Intelligent Banking Chatbot: Intention to Continue ThroughMillennial Customer Satisfaction in Indonesia Using the TAMMethod

Intelligent Banking Chatbot: Intention to Continue ThroughMillennial Customer Satisfaction in Indonesia Using the TAMMethod

PerceivedUsefulness,PerceivedEaseofUse,ServiceQuality,IntentiontoContinueUsingChatbot

This study examines the impact of perceived usefulness and ease of use on theintentiontocontinueutilizingbankingchatbotsinIndonesia.ThesamplecomprisesGeneration Millennials enrolled in Master's degree programs in Tangerang Raya, BantenProvince. These individuals have utilized the banking chatbots MITA, VIRA, AISYAH,CINTA, and SABRINA. The sample comprised 230 individuals, and the sampling methodemployed was simple random sampling. Data collection employs a survey methodology witha questionnaire instrument. The data underwent processing utilizing path analysis techniquesfacilitated by SPSS Version 26 software. The study yielded findings indicating that bothpartialandsimultaneousjudgmentofusefulnessandeaseofusehadafavorableandsubstantial impact on customer satisfaction and intention to continue. Customer satisfactionwas discovered to impact the level of ongoing interest. Similarly, the ongoing attraction ofmillennials towards utilizing banking chatbots inIndonesia is drivenby their perception ofthe chatbots' usefulness and ease of use, with customer satisfaction as a mediating factor. Thecoefficientofdeterminationforcustomersatisfactionis74.4%,whilethecoefficientofdeterminationfor intention to continue usingchatbots is 83.2%

Humairoh1,NandanLimakrisna2,AnoesyirwanMoeins

https://dinastipub.org/DIJEFA/article/view/2277/1547

UniversitasPersadaIndonesia

27February2024

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