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KI-Nutzerakzeptanz am Beispiel von Chatbots im Online-Banking

Author

Listed:
  • Raff, Tilmann
  • Billen, Peter
  • Hofmann, Jana

Abstract

Banken setzen zunehmend KI-Assistenten in Form von Chatbots ein, welche das Online-Banking unterstützen sollen. Dieser Beitrag analysiert die Bedeutung ausgewählter Einflussfaktoren auf die Nutzerakzeptanz gegenüber dieser Form von KI-Assistenten. Hierzu wird ein Strukturgleichungsmodell entwickelt und anhand einer Umfrage bei 400 Bankkunden geprüft.

Suggested Citation

  • Raff, Tilmann & Billen, Peter & Hofmann, Jana, 2025. "KI-Nutzerakzeptanz am Beispiel von Chatbots im Online-Banking," Marketing Review St.Gallen, Universität St.Gallen, Institut für Marketing und Customer Insight, vol. 42(1), pages 72-81.
    • Handle: RePEc:zbw:hsgmrs:333881
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