請用此 Handle URI 來引用此文件：
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| DC 欄位 | 值 | 語言 |
|---|---|---|
| dc.contributor.advisor | 謝冠雄 | zh_TW |
| dc.contributor.advisor | Edward Hsieh | en |
| dc.contributor.author | 張瑋凌 | zh_TW |
| dc.contributor.author | Chong Wei Ling | en |
| dc.date.accessioned | 2024-07-23T16:16:00Z | - |
| dc.date.available | 2024-07-24 | - |
| dc.date.copyright | 2024-07-23 | - |
| dc.date.issued | 2024 | - |
| dc.date.submitted | 2024-07-15 | - |
| dc.identifier.citation | Adamopoulou, E., & Moussiades, L. (2020). Chatbots: History, technology, and applications. Machine learning with applications, 2, 100006. https://doi.org/10.1016/j.mlwa.2020.100006
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| dc.identifier.uri | http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/93201 | - |
| dc.description.abstract | This study investigates the factors influencing the adoption of banking chatbots by Malaysian firms, their preferred chatbot characteristics, and the banking chatbot functionalities they are willing to adopt. A quantitative approach was employed, using a structured questionnaire to collect data from Malaysian firms that primarily interact with banks through relationship managers. A total of 32 completed questionnaires were received and data were analyzed using descriptive analysis (i.e.; frequency and mean). The findings suggest that concerns about security and data protection outweigh the potential benefits of adopting banking chatbots, emphasizing the critical role of security and risk mitigation in the adoption of financial technologies. To alleviate these concerns, Malaysian firms believe regulators should ensure banks adhere to strong cyber risk governance and management practices, and expect banks to regularly deploy advanced security mechanisms for their chatbots. The study also reveals that Malaysian firms prioritize reliable, timely, clear, and understandable information from chatbots, while personalized recommendations are less valued. They prefer chatbot functionalities that provide information and support routine tasks over those involving sensitive financial transactions. The results contribute to the limited knowledge on chatbot adoption in the organizational context and provide valuable insights for banks seeking to implement chatbot solutions for their business clients. The findings offer guidance for banks to customize their chatbot offerings to meet Malaysian firms' specific needs and concerns. | zh_TW |
| dc.description.abstract | This study investigates the factors influencing the adoption of banking chatbots by Malaysian firms, their preferred chatbot characteristics, and the banking chatbot functionalities they are willing to adopt. A quantitative approach was employed, using a structured questionnaire to collect data from Malaysian firms that primarily interact with banks through relationship managers. A total of 32 completed questionnaires were received and data were analyzed using descriptive analysis (i.e.; frequency and mean). The findings suggest that concerns about security and data protection outweigh the potential benefits of adopting banking chatbots, emphasizing the critical role of security and risk mitigation in the adoption of financial technologies. To alleviate these concerns, Malaysian firms believe regulators should ensure banks adhere to strong cyber risk governance and management practices, and expect banks to regularly deploy advanced security mechanisms for their chatbots. The study also reveals that Malaysian firms prioritize reliable, timely, clear, and understandable information from chatbots, while personalized recommendations are less valued. They prefer chatbot functionalities that provide information and support routine tasks over those involving sensitive financial transactions. The results contribute to the limited knowledge on chatbot adoption in the organizational context and provide valuable insights for banks seeking to implement chatbot solutions for their business clients. The findings offer guidance for banks to customize their chatbot offerings to meet Malaysian firms' specific needs and concerns. | en |
| dc.description.provenance | Submitted by admin ntu (admin@lib.ntu.edu.tw) on 2024-07-23T16:16:00Z No. of bitstreams: 0 | en |
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| dc.description.tableofcontents | Acknowledgement .......................................................................................................................... ii
Abstract .......................................................................................................................................... iii Table of Contents........................................................................................................................... iv List of Tables ................................................................................................................................ vii List of Figures .............................................................................................................................. viii List of Abbreviations ..................................................................................................................... ix 1. Background................................................................................................................................. 1 1.1 Introduction .......................................................................................................................... 1 1.2 Research Problem................................................................................................................. 5 1.3 Research Aims and Objective .............................................................................................. 5 1.4 Research Methodology......................................................................................................... 6 1.5 Importance and Significance of the Study............................................................................ 6 1.6 Structure of the Thesis.......................................................................................................... 6 2. Literature Review........................................................................................................................ 