Gender-based conversational interface preferences in live chat systems for financial services

Muhanad Shakir Manshad () and Daniel C. Brannon ()
Additional contact information
Muhanad Shakir Manshad: University of Northern Colorado
Daniel C. Brannon: University of Northern Colorado

Journal of Financial Services Marketing, 2023, vol. 28, issue 4, No 14, 822-834

Abstract: Abstract Chatbots have become an important part of the financial services ecosystem. To accommodate their rise, many financial firms have turned to button-input interfaces that simplify the customer-chatbot interaction. While prior work suggests that these interfaces do indeed increase the efficiency of communication, the present research investigates whether such efficiency comes at the cost of some consumers' satisfaction. Specifically, the current work draws on literature in gender-based communication styles to explore whether males versus females react differently to button-input versus more traditional text-input chatbot interfaces. Across two studies, results indicate that males evaluate button-input interfaces to be less usable than females and that this preference is reversed for more traditional text-based live chat interfaces. Underlying this effect, males perceive button-input chatbot interfaces as having lower controllability. These findings are the first to indicate that consumer demographics (such as gender) can influence usability evaluations of different chatbot interfaces.

Keywords: Gender; Chatbot; Control; Banking; Conversational user interfaces (search for similar items in EconPapers)
Date: 2023
References: View references in EconPapers View complete reference list from CitEc
Citations:

Downloads: (external link)
http://link.springer.com/10.1057/s41264-022-00175-8 Abstract (text/html)
Access to the full text of the articles in this series is restricted.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:pal:jofsma:v:28:y:2023:i:4:d:10.1057_s41264-022-00175-8

Ordering information: This journal article can be ordered from
https://www.palgrave.com/gp/journal/41264

DOI: 10.1057/s41264-022-00175-8

Access Statistics for this article

Journal of Financial Services Marketing is currently edited by Tina Harrison

More articles in Journal of Financial Services Marketing from Palgrave Macmillan
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().