Autor según el artículo: de Andrés-Sánchez, J; Gené-Albesa, J
Departamento: Gestió d'Empreses
Autor/es de la URV: De Andrés Sànchez, Jorge / Gené Albesa, Jaume
Palabras clave: 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
Resumen: 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.
Áreas temáticas: General business,management and accounting Computer science applications Ciencias sociales Ciência da computação Business, management and accounting (miscellaneous) Business, management and accounting (all) Business
Acceso a la licencia de uso: https://creativecommons.org/licenses/by/3.0/es/
Direcció de correo del autor: jorge.deandres@urv.cat jorge.deandres@urv.cat jaume.gene@urv.cat jaume.gene@urv.cat
Identificador del autor: 0000-0002-7715-779X 0000-0002-7715-779X
Fecha de alta del registro: 2024-08-03
Versión del articulo depositado: info:eu-repo/semantics/publishedVersion
URL Documento de licencia: https://repositori.urv.cat/ca/proteccio-de-dades/
Referencia al articulo segun fuente origial: Journal Of Theoretical And Applied Electronic Commerce Research. 18 (3): 1217-1237
Referencia 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 del artículo: 10.3390/jtaer18030062
Entidad: Universitat Rovira i Virgili
Año de publicación de la revista: 2023
Tipo de publicación: Journal Publications