Artificial intelligence-based pre-implementation interventions in users' continuance intention to use mobile banking

Abstract

Artificial intelligence (AI) technology has been applied in mobile banking (M-banking); however, the way that AI features influence users' continuance intention (CI) to adopt mobile banking remains unknown. To address this research gap, two AI-based constructs, namely, perceived intelligence (PInt) and perceived anthropomorphism (PAnt), are added to the unified theory of acceptance and use of technology (UTAUT) as pre-implementation intervention variables to explore users' M-banking CI. A survey research design via a convenience sampling method is utilised, and 318 valid samples are collected for analysis. The primary results show that PInt can increase PAnt and both PInt and PAnt foster users' CI by increasing their performance expectancy (PE) and facilitating conditions (FC). This study contributes to the literature by showing that intelligence and anthropomorphism are critical AI features for users' M-banking CI. Banks should design and offer AI-based intelligent and anthropomorphic applications to promote users' CI in M-banking.