Artificial Intelligence as Human Substitution? Customer's Perception on The Conversational User Interface in Banking Industry Based on UTAUT Concept

Batara, Daniel Bagana and Moch., Irsad and Ignatius, Hari Santoso Artificial Intelligence as Human Substitution? Customer's Perception on The Conversational User Interface in Banking Industry Based on UTAUT Concept. Review Of Management And Entrepreneurship, 5 (1). pp. 33-44. ISSN 2548-3536

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Abstract

This study aims to analyze the differences in perceptions between customers of Bank Rakyat Indonesia, Bank Negara Indonesia, and Bank Mandiri regarding the use of the conversational user interface of each bank. This study used 58 respondents. The study uses the Kruskal Wallis tech�nique and concluded that there are differences in perceptions between cus�tomers of Bank Rakyat Indonesia, Bank Negara Indonesia, and Bank Mandiri who interact using the conversational user interface facility. Even though it is easy to use, the absence of recommendation from the community and family as well as concerns that the chatbot is unable to provide the right information and solution can result in the reluctance of customers to use these facilities in the future.

Item Type:	Article
Subjects:	H Social Sciences > H Social Sciences (General)
Faculty / Institution:	Fakultas Ekonomika dan Bisnis > Program Studi Akuntansi
Depositing User:	Fakultas Ekonomi
Date Deposited:	01 Jun 2023 06:54
Last Modified:	01 Jun 2023 06:54
URI:	https://eprints.unisbank.ac.id/id/eprint/9540

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