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All Journal Almana : Jurnal Manajemen dan Bisnis
Nur'aeni
Universitas Ma’soem
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Extending the Technology Acceptance Model: The Role of Trust and Privacy Concerns in AI Chatbot Adoption for Islamic Mobile Banking Adi Indradi; Nur'aeni; Hasti Pramsti Kusnara; Ade Iskandar Nasution; Lina Artika Sobirin
Almana : Jurnal Manajemen dan Bisnis Vol. 10 No. 2 (2026): August
Publisher : Bandung: Prodi Manajemen FE Universitas Langlangbuana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36555/almana.v10i2.3046

Abstract

The background of this research is to developthe Technology Acceptance Model (TAM) by integratingthe variables of trust and privacy concern to analyze theinfluence of perceived usefulness, perceived ease of use,trust, and privacy concern on customers' attitudes andintentions to use AI chatbots in Sharia mobile banking. Aquantitative research design was employed, and datawere collected via an online survey from 292 activemobile-banking users of Islamic banks in GreaterBandung, Indonesia, comprising both existing AI-chatbotusers and non-users evaluating their intention to adoptthe technology. The proposed research model wasanalyzed using Partial Least Squares Structural EquationModeling (PLS-SEM). The findings reveal that perceivedusefulness has a positive and significant effect on attitudetoward using AI chatbots, while perceived ease of useand trust do not significantly influence attitude.Interestingly, privacy concern demonstrates a positiveand significant relationship with attitude, indicating thatprivacy-aware customers may develop favorableevaluations of chatbot services when adequate dataprotection mechanisms are perceived. The mediationanalysis shows that attitude mediates the effects ofperceived usefulness and privacy concern on behavioralintention, whereas the indirect effects of perceived easeof use and trust are not statistically significant.
Co-Authors Ade Iskandar Nasution Adi Indradi Hasti Pramsti Kusnara Lina Artika Sobirin