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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| Format: | research article |
| Language: | English |
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Emerald Publishing Limited
2023
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| Online Access: | https://cris.library.msu.ac.zw//handle/11408/5393 https://doi.org/10.1108/PRR-10-2021-0057 |
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| author | Brighton Nyagadza Asphat Muposhi Gideon Mazuruse Tendai Makoni Tinashe Chuchu Eugine T. Maziriri Anyway Chare |
| author2 | Department of Marketing, Faculty of Agribusiness and Entrepreneurship, Marondera University of Agricultural Sciences and Technology, Marondera, Zimbabwe |
| author_facet | Department of Marketing, Faculty of Agribusiness and Entrepreneurship, Marondera University of Agricultural Sciences and Technology, Marondera, Zimbabwe Brighton Nyagadza Asphat Muposhi Gideon Mazuruse Tendai Makoni Tinashe Chuchu Eugine T. Maziriri Anyway Chare |
| author_sort | Brighton Nyagadza |
| collection | DSpace |
| description | 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-sectional survey of 430 customers from five selected commercial banks conducted in Harare, the capital city of Zimbabwe. Hypotheses were tested using structural equation modelling.
Findings
The research study showed that a counterintuitive intention to use chatbots is directly affected by chatbots' expected performance, the habit of using them and other factors.
Research limitations/implications
To better appreciate the current research concept, there is a need to replicate the same study in other contexts to enhance generalisability.
Practical implications
Chatbots are a trending new technology and are starting to be increasingly adopted by banks and they have to consider that customers need to get used to them.
Originality/value
This study contributes to bridging the knowledge gap as it investigates the factors that explain why bank customers may be willing to use chatbots in five selected commercial Zimbabwean banks. This is a pioneering study in the context of a developing economy such as Zimbabwe. |
| format | research article |
| id | ir-11408-5393 |
| institution | My University |
| language | English |
| publishDate | 2023 |
| publisher | Emerald Publishing Limited |
| record_format | dspace |
| spelling | ir-11408-53932023-03-11T07:12:21Z Prognosticating anthropomorphic chatbots' usage intention as an e-banking customer service gateway: cogitations from Zimbabwe Brighton Nyagadza Asphat Muposhi Gideon Mazuruse Tendai Makoni Tinashe Chuchu Eugine T. Maziriri Anyway Chare Department of Marketing, Faculty of Agribusiness and Entrepreneurship, Marondera University of Agricultural Sciences and Technology, Marondera, Zimbabwe Department of Information and Marketing Sciences, Faculty of Business Sciences, Midlands State University, Gweru, Zimbabwe Teaching and Learning Institute (TLI), Marondera University of Agricultural Sciences and Technology, Marondera, Zimbabwe Department of Mathematics and Computer Science, Great Zimbabwe University, Masvingo, Zimbabwe Marketing Division, School of Business Sciences, University of the Witwatersrand, Johannesburg, South Africa Department of Business Management, Faculty of Economic and Management Sciences, University of the Free State, Bloemfontein, South Africa Department of Marketing, Faculty of Agribusiness and Entrepreneurship, Marondera University of Agricultural Sciences and Technology, Marondera, Zimbabwe Anthropomorphism Chatbots E-Customer service Customer experience (CX) Digital Marketing E-banking User experience (UX) New digital technologies 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-sectional survey of 430 customers from five selected commercial banks conducted in Harare, the capital city of Zimbabwe. Hypotheses were tested using structural equation modelling. Findings The research study showed that a counterintuitive intention to use chatbots is directly affected by chatbots' expected performance, the habit of using them and other factors. Research limitations/implications To better appreciate the current research concept, there is a need to replicate the same study in other contexts to enhance generalisability. Practical implications Chatbots are a trending new technology and are starting to be increasingly adopted by banks and they have to consider that customers need to get used to them. Originality/value This study contributes to bridging the knowledge gap as it investigates the factors that explain why bank customers may be willing to use chatbots in five selected commercial Zimbabwean banks. This is a pioneering study in the context of a developing economy such as Zimbabwe. 2023-03-11T07:12:21Z 2023-03-11T07:12:21Z 2022-03-18 research article https://cris.library.msu.ac.zw//handle/11408/5393 https://doi.org/10.1108/PRR-10-2021-0057 en PSU Research Review 2398-4007 open Emerald Publishing Limited |
| spellingShingle | Anthropomorphism Chatbots E-Customer service Customer experience (CX) Digital Marketing E-banking User experience (UX) New digital technologies Brighton Nyagadza Asphat Muposhi Gideon Mazuruse Tendai Makoni Tinashe Chuchu Eugine T. Maziriri Anyway Chare Prognosticating anthropomorphic chatbots' usage intention as an e-banking customer service gateway: cogitations from Zimbabwe |
| title | Prognosticating anthropomorphic chatbots' usage intention as an e-banking customer service gateway: cogitations from Zimbabwe |
| title_full | Prognosticating anthropomorphic chatbots' usage intention as an e-banking customer service gateway: cogitations from Zimbabwe |
| title_fullStr | Prognosticating anthropomorphic chatbots' usage intention as an e-banking customer service gateway: cogitations from Zimbabwe |
| title_full_unstemmed | Prognosticating anthropomorphic chatbots' usage intention as an e-banking customer service gateway: cogitations from Zimbabwe |
| title_short | Prognosticating anthropomorphic chatbots' usage intention as an e-banking customer service gateway: cogitations from Zimbabwe |
| title_sort | prognosticating anthropomorphic chatbots' usage intention as an e-banking customer service gateway: cogitations from zimbabwe |
| topic | Anthropomorphism Chatbots E-Customer service Customer experience (CX) Digital Marketing E-banking User experience (UX) New digital technologies |
| url | https://cris.library.msu.ac.zw//handle/11408/5393 https://doi.org/10.1108/PRR-10-2021-0057 |
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