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Growing Science » International Journal of Data and Network Science » The impact of ChatGPT factors on consumers' decision-making at commercial banks in Jordan

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International Journal of Data and Network Science

ISSN 2561-8156 (Online) - ISSN 2561-8148 (Print)
Quarterly Publication
Volume 10 Issue 1 pp. 317-326 , 2026

The impact of ChatGPT factors on consumers' decision-making at commercial banks in Jordan Pages 317-326 Right click to download the paper Download PDF

Authors: Hamza Salim Karim, Ameen Mohammad Al Htibat, Ayman Salim Khraime

DOI: 10.5267/j.ijdns.2025.9.017

Keywords: Credibility, Informativeness, Interaction, Trustworthiness, Personalization, ChatGPT, Commercial Banks, Jordan

Abstract: In today's digitally enabled world, banks use ChatGPT to handle customer inquiries, expedite service encounters, and provide intelligent, human-like responses; thus, ChatGPT has grown in popularity within the banking sector. The purpose of this study is to investigate the key factors of ChatGPT that influence consumer banking decision-making at Jordanian commercial banks. To accomplish the study's goals, the researcher employed a descriptive-analytical approach. The study sample consists of 445 customers with valid accounts at commercial banks in Amman city. The total number of valid and completed questionnaires was 419 and included in the final analysis. The reported results demonstrate a significant impact of ChatGPT factors that include credibility, informativeness, interaction, content suitability, perceived trustworthiness, and personalization on consumers' banking decision-making. The results can help banks develop a digital plan to enhance consumer awareness and boost benefits, which allows them to overcome challenges when utilizing AI for transactions. ChatGPT banking services are still in their early phases in Jordan. Few empirical studies have examined actual user behavior, and this study may give valuable insights to scholars and practitioners.

How to cite this paper
Karim, H., Htibat, A & Khraime, A. (2026). The impact of ChatGPT factors on consumers' decision-making at commercial banks in Jordan.International Journal of Data and Network Science, 10(1), 317-326.

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Journal: International Journal of Data and Network Science | Year: 2026 | Volume: 10 | Issue: 1 | Views: 646 | Reviews: 0

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