Emerging-market consumers’ interactions with banking chatbots

Exploring medical students' intention to use of ChatGPT from a programming course: a grounded theory study in China

BACKGROUND

In interdisciplinary general education courses, medical students face the daunting challenge of learning programming due to academic pressure, cognitive biases, and differences in thinking patterns. ChatGPT provides an effective way for people to acquire knowledge, improve learning efficiency, and quality.

OBJECTIVE

To explore whether medical students can be assisted in learning programming with the help of ChatGPT, it is necessary to investigate their experience and perception of using ChatGPT, and to study which factors influence their willingness to use ChatGPT.

METHODS

Drawing on the grounded theory research paradigm, this paper constructs a research model of the influencing factors of ChatGPT usage willingness for medical students in programming courses through the analysis of interview data from 30 undergraduate medical students. It analyzes and discusses the cognition and influencing factors of medical students' willingness to use ChatGPT in programming learning.

RESULTS

The willingness to use ChatGPT in programming learning is divided into three types based on the students' subjective degree of use: active use, neutral use, and negative use. It is also found that individual factors, technical factors, information factors, and environmental factors are four important dimensions affecting the willingness to use ChatGPT.

CONCLUSIONS

Based on the analysis of influencing factors, strategies and suggestions such as preventing risks and focusing on ethical education, cultivating critical thinking and establishing a case library, and personalized teaching to enhance core literacy in programming are proposed.

Understanding older adults' acceptance of Chatbots in healthcare delivery: an extended UTAUT model

Background

Chatbots are increasingly integrated into the lives of older adults to assist with health and wellness tasks. This study aimed to understand the factors that enhance older adults' acceptance of chatbots in healthcare delivery.

Methods

This study proposed an extended Unified Theory of Acceptance and Use of Technology model (UTAUT), including aging factors of perceived physical condition, self-actualization needs, and technology anxiety. The model was tested by PLS (Partial Least Squares) with data collected from 428 Chinese citizens aged 60 and above.

Results

The results reveal that performance expectancy, effort expectancy, and social influence significantly affected older adults' behavioral intention to use chatbots. The facilitating conditions, self-actualization needs, and perceived physical condition significantly affected the actual use behavior of chatbots by older adults, whereas technology anxiety did not. Furthermore, the influence of effort expectancy and social influence on behavioral intention were moderated by experience.

Conclusion

The behavioral intentions of older adults with low experience are more strongly influenced by social influences and effort expectancy. Furthermore, healthcare providers, designers, and policymakers should emphasize the impact of facilitating conditions, self-actualization needs, and perceived physical conditions on chatbot applications among older adults.

Gender effect in human-machine communication: a neurophysiological study

Purpose

This study aimed to investigate the neural mechanism by which virtual chatbots' gender might influence users' usage intention and gender differences in human-machine communication.

Approach

Event-related potentials (ERPs) and subjective questionnaire methods were used to explore the usage intention of virtual chatbots, and statistical analysis was conducted through repeated measures ANOVA.

Results/findings

The findings of ERPs revealed that female virtual chatbots, compared to male virtual chatbots, evoked a larger amplitude of P100 and P200, implying a greater allocation of attentional resources toward female virtual chatbots. Considering participants' gender, the gender factors of virtual chatbots continued to influence N100, P100, and P200. Specifically, among female participants, female virtual chatbots induced a larger P100 and P200 amplitude than male virtual chatbots, indicating that female participants exhibited more attentional resources and positive emotions toward same-gender chatbots. Conversely, among male participants, male virtual chatbots induced a larger N100 amplitude than female virtual chatbots, indicating that male participants allocated more attentional resources toward male virtual chatbots. The results of the subjective questionnaire showed that regardless of participants' gender, users have a larger usage intention toward female virtual chatbots than male virtual chatbots.

Value

Our findings could provide designers with neurophysiological insights into designing better virtual chatbots that cater to users' psychological needs.

