Zacytuj

Akturan, U., Tezcan, N. (2012). Mobile banking adoption of the youth market: Perceptions and intentions. Marketing Intelligence and Planning, 30(4).10.1108/02634501211231928 Search in Google Scholar

Al-somali, S. A., Gholami, R., Clegg, B. (2009). An investigation into the acceptance of online banking in Saudi Arabia. Technovation, 29(2), 130–141.10.1016/j.technovation.2008.07.004 Search in Google Scholar

Alalwan, A. A., Dwivedi, Y. K., Rana, N. P., Algharabat, R. (2018). Examining factors influencing Jordanian customers’ intentions and adoption of internet banking: Extending UTAUT2 with risk. Journal of Retailing and Consumer Services, 40.10.1016/j.jretconser.2017.08.026 Search in Google Scholar

Almahri, F. A. J., Bell, D., Merhi, M. (2020). Understanding Student Acceptance and Use of Chatbots in the United Kingdom Universities: A Structural Equation Modelling Approach. 6th International Conference on Information Management (ICIM), 284–288.10.1109/ICIM49319.2020.244712 Search in Google Scholar

Arif, I., Afshan, S., Sharif, A. (2016). Resistance to Mobile Banking Adoption in a Developing Country : Evidence from Modified TAM. Journal of Finance and Economics Research, 1(1), 25–42.10.20547/jfer1601104 Search in Google Scholar

Bala, K., Kumar, M., Hulawale, S., Pandita, S. (2017). Chat-bot for college management system using AI. International Research Journal of Engineering and Technology, 4(11). Search in Google Scholar

Business Insider. (2021, January 13). Artificial Intelligence in Banking 2021: How Banks Use AI. https://www.businessinsider.com/ai-in-banking-report Search in Google Scholar

Cardona, R. D., Werth, O., Schönborn, S., Breitner, M. H. (2019). A Mixed Methods Analysis of the Adoption and Diffusion of Chatbot Technology in the German Insurance Sector A. 25th Americas Conference on Information Systems (AMCIS), January. Search in Google Scholar

Curs BNR. (2020). Lista bancilor din Romania. https://www.cursbnr.ro/lista-banci Search in Google Scholar

Davis, F. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319–340.10.2307/249008 Search in Google Scholar

Farah, M. F., Hasni, M. J. S., Abbas, A. K. (2018). Mobile-banking adoption: empirical evidence from the banking sector in Pakistan. International Journal of Bank Marketing, 36(7).10.1108/IJBM-10-2017-0215 Search in Google Scholar

Fishbein, M., Ajzen, I. (1975). Belief, Attitude, Intention, and Behavior: An Introduction to Theory and Research. Addison-Wesley. Search in Google Scholar

Forza, C., Filippini, R. (1998). TQM impact on quality conformance and customer satisfaction: A causal model. International Journal of Production Economics, 55(1).10.1016/S0925-5273(98)00007-3 Search in Google Scholar

Gefen, D., Karahanna, E., Straub, D. W. (2003). Trust and tam in online shopping: AN integrated model. MIS Quarterly: Management Information Systems, 27(1). Search in Google Scholar

Giovanis, A., Athanasopoulou, P., Assimakopoulos, C., Sarmaniotis, C. (2019). Adoption of mobile banking services: A comparative analysis of four competing theoretical models. International Journal of Bank Marketing, 37(5), 1165–1189.10.1108/IJBM-08-2018-0200 Search in Google Scholar

Giovanis, A. N., Binioris, S., Polychronopoulos, G. (2012). An extension of TAM model with IDT and security/privacy risk in the adoption of internet banking services in Greece. EuroMed Journal of Business, 7(1), 24–53.10.1108/14502191211225365 Search in Google Scholar

Guesalaga, R. (2016). The use of social media in sales: Individual and organizational antecedents, and the role of customer engagement in social media. Industrial Marketing Management, 54, 71–79.10.1016/j.indmarman.2015.12.002 Search in Google Scholar

Gupta, A., Sharma, D. (2019). Customers’ Attitude towards Chatbots in Banking Industry of India. International Journal of Innovative Technology and Exploring Engineering, 8(11). Search in Google Scholar

Hair, J. F., Hult, G. T. M., Ringle, C. M., Sarstedt, M. (2017). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM). Second Edition. In California: Sage. Search in Google Scholar

