The financial industry, particularly Islamic banking, is undergoing a dramatic change due to technological advancements and the expanding importance of financial services. This study aims to investigate the factors that affect Malaysian bank customers’ adoption of AI-enabled products and services.
The purposive and convenience sampling questionnaire survey that formed the basis of this study was completed by more than 250 respondents who are users of Islamic banks with AI offerings. Analysis of Moment Structures (AMOS v.28) was the tool used to analyze the data.
The results suggest that consumer innovativeness, perceived usefulness and technology self-efficacy have a significant impact on consumer acceptance of AI. On the other hand, acceptance of AI was not found to be predicted by perceived ease of use.
Research on the acceptance of AI in the Islamic banking is still scarce, despite the possible advantages. With the goal of recommending AI constructs, this study offers a novel and thorough theoretical model that incorporates the technology acceptance model. It also provides insightful information about the factors that influence acceptance, namely, technology self-efficacy and consumer innovativeness. Furthermore, financial institutions in this study refer to Islamic banking financial institutions.
