Emerging-market consumers’ interactions with banking chatbots

Mogaji, Emmanuel; Balakrishnan, Janarthanan; Nwoba, Arinze Christian; Nguyen, Nguyen Phong

Abstract

Chatbot development and adoption is a growing challenge in emerging markets, which are characterised by a young population structure, low-level internet penetration and a high degree of institutional adversity. The purpose of this study is to explore how consumers in emerging markets interact and engage with banking chatbots when conducting bank transactions. Based on qualitative research using semi-structured interviews with 36 Nigerian residents, this study demonstrates that the four factors of the unified theory of acceptance and use of technology (UTAUT) can explain how emerging-market consumers interact and engage with banking chatbots. While age and technological experience are significant components in facilitating the use of chatbots, perceived expertise, responsiveness and security were found to be particularly important to users. This study delves into user experiences with conversational interfaces, specifically focusing on emerging markets.

Citation

Mogaji, E., Balakrishnan, J., Nwoba, A. C., & Nguyen, N. P. (2021). Emerging-market consumers’ interactions with banking chatbots. Telematics and Informatics, 65, 101711. https://doi.org/10.1016/j.tele.2021.101711

• Journal Article Type: Article
• Acceptance Date: Sep 2, 2021
• Online Publication Date: Sep 13, 2021
• Publication Date: 2021-12
• Deposit Date: Jun 1, 2023
• Journal: Telematics and Informatics
• Print ISSN: 0736-5853
• Publisher: Elsevier
• Peer Reviewed: Peer Reviewed
• Volume: 65
• Article Number: 101711
• Pages: 101711
• DOI: https://doi.org/10.1016/j.tele.2021.101711
• Keywords: Electrical and Electronic Engineering; Computer Networks and Communications
• Additional Information: This article is maintained by: Elsevier; Article Title: Emerging-market consumers’ interactions with banking chatbots; Journal Title: Telematics and Informatics; CrossRef DOI link to publisher maintained version: https://doi.org/10.1016/j.tele.2021.101711; Content Type: article; Copyright: © 2021 Elsevier Ltd. All rights reserved.