IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v16y2024i20p8934-d1499423.html
   My bibliography  Save this article

Artificial Intelligence Adoption in Sustainable Banking Services: The Critical Role of Technological Literacy

Author

Listed:
  • Hengjun Mei

    (Paul Merage School of Business, University of California, Irvine, CA 92697, USA)

  • Simona-Aurelia Bodog

    (Department of Management-Marketing, Faculty of Economic Sciences, University of Oradea, 410087 Oradea, Romania)

  • Daniel Badulescu

    (Department of Economics and Business, Faculty of Economic Sciences, University of Oradea, 410087 Oradea, Romania)

Abstract

This study explores how customers recognize and accept artificial intelligence devices (AIDs) in the realm of sustainable banking services, applying the Artificially Intelligent Device Use Acceptance (AIDUA) model. This research not only seeks to corroborate the AIDUA model in the banking sector, but also aims to enrich it by introducing technological literacy as a moderating factor, particularly in the perspective of sustainable banking. Data were collected through 435 valid, self-administered face-to-face surveys from bank customers in China, determined through convenience sampling. The hypotheses, covering both direct and moderating effects, were examined using structural equation modeling. This study verifies the applicability and reliability of the AIDUA model, in assessing customer acceptance of AIDs within sustainable banking services. The findings indicate that customer acceptance of AIDs unfolds in three distinct phases. Initially, the consumers’ perceptions of social influence (SI), hedonic motivation (HM), and perceived anthropomorphism (PA) positively influence their green performance expectancy (GPE) and green effort expectancy (GEE) concerning AIDs. As a result, greater GPE and GEE among bank customers lead to stronger positive emotions, which greatly contribute to increased AIDs usage and a reduction in resistance to their implementation. Additionally, the findings determine that technological literacy plays a substantial moderating role in the association connecting green performance expectancy and customer emotions in relation to adopting AIDs, thereby highlighting its importance in advancing sustainable banking initiatives.

