Table 3. Scale refinement results...

Table 3.

Scale refinement results

Measurement Items	Factor loadings
Usage Barrier (UB) Adapted from Cheng et al. (2018) and Santos and Ponchio (2021) α = 0.893; CR = 0.926; AVE = 0.757
Using chatbot was difficult for me	0.863
Using chatbot was inconvenient for me	0.860
Chatbot often lags or works slowly	0.875
The steps to using chatbot are not clear to me	0.881
Value Barrier (VB) Adapted from Laukkanen (2016) and Santos and Ponchio (2021) α = 0.826; CR = 0.885; AVE = 0.658
Chatbot does not offer any advantage compared with human interacting	0.822
Using chatbot does not increase my ability to control my financial matters alone	0.774
Chatbot is not a superior substitute for traditional interact	0.846
Chatbots do not save time when interacting with it	0.800
Risk Barrier (RB) Adapted from Cheng et al. (2018); Kaur et al. (2020) and Laukkanen (2016) α = 0.898; CR = 0.929; AVE = 0.765
I fear making mistakes in the process of using chatbot	0.894
I fear entering the wrong information when using chatbot	0.868
I fear exposure of privacy to third parties when using chatbot	0.873
I am not sure that chatbot works as promised	0.862
Tradition Barrier (TB) Adapted from Kaur et al. (2020) and Laukkanen (2016) α = 0.897; CR = 0.929; AVE = 0.765
I find it difficult to get some information about chatbot use	0.882
I find it difficult to get my problem resolved by chatbot	0.872
The customer service offered by chatbot is not very pleasant	0.888
Chatbot service is not good	0.855
Image Barrier (IB) Adapted from Laukkanen (2016) and Santos and Ponchio (2021) α = 0.810; CR = 0.875; AVE = 0.636
I have only a negative feeling about chatbot	0.789
Chatbot are often too complicated to be useful	0.782
I don’t like chatbots	0.822
I have an image that chatbot is difficult to use	0.797
Consumer resistance to innovation (CRI) Adapted from Ju and Lee (2021) and Cheng et al. (2018) α = 0.899; CR = 0.929; AVE = 0.766
Chatbot services are not for me	0.878
I fear of wasting my time using chatbot services	0.877
I do not need chatbot services	0.887
It is unlikely that I will use chatbot services in the near future	0.860
Negative word of mouth (NWOM) Adapted from Jana (2022) and Talwar et al. (2021) α = 0.861; CR = 0.904; AVE = 0.703
I spread negative comments about the chatbot service	0.868
I share negative opinions about the chatbot service	0.874
I take active part in negative discussions related to the chatbot service	0.808
I would be very likely to warn my friends not to use the chatbot service	0.801

Measurement Items	Factor loadings
Usage Barrier (UB)Adapted from Cheng et al. (2018) and Santos and Ponchio (2021) α = 0.893; CR = 0.926; AVE = 0.757
Using chatbot was difficult for me	0.863
Using chatbot was inconvenient for me	0.860
Chatbot often lags or works slowly	0.875
The steps to using chatbot are not clear to me	0.881
Value Barrier (VB)Adapted from Laukkanen (2016) and Santos and Ponchio (2021) α = 0.826; CR = 0.885; AVE = 0.658
Chatbot does not offer any advantage compared with human interacting	0.822
Using chatbot does not increase my ability to control my financial matters alone	0.774
Chatbot is not a superior substitute for traditional interact	0.846
Chatbots do not save time when interacting with it	0.800
Risk Barrier (RB)Adapted from Cheng et al. (2018); Kaur et al. (2020) and Laukkanen (2016) α = 0.898; CR = 0.929; AVE = 0.765
I fear making mistakes in the process of using chatbot	0.894
I fear entering the wrong information when using chatbot	0.868
I fear exposure of privacy to third parties when using chatbot	0.873
I am not sure that chatbot works as promised	0.862
Tradition Barrier (TB)Adapted from Kaur et al. (2020) and Laukkanen (2016) α = 0.897; CR = 0.929; AVE = 0.765
I find it difficult to get some information about chatbot use	0.882
I find it difficult to get my problem resolved by chatbot	0.872
The customer service offered by chatbot is not very pleasant	0.888
Chatbot service is not good	0.855
Image Barrier (IB)Adapted from Laukkanen (2016) and Santos and Ponchio (2021) α = 0.810; CR = 0.875; AVE = 0.636
I have only a negative feeling about chatbot	0.789
Chatbot are often too complicated to be useful	0.782
I don’t like chatbots	0.822
I have an image that chatbot is difficult to use	0.797
Consumer resistance to innovation (CRI)Adapted from Ju and Lee (2021) and Cheng et al. (2018) α = 0.899; CR = 0.929; AVE = 0.766
Chatbot services are not for me	0.878
I fear of wasting my time using chatbot services	0.877
I do not need chatbot services	0.887
It is unlikely that I will use chatbot services in the near future	0.860
Negative word of mouth (NWOM)Adapted from Jana (2022) and Talwar et al. (2021) α = 0.861; CR = 0.904; AVE = 0.703
I spread negative comments about the chatbot service	0.868
I share negative opinions about the chatbot service	0.874
I take active part in negative discussions related to the chatbot service	0.808
I would be very likely to warn my friends not to use the chatbot service	0.801

Note(s): α = Cronbach’s alpha, CR = composite reliability and AVE = average variance extracted

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