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Explaining Policyholders' Chatbot Acceptance with an Unified Technology Acceptance and Use of Technology-Based Model

  • Datos identificativos

    Identificador: imarina:9330511
    Autores:
    de Andrés-Sánchez, JGené-Albesa, J
    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.
  • Otros:

    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
  • Palabras clave:

    Business,Business, Management and Accounting (Miscellaneous),Computer Science Applications
    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
    General business,management and accounting
    Computer science applications
    Ciencias sociales
    Ciência da computação
    Business, management and accounting (miscellaneous)
    Business, management and accounting (all)
    Business
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