Suggested Citation

  • Hengjun Mei & Simona-Aurelia Bodog & Daniel Badulescu, 2024. "Artificial Intelligence Adoption in Sustainable Banking Services: The Critical Role of Technological Literacy," Sustainability, MDPI, vol. 16(20), pages 1-25, October.
    • Handle: RePEc:gam:jsusta:v:16:y:2024:i:20:p:8934-:d:1499423
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/16/20/8934/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/16/20/8934/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Song, Christina Soyoung & Kim, Youn-Kyung, 2022. "The role of the human-robot interaction in consumers’ acceptance of humanoid retail service robots," Journal of Business Research, Elsevier, vol. 146(C), pages 489-503.
    2. Markus Blut & Cheng Wang & Nancy V. Wünderlich & Christian Brock, 2021. "Understanding anthropomorphism in service provision: a meta-analysis of physical robots, chatbots, and other AI," Journal of the Academy of Marketing Science, Springer, vol. 49(4), pages 632-658, July.
    3. Yixuan Peng & Sayed Fayaz Ahmad & Ahmad Y. A. Bani Ahmad & Mustafa S. Al Shaikh & Mohammad Khalaf Daoud & Fuad Mohammed Hussein Alhamdi, 2023. "Riding the Waves of Artificial Intelligence in Advancing Accounting and Its Implications for Sustainable Development Goals," Sustainability, MDPI, vol. 15(19), pages 1-12, September.
    4. Mahesh Shaw & Abhijit Majumdar & Kannan Govindan, 2022. "Barriers of social sustainability: an improved interpretive structural model of Indian textile and clothing supply chain," Sustainable Development, John Wiley & Sons, Ltd., vol. 30(6), pages 1616-1633, December.
    5. Chunhao Ma & Jian Ye, 2022. "Linking artificial intelligence to service sabotage," The Service Industries Journal, Taylor & Francis Journals, vol. 42(13-14), pages 1054-1074, October.
    6. Li, ChangZheng & Umair, Muhammad, 2023. "Does green finance development goals affects renewable energy in China," Renewable Energy, Elsevier, vol. 203(C), pages 898-905.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. de Kervenoael, Ronan & Schwob, Alexandre & Hasan, Rajibul & Psylla, Evangelia, 2024. "SIoT robots and consumer experiences in retail: Unpacking repeat purchase intention drivers leveraging computers are social actors (CASA) paradigm," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
    2. Mehmood, Khalid & Kautish, Pradeep & Shah, Tejas R., 2024. "Embracing digital companions: Unveiling customer engagement with anthropomorphic AI service robots in cross-cultural context," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
    3. Darima Fotheringham & Michael A. Wiles, 2023. "The effect of implementing chatbot customer service on stock returns: an event study analysis," Journal of the Academy of Marketing Science, Springer, vol. 51(4), pages 802-822, July.
    4. Xiaodan Zhang, 2024. "RETRACTED ARTICLE: Long-term goal: the role of economic transformation and reorganization in the energy transition," Economic Change and Restructuring, Springer, vol. 57(2), pages 1-19, April.
    5. Fan, Qingzhu & Gao, Wang, 2024. "Climate risk and financial stability: The mediating effect of green credit," Finance Research Letters, Elsevier, vol. 65(C).
    6. Yu, Miaozhi & Wang, Yifan & Umair, Muhammad, 2024. "Minor mining, major influence: Economic implications and policy challenges of artisanal gold mining," Resources Policy, Elsevier, vol. 91(C).
    7. Maggie Wang, Yazhu & Matook, Sabine & Dennis, Alan R., 2024. "Unintended consequences of humanoid service robots: A case study of public service organizations," Journal of Business Research, Elsevier, vol. 174(C).
    8. Aubel Martin & Pikturniene Indre & Joye Yannick, 2022. "Risk Perception and Risk Behavior in Response to Service Robot Anthropomorphism in Banking," Journal of Management and Business Administration. Central Europe, Sciendo, vol. 30(2), pages 26-42, June.
    9. Zhou, Wuhao & Xu, Yuanlu & Zhang, Li & Lin, Huifang, 2023. "Does public behavior and research development matters for economic growth in SMEs: Evidence from Chinese listed firms," Economic Analysis and Policy, Elsevier, vol. 79(C), pages 107-119.
    10. Nika Meyer (née Mozafari) & Melanie Schwede & Maik Hammerschmidt & Welf Hermann Weiger, 2022. "Users taking the blame? How service failure, recovery, and robot design affect user attributions and retention," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(4), pages 2491-2505, December.
    11. Umberto Pernice & Francesca Coccon & Fabienne Horneman & Caterina Dabalà & Silvia Torresan & Laura Puertolas, 2024. "Co-Developing Business Plans for Upscaled Coastal Nature-Based Solutions Restoration: An Application to the Venice Lagoon (Italy)," Sustainability, MDPI, vol. 16(20), pages 1-39, October.
    12. Guo, Yating & Rosland, Anitha & Ishak, Suryati & Muhammad Senan, Mohammad Khair Afham, 2023. "Public spending and natural resources development: A way toward green economic growth in China," Resources Policy, Elsevier, vol. 86(PB).
    13. Busiswe Skosana & Mukwanga W. Siti & Nsilulu T. Mbungu & Sonu Kumar & Willy Mulumba, 2023. "An Evaluation of Potential Strategies in Renewable Energy Systems and Their Importance for South Africa—A Review," Energies, MDPI, vol. 16(22), pages 1-27, November.
    14. Zhong, Xingxing & Zhao, Lei, 2024. "Alternative economic strategies for an ecological resurrection: The case of natural resource markets," Resources Policy, Elsevier, vol. 90(C).
    15. Cao, Feifei, 2023. "Digital financial innovation and renewable electrification: A step toward zero carbon nexus," Renewable Energy, Elsevier, vol. 215(C).
    16. Ertugrul Uysal & Sascha Alavi & Valéry Bezençon, 2022. "Trojan horse or useful helper? A relationship perspective on artificial intelligence assistants with humanlike features," Journal of the Academy of Marketing Science, Springer, vol. 50(6), pages 1153-1175, November.
    17. Jana Holthöwer & Jenny Doorn, 2023. "Robots do not judge: service robots can alleviate embarrassment in service encounters," Journal of the Academy of Marketing Science, Springer, vol. 51(4), pages 767-784, July.
    18. Bai, Rui & Lin, Boqiang, 2023. "Nexus between green finance development and green technological innovation: A potential way to achieve the renewable energy transition," Renewable Energy, Elsevier, vol. 218(C).
    19. Kamoonpuri, Sana Zehra & Sengar, Anita, 2023. "Hi, May AI help you? An analysis of the barriers impeding the implementation and use of artificial intelligence-enabled virtual assistants in retail," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    20. Taqdees Fatima & Bingxiang Li & Shahab Alam Malik & Dan Zhang, 2023. "The Spatial Effect of Industrial Intelligence on High-Quality Green Development of Industry under Environmental Regulations and Low Carbon Intensity," Sustainability, MDPI, vol. 15(3), pages 1-17, January.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jsusta:v:16:y:2024:i:20:p:8934-:d:1499423. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.