IDEAS home Printed from https://ideas.repec.org/a/pal/jofsma/v29y2024i3d10.1057_s41264-023-00237-5.html
   My bibliography  Save this article

Why can’t we help but love mobile banking chatbots? Perspective of stimulus-organism-response

Author

Listed:
  • Nitin Upadhyay

    (Indian Institute of Management Jammu)

  • Aakash Kamble

    (FLAME University)

Abstract

In mobile banking, the relationship between consumers and conversational artificial intelligence chatbots (CAIC) is a growing interest. This study delves into consumers’ brand love for these chatbots and examines the factors that influence this love. The study tests the relationships between anthropomorphism, smart experience, and brand love based on 355 banking consumers. According to the findings, anthropomorphism, smart experience, and conversational AI chatbot engagement have a favorable effect on consumers’ interaction with CAIC, resulting in an increase in their brand love. This research offers valuable insights for mobile banking companies looking to increase their customers’ love for their conversational AI chatbots. The findings emphasize the importance of considering anthropomorphism, smart experience, and engagement in designing conversational AI chatbots, as these factors contribute to a meaningful and engaging customer experience.

Suggested Citation

  • Nitin Upadhyay & Aakash Kamble, 2024. "Why can’t we help but love mobile banking chatbots? Perspective of stimulus-organism-response," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 29(3), pages 855-872, September.
    • Handle: RePEc:pal:jofsma:v:29:y:2024:i:3:d:10.1057_s41264-023-00237-5
    DOI: 10.1057/s41264-023-00237-5
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1057/s41264-023-00237-5
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.
    File URL: https://libkey.io/10.1057/s41264-023-00237-5?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    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:pal:jofsma:v:29:y:2024:i:3:d:10.1057_s41264-023-00237-5. 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.

    We have no bibliographic references for this item. You can help adding them by using 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: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.palgrave.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.