Publicação

AI-induced privacy concerns

Ver documento

Detalhes bibliográficos
Resumo:Purpose This study explores the factors influencing customers’ willingness to disclose personal information (WDPI) in electronic banking (e-banking), with a focus on how fear of artificial intelligence (AI) moderates these relationships. Grounded in privacy calculus theory, the research model incorporates personalization, financial literacy, satisfaction and loyalty as key predictors of WDPI. Design/methodology/approach A survey was administered to 408 e-banking users in Portugal, and the data were analyzed using partial least squares structural equation modeling (PLS-SEM). Findings Results show that personalization and loyalty have a positive impact on WDPI, while financial literacy negatively affects it. Satisfaction indirectly influences WDPI through loyalty. Fear of AI moderates two key pathways: it diminishes the positive effect of personalization and amplifies the negative impact of financial literacy on WDPI. The model accounts for 36% of the variance in WDPI. Originality/value This study advances the understanding of information disclosure in digital banking by integrating cognitive (e.g. financial literacy and personalization) and emotional (e.g. fear of AI) dimensions. It highlights how psychological responses to AI shape customer behavior, offering novel insights for e-banking service personalization strategies and privacy management.
Autores principais:de Matos, Celso Augusto
Outros Autores:Rohden, Simoni F.; Lourenço Azevedo, Ana Barbara
Assunto:Fear of AI Financial literacy Personalization Willingness to disclose personal information Marketing SDG 1 - No Poverty SDG 12 - Responsible Consumption and Production
Ano:2026
País:Portugal
Tipo de documento:artigo
Tipo de acesso:acesso aberto
Instituição associada:Universidade Nova de Lisboa
Idioma:inglês
Origem:Repositório Institucional da UNL

Registos relacionados

Registos relacionados