Extending the Technology Acceptance Model: The Role of Trust and Privacy Concerns in AI Chatbot Adoption for Islamic Mobile Banking

Abstract

This study aims to examine the factors influencing customers’ attitudes and behavioral intentions toward using AI chatbots in Islamic mobile banking applications by extending the Technology Acceptance Model (TAM) with trust and privacy concern variables. A quantitative research design was employed, and data were collected from 292 Islamic bank customers in Greater Bandung, Indonesia. The proposed research model was analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The findings reveal that perceived usefulness has a positive and significant effect on attitude toward using AI chatbots, while perceived ease of use and trust do not significantly influence attitude. Interestingly, privacy concern demonstrates a positive and significant relationship with attitude, indicating that privacy-aware customers may develop favorable evaluations of chatbot services when adequate data protection mechanisms are perceived. Furthermore, attitude toward using AI chatbots significantly influences behavioral intention to use the technology. The mediation analysis shows that attitude mediates the effects of perceived usefulness and privacy concern on behavioral intention, whereas the indirect effects of perceived ease of use and trust are not statistically significant.