English abstract
This study aims to investigate the factors that influence consumers' intention to adopt
artificial intelligence mobile banking chatbots in Oman. A model was proposed through
the integration of Unified Theory of Acceptance and Use of Technology (UTAUT)
model with Technology Readiness Index (TRI) model along with another two external
factors. Nine hundred consumers from Oman participated in the process of data
collection using a quantitative approach (survey). Confirmatory Factor Analysis (CFA)
was used to perform the reliability and validity checks and a structural modeling was
employed to test the research model and hypotheses. The results reveal that 8 out of 9
factors were supported by the study model and one factor showed a non-significant
influence on the Behavioral Intention (BI) to adopt AI mobile banking chatbots.
Specifically, the factors that supported and influenced the consumers to adopt AI mobile
banking chatbots positively are: Effort Expectancy (EE), Innovativeness (IV) on Effort
Expectancy (EE), Innovativeness (IV) on Behavioral Intention (BI), Discomfort (DS) on
Effort Expectancy (EE), Discomfort (DS) on Behavioral Intention (BI), Insecurity (IN)
on Effort Expectancy (EE), Social influence (SI), Facilitating Conditions (FC),
Perceived Security (PS) and Government support (GS). The only factor that showed a
non-significant influence on Behavioral intention (BI) is Insecurity (IN), however, it
indirectly influenced Behavioral Intention (BI) through another construct in an indirect
way. This study will add knowledge to the field of mobile banking chatbots in terms of
future implementation since this is a new concept of automated customer service for the
banks in Oman.
