Effects of Prior Experience, Gender, and Age on Trust in a Banking Chatbot with(out) Breakdown and Repair

Lai-Chong Law, Effie; van As, Nena; Følstad, Asbjørn

Abstract

Trust is an attitudinal construct that can be sensitive to prior experience, gender, and age. In our study, we explored how trust in a banking chatbot might be shaped by these user characteristics. Statistical analysis of 251 participants, who interacted with one of six chatbots defined by humanlikeness (high/low) and conversational performance (no breakdown, breakdown with repaired, breakdown without repair), showed that the user characteristics of gender and age did not significantly impact trust, but prior experience did. Trust resilience was found across the gender and age groups. The effect of users’ prior experience on their trust in a chatbot which they have never used holds implications for research and practice. Future studies on the effect of cultural context, longer interaction episodes, and more diverse application contexts on trust in chatbots are recommended.

Citation

Lai-Chong Law, E., van As, N., & Følstad, A. (2023). Effects of Prior Experience, Gender, and Age on Trust in a Banking Chatbot with(out) Breakdown and Repair. In Proceedings of 19th International Conference of Technical Committee 13 (Human- Computer Interaction) of IFIP (International Federation for Information Processing). https://doi.org/10.1007/978-3-031-42283-6_16

• Conference Name: INTERACT 2023: 19th International Conference of Technical Committee 13 (Human- Computer Interaction) of IFIP (International Federation for Information Processing)
• Conference Location: York, UK
• Start Date: Aug 28, 2023
• End Date: Sep 1, 2023
• Acceptance Date: Apr 5, 2023
• Online Publication Date: Aug 25, 2023
• Publication Date: 2023
• Deposit Date: Aug 2, 2023
• Publicly Available Date: Aug 26, 2024
• Publisher: Springer
• Series Title: Lecture Notes in Computer Science
• Series Number: 14143
• Series ISSN: 0302-9743
• Book Title: Proceedings of 19th International Conference of Technical Committee 13 (Human- Computer Interaction) of IFIP (International Federation for Information Processing)
• ISBN: 9783031422829
• DOI: https://doi.org/10.1007/978-3-031-42283-6_16
• Public URL: https://durham-repository.worktribe.com/output/1710001