Dublin Core The Dublin Core metadata element set is common to all Omeka records, including items, files, and collections. For more information see, http://dublincore.org/documents/dces/. Title A name given to the resource Articles Article Faculty Publications -Articles Dublin Core The Dublin Core metadata element set is common to all Omeka records, including items, files, and collections. For more information see, http://dublincore.org/documents/dces/. Title A name given to the resource Will Users Continue Using Banking Chatbots? The Moderating Role of Perceived Risk Subject The topic of the resource banking; Chatbot service quality; continuance intention; perceived risk; post-acceptance model of IS continuance Description An account of the resource AI-powered chatbots have become game-changers for the financial industry. They enable banks to boost customer engagement and improve operational efficiency by lowering the traditional cost of customer support. This study analyses the impact of perceived service quality dimensions on user confirmation, satisfaction and use continuance. The present study also analyses the moderating effect of perceived risk on the relationship between user confirmation, satisfaction and chatbots use continuance. A total of 447 customers, all residing in the Indian city of Bengaluru and having recently used banking chatbot services, were surveyed. Partial least squares structural equation modelling is used to examine the relationships between the variables used in the study. Findings from the study show that all five chatbot service quality dimensions (reliability, interactivity, assurance, responsiveness and understandability) significantly impact the users post-use confirmation, influencing their satisfaction and continuance behaviour. Perceived risk negatively moderates the relationship between user confirmation and user satisfaction. Chatbot service developers and e-service providers can leverage these findings to understand user expectations from chatbots. They will also be helpful to other service sectors, such as insurance, travel and tourism, hospitality and healthcare. 2023 Fortune Institute of International Business. Creator An entity primarily responsible for making the resource Mehrolia S.; Alagarsamy S.; Moorthy V.; Jeevananda S Source A related resource from which the described resource is derived FIIB Business Review Publisher An entity responsible for making the resource available Sage Publications India Pvt. Ltd Date A point or period of time associated with an event in the lifecycle of the resource 2023-01-01 Identifier An unambiguous reference to the resource within a given context <a href="https://doi.org/10.1177/23197145231169900" target="_blank" rel="noreferrer noopener">https://doi.org/10.1177/23197145231169900</a> <br /><br /><a href="https://www.scopus.com/inward/record.uri?eid=2-s2.0-85159041213&amp;doi=10.1177%2F23197145231169900&amp;partnerID=40&amp;md5=3607bd5fcbf76a7055dc6a1f8ab19415" target="_blank" rel="noreferrer noopener">https://www.scopus.com/inward/record.uri?eid=2-s2.0-85159041213&amp;doi=10.1177%2f23197145231169900&amp;partnerID=40&amp;md5=3607bd5fcbf76a7055dc6a1f8ab19415</a> Rights Information about rights held in and over the resource Restricted Access Relation A related resource ISSN: 23197145 Format The file format, physical medium, or dimensions of the resource Online Language A language of the resource English Type The nature or genre of the resource Article Coverage The spatial or temporal topic of the resource, the spatial applicability of the resource, or the jurisdiction under which the resource is relevant Mehrolia S., School of Business and Management, Christ University, Karnataka, Bengaluru, India; Alagarsamy S., School of Business, Manipal Academy of Higher Education, Dubai, United Arab Emirates; Moorthy V., School of Business and Management, Christ University, Karnataka, Bengaluru, India; Jeevananda S, School of Business and Management, Christ University, Karnataka, Bengaluru, India