8 2.1 Malaysian Banking System.................................................................................................. 8 2.2 Banking Chatbot................................................................................................................. 11 2.3 State of Digitalization of Malaysian Commercial Banks................................................... 17 2.4 Relationship Marketing ...................................................................................................... 21 2.5 Studies on Adoption of Internet Banking by Firms in Southeast Asia............................... 23 2.6 Conceptual Model .............................................................................................................. 25 2.7 Characteristics of Banking Chatbots and Security and Data Protection Features Prioritized by Malaysian Firms.................................................................................................................. 27 3. Method ...................................................................................................................................... 35 3.1 Research Design and Research Instrument ........................................................................ 35 3.2 Sampling Unit and Location............................................................................................... 36 3.3 Respondents of the Survey................................................................................................. 36 3.4 Data Collection Method ..................................................................................................... 37 4. Design of the Questionnaire Survey ......................................................................................... 39 4.1 Questionnaire Development ............................................................................................... 39 4.2 Method of Data Analysis.................................................................................................... 45 5. Results....................................................................................................................................... 46 5.1 Survey Response and Data Screening................................................................................ 46 5.2 Profile of the Surveyed Firms............................................................................................. 46 5.3 Factors Affecting Firm’s Intention to Adopt Banking Chatbot.......................................... 53 5.4 Features and Measures to Alleviate Concern on Security and Data Protection ................. 54 5.5 Characteristics of Banking Chatbot Related to Usefulness................................................ 56 5.6 Characteristics of Banking Chatbot Related to Ease of Use .............................................. 58 5.7 Summary of Characteristics of Banking Chatbots and Security and Data Protection Features Prioritized by Malaysian Firms.................................................................................. 59 5.8 Banking Chatbot Functionality That Malaysian Firms are Likely to Adopt...................... 60 6. Discussion ................................................................................................................................. 62 6.1 Findings 1: Concern on Security and Data Protection as Most Important Factor, Ease of use as Least Important Factor................................................................................................... 62 6.2 Findings 2: Characteristics of Banking Chatbots and Security and Data Protection Features Prioritized by Malaysian Firms ................................................................................................ 64 6.3 Findings 3: Banking Chatbot Functionality That Malaysian Firms Are Likely to Adopt.. 69 7. Conclusion ................................................................................................................................ 72 7.1 Research Contribution........................................................................................................ 72 7.2 Theoretical Implications..................................................................................................... 73 7.3 Practical Implications......................................................................................................... 73 7.4 Limitations.......................................................................................................................... 74 7.5 Future Research Suggestions.............................................................................................. 75 References..................................................................................................................................... 77 Appendix 1: Questionnaire Survey............................................................................................... 91 | - |
| dc.language.iso | en | - |
| dc.subject | banking | zh_TW |
| dc.subject | organization | zh_TW |
| dc.subject | banking chatbot | zh_TW |
| dc.subject | corporate banking | zh_TW |
| dc.subject | banking | en |
| dc.subject | banking chatbot | en |
| dc.subject | organization | en |
| dc.subject | corporate banking | en |
| dc.title | 影響馬來西亞企業客戶在商業銀行採用人工智慧驅動的多通路銀行服務意願的因素 | zh_TW |
| dc.title | Factors Affecting the Intention of Corporate Customers in Malaysia to Adopt AI-Driven Multichannel Banking Services in Commercial Banks | en |
| dc.type | Thesis | - |
| dc.date.schoolyear | 112-2 | - |
| dc.description.degree | 碩士 | - |
| dc.contributor.coadvisor | 曹承礎 | zh_TW |
| dc.contributor.coadvisor | Seng-Cho Chou | en |
| dc.contributor.oralexamcommittee | 陳建錦;杜志挺 | zh_TW |
| dc.contributor.oralexamcommittee | Chien Chin Chen;Timon Du | en |
| dc.subject.keyword | banking chatbot,organization,corporate banking,banking, | zh_TW |
| dc.subject.keyword | banking chatbot,organization,corporate banking,banking, | en |
| dc.relation.page | 94 | - |
| dc.identifier.doi | 10.6342/NTU202401768 | - |
| dc.rights.note | 同意授權(全球公開) | - |
| dc.date.accepted | 2024-07-16 | - |
| dc.contributor.author-college | 管理學院 | - |
| dc.contributor.author-dept | 企業管理碩士專班 | - |
| 顯示於系所單位： | 管理學院企業管理專班(Global MBA) | |
文件中的檔案：
| 檔案 | 大小 | 格式 | |
|---|---|---|---|
| ntu-112-2.pdf | 1.16 MB | Adobe PDF | 檢視/開啟 |
系統中的文件，除了特別指名其著作權條款之外，均受到著作權保護，並且保留所有的權利。