence individuals' behavioral intention to engage with chatbots. To explain behavioral intention, we tested a structural equation model based on the Unified Theory of Acceptance and Use of Technology (UTAUT) model. It was supposed that behavioral intention is influenced by performance expectancy, effort expectancy, social influence, and trust, and by the moderating effect of insurance literacy on performance expectancy and effort expectancy. The study reveals a significant overall rejection of robotic technology among respondents. The technology acceptance model tested demonstrates a strong ability to fit the data, explaining nearly 70% of the variance in behavioral intention. Social influence emerges as the most influential variable in explaining the intention to use conversational robots. Furthermore, effort expectancy and trust significantly impact behavioral intention in a positive manner. For chatbots to gain acceptance as a technology, it is crucial to enhance their usability, establish trust, and increase social acceptance among users.
Àrees temàtiques: General business,management and accounting Computer science applications Ciencias sociales Ciência da computação Business, management and accounting (miscellaneous) Business, management and accounting (all) Business
Accès a la llicència d'ús: https://creativecommons.org/licenses/by/3.0/es/
Adreça de correu electrònic de l'autor: jaume.gene@urv.cat jaume.gene@urv.cat jorge.deandres@urv.cat jorge.deandres@urv.cat
Identificador de l'autor: 0000-0002-7715-779X 0000-0002-7715-779X
Data d'alta del registre: 2024-01-27
Versió de l'article dipositat: info:eu-repo/semantics/publishedVersion
URL Document de llicència: http://repositori.urv.cat/ca/proteccio-de-dades/
Referència a l'article segons font original: Journal Of Theoretical And Applied Electronic Commerce Research. 18 (3): 1217-1237
Referència de l'ítem segons les normes APA: de Andrés-Sánchez, J; Gené-Albesa, J (2023). Explaining Policyholders' Chatbot Acceptance with an Unified Technology Acceptance and Use of Technology-Based Model. Journal Of Theoretical And Applied Electronic Commerce Research, 18(3), 1217-1237. DOI: 10.3390/jtaer18030062
DOI de l'article: 10.3390/jtaer18030062
Entitat: Universitat Rovira i Virgili
Any de publicació de la revista: 2023
Tipus de publicació: Journal Publications
Repositori URV