Hanafizadeh, P., Khedmatgozar, H. R. (2012). The mediating role of the dimensions of the perceived risk in the effect of customers’ awareness on the adoption of Internet banking in Iran. Electronic Commerce Research, 12(2).10.1007/s10660-012-9090-z Search in Google Scholar

Henseler, J., Ringle, C. M., Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1).10.1007/s11747-014-0403-8 Search in Google Scholar

Juniper Research. (2020). Chatbots, a Game Changer for Banking & Healthcare. https://www.juniperresearch.com/press/press-releases/chatbots-a-game-changer-for-banking-healthcare Search in Google Scholar

Koenig-Lewis, N., Palmer, A., Moll, A. (2010). Predicting young consumers’ take up of mobile banking services. International Journal of Bank Marketing, 28(5).10.1108/02652321011064917 Search in Google Scholar

Kolodinsky, J. M., Hogarth, J. M., Hilgert, M. A. (2004). The adoption of electronic banking technologies by US consumers. International Journal of Bank Marketing, 22(4).10.1108/02652320410542536 Search in Google Scholar

Laumer, S., Maier, C., Fabian, G. (2020). Chatbot acceptance in healthcare: Explaining user adoption of conversational agents for disease diagnosis. 27th European Conference on Information Systems - Information Systems for a Sharing Society, ECIS 2019. Search in Google Scholar

Li, J. P., Kishore, R. (2006). How robust is the UTAUT instrument? A multigroup invariance analysis in the context of acceptance and use of online community weblog systems. SIGMIS CPR’06 - Proceedings of the 2006 ACM SIGMIS CPR Conference, 2006. Search in Google Scholar

Martins, C., Oliveira, T., Popovič, A. (2014). Understanding the internet banking adoption: A unified theory of acceptance and use of technology and perceived risk application. International Journal of Information Management, 34(1).10.1016/j.ijinfomgt.2013.06.002 Search in Google Scholar

McKinsey. (2020). Digital adoption through COVID-19 and beyond | McKinsey. https://www.mckinsey.com/business-functions/mckinsey-digital/our-insights/the-covid-19-recovery-will-be-digital-a-plan-for-the-first-90-days Search in Google Scholar

Melián-González, S., Gutiérrez-Taño, D., Bulchand-Gidumal, J. (2021). Predicting the intentions to use chatbots for travel and tourism. Current Issues in Tourism, 24(2), 192–210.10.1080/13683500.2019.1706457 Search in Google Scholar

Moldovan, I.-Z., Săplăcan, Z. (2018). What makes Romanians to bank on their smarthphones? Determinants of mobile banking adoption. Studia UBB Negotia, LXIII(1), 5–33. https://econpapers.repec.org/RePEc:bbn:journl:2018_1_1_moldovan10.24193/subbnegotia.2018.1.01 Search in Google Scholar

Moore, C. G., Benbasat, I. (1991). Development of an Instrument to Measure the Perceptions of Adopting an Information Technology Innovation. In Information Systems Research (Vol. 2, Issue 3, pp. 192–222).10.1287/isre.2.3.192 Search in Google Scholar

Mordor Intelligence. (2019). Chatbot Market - Growth, Trends, COVID-19 Impact, and Forecasts (2021 - 2026). https://www.mordorintelligence.com/industry-reports/chatbot-market Search in Google Scholar

Nguyen, Q. N., Sidorova, A. (2017). AI capabilities and user experiences: a comparative study of user reviews for assistant and non-assistant mobile apps. AMCIS 2017 - America’s Conference on Information Systems: A Tradition of Innovation, 2017-August, 1–10. Search in Google Scholar

Pikkarainen, T., Pikkarainen, K., Karjaluoto, H., Pahnila, S. (2004). Consumer acceptance of online banking: An extension of the technology acceptance model. In Internet Research (Vol. 14, Issue 3).10.1108/10662240410542652 Search in Google Scholar

Quah, J. T. S., Chua, Y. W. (2019). Chatbot assisted marketing in financial service industry. Lecture Notes in Computer Science (Including Subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics), 11515 LNCS.10.1007/978-3-030-23554-3_8 Search in Google Scholar

