Purpose The purpose of this paper is to investigate the multidimensional concept mobile banking service quality (security/privacy, practicity, design/aesthetics, enjoyment and sociality) impact latter on relationship (commitment, trust satisfaction) between consumers their primary financial institution. Design/methodology/approach An online survey was conducted using a sample 375 respondents, all owners device accustomed conducting activities platforms. Results were analyzed structural...

Abstract Consumers sometimes describe their experience of interacting with artificial intelligence‐based human‐like chatbots as creepy. This study investigates the antecedents creepiness (i.e., chatbot's usability, privacy concerns, and user variables such technology anxiety need for human interaction) its impact on consumer loyalty. Grounded in paradox, it deepens understanding light theoretical underpinnings paradox cynicism. Presented task obtaining a car insurance quote, 430 consumers...

Purpose This study aims to examine the relationships between brand attachment, mobile service quality (MSQ), and positive word-of-mouth (WOM) for banking applications (m-banking apps). Design/methodology/approach An online survey was conducted among 759 Canadian consumers who had used m-banking apps in previous six months. To test research hypotheses, a causal model using structural equation modeling developed. Findings The results reveal that, context, attachment is associated with three...

Purpose This study aims to examine the antecedents of privacy concerns in era artificial intelligence. Specifically, it focuses on impact various factors related interactions with a chatbot (creepiness and perceived risk) individual traits (familiarity chatbots need for privacy) relation when interacting context financial services. The moderating effect gender these relationships was also examined. Design/methodology/approach A total 430 Canadians responded an online questionnaire after...

By 2030, global financial technology (fintech) revenues are expected to surpass $1.5 trillion US dollars, driven by the increasing adoption of digital services worldwide (eMarketer, 2023). The rapid advancement artificial intelligence (AI) has significantly contributed fintech industry thrust (Kasmon et al., 2024) which in turn, radically transformed sector (Sahabuddin 2023; Jang 2021). literature established that can be effective improving how customers experience service and product offers...

Retailers are increasingly using self-service technologies (SSTs) in-store. However, their impacts not well known. The objective of this study is to establish whether the use SST and its key characteristics (perceived ease (PEOU) perceived usefulness (PU)) has a significant effect on customer experience (i.e., cognitive, affective, sensory, behavioral social dimensions). these dimensions satisfaction positive word-of-mouth (WOM) intent were also investigated. We conducted an in-store...

A generic model of assistance for telelearning actors is presented. The help system described by this can be linked to any distributed or local computer environment, regardless type knowledge domain and online users (learner, designer, tutor, teacher, etc.) using the system. guides these offering advice adapting interface according their preferences those a work team, task progress, interaction and/ history utilized functions in identifies various components such proposes several typologies...

Even though 56 per cent of Canadian Internet users conduct banking transactions on mobile devices, most studies still focus factors governing its adoption rather than use. To better understand what means, the tablet versus smartphone experience is compared using a sample 375 respondents. Survey results show that experience, socially friendly, frustrating when conducted smartphone. This paper describes how, despite specific characteristics and benefits associated with each device, there no...

This research investigates the issue of conducting heuristic inspections along an extended array dimensions that includes often ignored considerations such as motivational and persuasive factors. Two objectives are pursued: to offer a comprehensive perspective on different approaches their evolution in last decades since emergence, propose approach integrates criteria. The motivation for proposed issues faced also discussed. Cette recherche porte sur l’inspection heuristique des interfaces...

Widely studied in traditional advertising contexts, research on brand placement is still scarce videogame streaming platforms such as Twitch. These environments combining video games and social media, this article investigates the impact of product branding using eye tracking. Similar to Twitch content, a was made professional gamer's session with Hearthstone. The randomly presented or without 40 subjects, followed by questionnaire. results demonstrate that, it captures attention viewers,...

Le recours aux assistants virtuels (AV) pour les services consommateurs ne cesse de croître, et l’industrie touristique fait pas exception à ce phénomène. Réalisée auprès personnes 45 ans moins, cette étude montre l’importance l’utilité du plaisir perçus d’un chatbot accroître l’ intention d’adoption. Pour sa part, la facilité d’utilisation perçue n’a d’effet. Cette recherche confirme le rôle modérateur l’expérience antérieure avec un AV alors que l’effet perçu sur l’intention d’adoption est...

In order to improve human-computer interaction, eye-tracking measures and physiological reactions are combined the context of navigation structure actions analyze emotional state users. Understanding affective is essential interaction design systems. domain e-commerce those techniques being used informally observe interactions during systems or for research, more systematic methods necessary efficiently highlight important aspects reactions. More so help interpret it complete with...

This study present an integrative model incorporating key consumer characteristics (shopping motivations, need for touch, and perceived risk) as drivers/barriers of e-commerce in the footwear industry. An online survey was conducted using a sample 4,203 customers global retailer. The validated across cultural/gender segments.