Exploring AI-Enabled Mobile Banking Apps and the Continuance Intention to use the Moderating Role of Age

Lee, Ee Chee (2024) Exploring AI-Enabled Mobile Banking Apps and the Continuance Intention to use the Moderating Role of Age. Masters thesis, Tunku Abdul Rahman University of Management and Technology.

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Abstract

This study significantly contributes to the theoretical understanding of cognitive factors and AI features that influence the continued intention to use AI-enabled mobile banking applications (apps) in Malaysia. As Artificial Intelligence (AI) continues its rapid integration across various industries, including banking and finance, AI-powered mobile banking apps have seen a proliferation. However, the adoption and implementation of AI technology in mobile banking apps remain relatively new in the Malaysian context. Moreover, there is a notable gap in existing research regarding the moderating role of age in the relationships between cognitive factors and the intention to continue using such apps, as well as the impact of AI features on this intention. Therefore, this study aims to provide invaluable insights into how cognitive factors and AI features influence users of varying age groups in their intention to continue using AI-enabled mobile banking apps. In a landscape where AI is reshaping user experiences, this research employed a surveybased approach, involving a sample of 398 respondents. Data analysis was conducted using the Statistical Package for the Social Sciences (SPSS). The findings underscore that perceived usefulness, perceived ease of use, perceived enjoyment, and perceived intelligence exhibit positive correlations with the intention to continue using AI-enabled mobile banking applications. Furthermore, age emerges as a significant moderator in these primary relationships. However, it is worth noting that the relationship between perceived anthropomorphism and the intention to continue using AI-enabled mobile banking apps did not yield statistical significance, and age did not significantly moderate the relationship between perceived intelligence and the intention to continue using these AI-enabled mobile banking apps.