Richad, R., Vivensius, V., Sfenrianto, S., Kaburuan, E. R. (2019). Analysis of factors influencing millennial’s technology acceptance of chatbot in the banking industry in Indonesia. International Journal of Civil Engineering and Technology, 10(4), 1270–1281.10.34218/IJM.10.3.2019.011 Search in Google Scholar

Ringle, C. M., Wende, S., Becker, J.-M. (2015). SmartPLS 3. Bönningstedt: SmartPLS. Retrieved From. Search in Google Scholar

Rogers, E. M. (1983). Difiusion of innovations. New York: Free Press. Search in Google Scholar

Safeena, R., Date, H., Kammani, A., Hundewale, N. (2012). Technology Adoption and Indian Consumers: Study on Mobile Banking. International Journal of Computer Theory and Engineering.10.7763/IJCTE.2012.V4.630 Search in Google Scholar

Sarbabidya, S., Saha, T. (2020). Role of Chatbot in Customer Service: A Study from the Perspectives of the Banking Industry of Bangladesh. International Review of Business Research Papers, 16(1). Search in Google Scholar

Sathye, M. (1999). Adoption of Internet banking by Australian consumers: an empirical investigation. International Journal of Bank Marketing, 17(7), 324–334.10.1108/02652329910305689 Search in Google Scholar

Schierz, P. G., Schilke, O., Wirtz, B. W. (2010). Understanding consumer acceptance of mobile payment services: An empirical analysis. Electronic Commerce Research and Applications, 9(3). https://doi.org/10.1016/j.elerap.2009.07.00510.1016/j.elerap.2009.07.005 Search in Google Scholar

Shaikh, A. A., Karjaluoto, H. (2015). Telematics and Informatics Mobile banking adoption: A literature review. In Telematics and Informatics (Vol. 32, Issue 1, pp. 129–142). Elsevier Ltd.10.1016/j.tele.2014.05.003 Search in Google Scholar

Shankar, A., Kumari, P. (2016). Journal of Internet Banking and Commerce Factors Affecting Mobile Banking Adoption Behavior in India. Journal of Internet Banking and Commerce, 21(1). Search in Google Scholar

Tabachnick, B. G., Fidell, L. S. (2007). Using Multivariate Statistics. In Boston: Pearson Allyn and Bacon (5th ed.). MA: Pearson. Search in Google Scholar

Tarbal, J. (2020). Chatbots in Financial Services: Benefits, Use Cases & Key Features | 2020. https://www.artificial-solutions.com/blog/chatbots-financial-services-benefits-use-cases Search in Google Scholar

Trivedi, J. (2019). Examining the Customer Experience of Using Banking Chatbots and Its Impact on Brand Love: The Moderating Role of Perceived Risk. Journal of Internet Commerce, 18(1).10.1080/15332861.2019.1567188 Search in Google Scholar

Venkatesh, Thong, Xu. (2012). Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology. MIS Quarterly, 36(1).10.2307/41410412 Search in Google Scholar

Venkatesh, V., Davis, F. D. (2000). Theoretical extension of the Technology Acceptance Model: Four longitudinal field studies. Management Science, 46(2).10.1287/mnsc.46.2.186.11926 Search in Google Scholar

Venkatesh, V., Morris, M. G., Davis, G. B., Davis, F. D. (2003). User acceptance of information technology: Toward a unified view. MIS Quarterly: Management Information Systems, 27(3). Search in Google Scholar

Vieira, A., Sehgal, A. (2017). How banks can better serve their customers through artificial techniques. In Digital Marketplaces Unleashed. Search in Google Scholar

Yang, S., Lu, Y., Gupta, S., Cao, Y., Zhang, R. (2012). Mobile payment services adoption across time: An empirical study of the effects of behavioral beliefs, social influences, and personal traits. Computers in Human Behavior, 28(1).10.1016/j.chb.2011.08.019 Search in Google Scholar

Yang, Y., Liu, Y., Li, H., Yu, B. (2015). Understanding perceived risks in mobile payment acceptance. Industrial Management & Data Systems, 115(2), 253–269.10.1108/IMDS-08-2014-0243 Search in Google Scholar

Yousafzai, S. Y. (2012). A literature review of theoretical models of Internet banking adoption at the individual level. In Journal of Financial Services Marketing (Vol. 17, Issue 3, pp. 215–226).10.1057/fsm.2012.19 Search in Google Scholar