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Prognosticating anthropomorphic chatbots' usage intention as an e-banking customer service gateway: cogitations from Zimbabwe

Prognosticating anthropomorphic chatbots' usage intention as an e-banking customer service gateway: cogitations from Zimbabwe

Purpose The purpose of this article is to investigate the factors that explain the reasons why customers may be willing to use chatbots in Zimbabwe as an e-banking customer service gateway, an area that remains under researched. Design/methodology/approach The research study applied a cross-s...

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Bibliographic Details
Main Authors: Brighton Nyagadza, Asphat Muposhi, Gideon Mazuruse, Tendai Makoni, Tinashe Chuchu, Eugine T. Maziriri, Anyway Chare
Other Authors: Department of Marketing, Faculty of Agribusiness and Entrepreneurship, Marondera University of Agricultural Sciences and Technology, Marondera, Zimbabwe
Format: research article
Language:English
Published: Emerald Publishing Limited 2023
Subjects:
Anthropomorphism
Chatbots
E-Customer service
Customer experience (CX)
Digital Marketing
E-banking
User experience (UX)
New digital technologies
Online Access:https://cris.library.msu.ac.zw//handle/11408/5393
https://doi.org/10.1108/PRR-10-2021-0057
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https://cris.library.msu.ac.zw//handle/11408/5393
https://doi.org/10.1108/PRR-10-2021-0057