The Investigation of Bank Customers' Intention to Use Intelligent Service Systems

• Main Authors: Yu-Chieh Lin, 林雨潔
• Other Authors: Chorng-Guang Wu
• Format: Others
• Language: zh-TW
• Published: 2017
• Online Access: http://ndltd.ncl.edu.tw/handle/v9dck8

碩士 === 元智大學 === 經營管理碩士班(企業管理與服務科學學程) === 105 === Internet, Smartphones and the other portable devices are quick popularizations, People are increasing their acceptance for mobile banking or use financial services through the portable devices, whether they are at home, office or commuting, the transaction could be proceeded wherever where the network is connected. However, that represented customer comments and problems will enter from the multiple channels, many financial institutions cannot only rely on labor to solve the problems, Sweden has released the Artificial Intelligence virtual customer services system, it can imitate real person have conversations with customers. Therefore, the purpose of this study is to investigate of Bank Customers’ Intention to Use Intelligent Service, further to understand the possibility of Bank4.0(de-banked). This research uses the Unified Theory of Acceptance and Use of Technology (UTAUT) model as a theoretical framework. 229 samples of financial users are collected from the website for statistical analysis to validate the framework and hypothesis. This study finds that Performance Expectancy, Attitude, and Perceived Enjoyment are positive to influence Behavior Intention. Social Influence and Facilitating condition are negative to influence Behavior Intention. Then, based on the results of this study, the results can be used as suggestions and promote in the future. Key words: Fintech, UTAUT, Bank3.0, Bank4.0