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Abstract
While numerous studies have investigated technology acceptance through the classical technology acceptance model (TAM), little empirical research has touched on the emerging technology trend of financial technology or “fintech”. More specifically, artificial intelligence-driven virtual finance assistants offered by many of today’s largest financial institutions and touted as innovative, analytic, and predictive applications that can help make everyday banking easier. In this dissertation, I examine what factors influence consumers to use artificial intelligence-driven virtual finance assistants and how these factors affect the technology’s perceived usefulness and perceived ease of use. I also examine the moderating influence of three established dimensions of trust – 1) contractual, 2) competence, and 3) goodwill. I randomly sampled 121 adults via a multi-stage survey approach which separated the measurement of independent and dependent variables over a one month time period. The hypotheses were tested using hierarchical moderated linear regression. By examining these relationships, the research here has attempted to enhance the understanding of the seminal technology acceptance model and is the first to investigate the trust dimensions of contractual, competence, and goodwill. I hope this research encourages other scholars to 1) continue to examine and expand the boundaries on technology acceptance specific to current fintech applications as this is a vastly underserved area of study and 2) continue to ride the wave of the ever-expanding technology revolution and drive the intersect between academia and practitioner.
