Determinan adopsi layanan chatbot pada nasabah bank syariah di Jawa Timur: Perspektif Diffusion of Innovation Theory (DIT)
DOI:
https://doi.org/10.29040/jiei.v12i5.20729Keywords:
adoption of technology, chatbot, diffusion of innovation theory, Islamic bankingAbstract
This study aims to identify the factors influencing the intention to adopt chatbot services among Islamic bank customers in East Java from the perspective of Diffusion of Innovations (DOI) Theory. This study employed a quantitative approach with an explanatory research design. Data were collected through questionnaires distributed to 102 Islamic bank customers in East Java who had used chatbot services, with respondents selected using purposive sampling. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) through the evaluation of the measurement and structural models using SmartPLS. The results show that Ease of Use has a positive and significant effect on chatbot adoption intention (β = 0.361; t = 3.881; p < 0.001), while Trialability also has a positive and significant effect (β = 0.284; t = 3.207; p = 0.001). Relative Advantage has a positive but insignificant effect (β = 0.228; t = 1.750; p = 0.080). Compatibility (β = 0.093; t = 0.937; p = 0.349) and Observability (β = 0.009; t = 0.097; p = 0.923) also have positive but insignificant effects. Meanwhile, Complexity has a negative and insignificant effect on chatbot adoption intention (β = -0.003; t = 0.071; p = 0.943). The R² value of 0.830 indicates that all variables in the model explain 83.0% of the variance in chatbot adoption intention. These findings confirm that perceived ease of use and the opportunity to try the service are the most important factors driving customers' intention to adopt chatbots in Islamic banking services.
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Copyright (c) 2026 Karina Rendita Ananda Putri, Yan Putra Timur, Muhammad Rifqi
This work is licensed under a Creative Commons Attribution 4.0 International License.
This work is licensed under a Creative Commons Attribution 4.0 International License.
