Articles producció científica> Gestió d'Empreses

Not with the bot! The relevance of trust to explain the acceptance of chatbots by insurance customers

  • Identification data

    Identifier: imarina:9366583
  • Authors:

    de Andrés-Sánchez, J
    Gené-Albesa, J
    Humanities & Social Sciences Communications
    10.1057/s41599-024-02621-5
    Humanities & Social Sciences Communications. 11 (1): 110-
  • Others:

    Author, as appears in the article.: de Andrés-Sánchez, J; Gené-Albesa, J
    Department: Gestió d'Empreses
    URV's Author/s: De Andrés Sànchez, Jorge / Gené Albesa, Jaume
    Keywords: Voice assistants User acceptance Services Pls-sem Model Information-technology Engagement Consumers Banking adoption Attitude
    Abstract: Industry 4.0 profoundly impacts the insurance sector, as evidenced by the significant growth of insurtech. One of these technologies is chatbots, which enable policyholders to seamlessly manage their active insurance policies. This paper analyses policyholders' attitude toward conversational bots in this context. To achieve this objective, we employed a structured survey involving policyholders. The survey aimed to determine the average degree of acceptance of chatbots for contacting the insurer to take action such as claim reporting. We also assessed the role of variables of the technology acceptance model, perceived usefulness, and perceived ease of use, as well as trust, in explaining attitude and behavioral intention. We have observed a low acceptance of insureds to implement insurance procedures with the assistance of a chatbot. The theoretical model proposed to explain chatbot acceptance provides good adjustment and prediction capability. Even though the three assessed factors are relevant for explaining attitude toward interactions with conversational robots and behavioral intention to use them, the variable trust exhibited the greatest impact. The findings of this paper have fair potential theoretical and practical implications. They outline the special relevance of trust in explaining customers' acceptance of chatbots since this construct impacts directly on attitude but also perceived usefulness and perceived ease of use. Likewise, improvements in the utility and ease of use of robots are also needed to prevent customers' reluctance toward their services.
    Thematic Areas: Social sciences, interdisciplinary Social sciences (miscellaneous) Social sciences (all) Psychology (miscellaneous) Psychology (all) Humanities, multidisciplinary Economics, econometrics and finance (miscellaneous) Economics, econometrics and finance (all) Business, management and accounting (miscellaneous) Business, management and accounting (all) Arts and humanities (miscellaneous) Arts and humanities (all)
    licence for use: https://creativecommons.org/licenses/by/3.0/es/
    Author's mail: jorge.deandres@urv.cat jorge.deandres@urv.cat jaume.gene@urv.cat jaume.gene@urv.cat
    Author identifier: 0000-0002-7715-779X 0000-0002-7715-779X
    Record's date: 2024-07-20
    Papper version: info:eu-repo/semantics/publishedVersion
    Link to the original source: https://www.nature.com/articles/s41599-024-02621-5
    Licence document URL: http://repositori.urv.cat/ca/proteccio-de-dades/
    Papper original source: Humanities & Social Sciences Communications. 11 (1): 110-
    APA: de Andrés-Sánchez, J; Gené-Albesa, J (2024). Not with the bot! The relevance of trust to explain the acceptance of chatbots by insurance customers. Humanities & Social Sciences Communications, 11(1), 110-. DOI: 10.1057/s41599-024-02621-5
    Article's DOI: 10.1057/s41599-024-02621-5
    Entity: Universitat Rovira i Virgili
    Journal publication year: 2024
    Publication Type: Journal Publications
  • Keywords:

    Arts and Humanities (Miscellaneous),Business, Management and Accounting (Miscellaneous),Economics, Econometrics and Finance (Miscellaneous),Humanities, Multidisciplinary,Psychology (Miscellaneous),Social Sciences (Miscellaneous),Social Sciences, Interdisciplinary
    Voice assistants
    User acceptance
    Services
    Pls-sem
    Model
    Information-technology
    Engagement
    Consumers
    Banking adoption
    Attitude
    Social sciences, interdisciplinary
    Social sciences (miscellaneous)
    Social sciences (all)
    Psychology (miscellaneous)
    Psychology (all)
    Humanities, multidisciplinary
    Economics, econometrics and finance (miscellaneous)
    Economics, econometrics and finance (all)
    Business, management and accounting (miscellaneous)
    Business, management and accounting (all)
    Arts and humanities (miscellaneous)
    Arts and humanities (all)
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