Factors Influencing Privacy Concerns of Chatbot Users and their Role in Behavioural Avoidance and Information Disclosure

Document Type : Original Article

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Assistant Professor, Department of Business Administration Faculty of commerce, Cairo University

Abstract

The study aims to provide a comprehensive framework for understanding the factors influencing customers' privacy concerns regarding the use of chatbots in banking service, and the impact of these concerns on behavioural avoidance and information disclosure. Data was collected using a survey distributed to a systematic sample of )365( clients from the banks operating in Egypt that offer this service. The results obtained using structural equation modelling, supported most of the study's hypotheses. Specifically, there was a positive influence of technological anxiety, familiarity with chatbot, information control, information sensitivity, government regulations and laws availability, privacy enhancing technologies, and the need for human interaction on privacy concerns. However, there was no significant effect of organizational ethical care for privacy on privacy concerns. As privacy concerns had a positive impact on behavioural avoidance and a negative impact on information disclosure.

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