The Moderating Effects of Gender and Study Discipline in the Relationship between University Students' Acceptance and Use of ChatGPT

The intensive adoption of ChatGPT by university students for learning has encouraged many scholars to test the variables that impact on their use of such AI in their learning. This study adds to the growing body of studies, especially in relation to the moderating role of students' gender and their study discipline in their acceptance and usage of ChatGPT in their learning process. This study expanded the Unified Theory of Acceptance and Use of Technology (UTAUT) by integrating gender as well as study disciplines as moderators. The study collected responses from students in Saudi universities with different study disciplines and of different genders. The results of a structural model using Smart PLS showed a significant moderating effect of gender on the relationship between performance expectancy and ChatGPT usage. The results confirmed that the impact of performance expectancy in fostering ChatGPT usage was stronger in male than in female students. Moreover, social influence was shown to significantly affect males more than females in relation to ChatGPT usage. In addition, the findings showed that study discipline significantly moderates the link between social influence and ChatGPT usage. In the same vein, social influence significantly influences ChatGPT use in social sciences more than in applied sciences. Hence, the various implications of the study were discussed.

"Chatting with ChatGPT": Analyzing the factors influencing users' intention to Use the Open AI's ChatGPT using the UTAUT model

Open AI's ChatGPT has emerged as a popular AI language model that can engage in natural language conversations with users. Based on a qualitative research approach using semistructured interviews with 32 ChatGPT users from India, this study examined the factors influencing users' acceptance and use of ChatGPT using the unified theory of acceptance and usage of technology (UTAUT) model. The study results demonstrated that the four factors of UTAUT, along with two extended constructs, i.e. perceived interactivity and privacy concerns, can explain users' interaction and engagement with ChatGPT. The study also found that age and experience can moderate the impact of various factors on the use of ChatGPT. The theoretical and practical implications of the study were also discussed.

Use of chatbots for customer service in MSMEs

Purpose

This research work aims to arise from developing new communication channels for customer service in micro, small and medium enterprises (MSMEs), such as chatbots. In particular, the results of the usability testing of three chatbots implemented in MSMEs are presented.

Design/methodology/approach

The methodology employed includes participants, chatbot development platform, research methodology, software development methodology and usability test to contextualize the study's results.

Findings

Based on the results obtained from the System Usability Scale (SUS) and considering the accuracy of the chatbot's responses, it is concluded that the level of satisfaction in using chatbots is high; therefore, if the chatbot is well integrated with the communication systems/channels of the MSMEs, the client receives an excellent, fast and efficient service.

Originality/value

The paper analyzes chatbots for customer service and presents the usability testing results of three chatbots implemented in MSMEs.

Attitude Towards Using Fintech Services: Digital Immigrants Versus Digital Natives

As information technologies continue to evolve, the gap between those who were born before (digital immigrants) and after (digital natives) the technology revolution continues to widen. Building on the technology acceptance model, we examine the determinants and influences on attitudes towards using FinTech services and analyze differences in attitudes between the two categories of consumers. The results show the relevance of digital literacy, financial literacy, perceived ease of use and the personal habits of consumers in prompting a positive attitude towards the use of FinTech services. Digital natives have stronger personal habits oriented towards information systems; they rate their own levels of digital literacy higher and also perceive ease of use in FinTech. Digital immigrants rate their levels of financial literacy higher. The research highlights the relevance of improving the financial literacy of digital natives and the digital literacy of digital immigrants. Moreover, it is important to investigate further measures that would increase the perceived ease of use of FinTech by digital immigrants.

Investigating the Impact of Resilience, Responsiveness, and Quality on Customer Loyalty of MSMEs: Empirical Evidence

Due to the importance of the micro, small, and medium-sized enterprises (MSMEs) sector and the negative implications of COVID-19, which resulted in decreasing resource availability, shortages of supply, declining consumer demand and requirements, and a lack of consumer satisfaction and loyalty, this research investigates the impact of resilience, responsiveness, and quality on customer loyalty in MSMEs. An online questionnaire was conducted on MSMEs’ end consumers in the Egyptian context. The analysis was conducted through Amos and SPSS, and the research hypotheses were tested through covariance-based structural equation modelling for 891 valid questionnaires. The findings exposed that there is a positive significant impact for operational resilience (flexibility and technology adoption), responsiveness (delivery fulfillment and speed and after-sale service), and product/service quality on customer loyalty in terms of behavioral, attitudinal dimensions. It contributes to understanding how MSMEs could enhance their sustainable performance (resilience, responsiveness, quality) to reach better customer loyalty. This research presents insights on how the MSMEs sector can adapt to the dynamic business environment in terms of COVID-19 crisis and consumer behavior, which has changed the nature and needs of the market and consumers. In addition, this research extends the theories of Resource-Based View (RBV), Dynamic Capability View (DCV), and Theory of Consumption Value (TCV) in an empirical contribution through filling the gap in understanding consumers’ needs in terms of resilience, responsiveness, and quality.