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To sustain the competition and cater to the needs of tech-savvy customers, it became imperative for banks to implement AI in service delivery. In this scenario, the present study examined the factors affecting continuance intention (CI) to use AI mobile banking (AIMB) among young users by extending the technology continuance theory (TCT) with AI characters under the stimulus-organism-response framework. We surveyed 715 Gen Y and Gen Z users with AIMB experience. The collected data were analyzed using structural equation modelling. The results show that perceived anthropomorphism and intelligence significantly improve the users’ expectation confirmation and ease of use. Perceived usefulness was neither affected by AI characters nor influenced the CI. Satisfaction and attitude underlined their role in predicting CI. The effect of perceived usefulness on attitude and satisfaction, as well as confirmation on satisfaction, significantly differed between the two generations.
Jisham et al. (Wed,) studied this question.