Paper Details
Abstract
As artificial intelligence (AI) reshapes digital service delivery, chatbots have become increasingly vital in enhancing efficiency and user experience, particularly in digital banking. This study examines the determinants of continuance intention toward AI chatbot services among Generation Z in Vietnam, extending the Information Systems Success Model (ISSM). The model examines how system quality, information quality, and service quality influence attitude and satisfaction, affecting users’ intention to continue using AI chatbots in digital banking services. A structured questionnaire using 5-point Likert scale items was distributed through a non-probability convenience sampling method, resulting in 399 valid responses. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS version 3.0. The findings show that information and service quality significantly influence attitude and satisfaction, while system quality impacts only attitude. Additionally, attitude has a strong positive effect on satisfaction, and both attitude and satisfaction exert strong positive effects on continuance intention. This study contributes to post-adoption research by integrating cognitive and affective mechanisms into ISSM and provides practical insights for enhancing user retention through responsive and informative chatbot design.