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.
Refrences
Abdulquadri, A., Mogaji, E., Kieu, A., & Nguyen, P. (2021). Digital transformation in financial service provision: A Nigerian perspective to the adoption of Chatbot. Journal of Enterprising Communities: People and Places in the Global Economy, 15(2), pp. 258–281. https://doi.org/10.1108/JEC-06-2020-0126.
Aboalganam, M., & Alzghoul A. (2025). The impact of digital marketing on the reputation of insurance companies: The role of service quality and brand trust. Insurance Markets and Companies, 16(1), 1-14. doi:10.21511/ins.16(1).2025.01
Al_Kasasbeh, O., Khasawneh, O., & Alzghoul, A. (2023). The Real Effects of Fintech on the Global Financial System. International Journal of Professional Business Review, 8(3), e01725. https://doi.org/10.26668/businessreview/2023.v8i3.1725
Alaieri, F., & Vellino, A. (2017). A decision making model for ethical (RO)bots,’’ in Proc. IEEE Int. Symp. Robot. Intell. Sensors (IRIS), Oct. pp. 203–207. https://doi.org/10.1109/IRIS.2017.8250122
Alanezi, F. (2024). Factors influencing patients’ engagement with ChatGPT for accessing health-related information. Critical Public Health, 34(1), 1-20, DOI: 10.1080/09581596.2024.2348164
Alghizzawi, M., Alzghoul, A., Alhanatleh, H., Omeish, F., Abdrabbo, T & Ezmigna, I. (2024). Short video marketing and consumer engagement: Mediation effect of social sharing. International Journal of Data and Network Science, 8(3), 1379-1386. doi: 10.5267/j.ijdns.2024.4.005
Association of Banks in Jordan (2024). The Growing Role of Artificial Intelligence in Banking: Global Developments and Insights on Jordanian Banks. https://abj.org.jo/download/the-growing-role-of-artificial-intelligence-in-banking-global-developments-and-insights-on-jordanian-banks-2024-arabic-version
Ausat, A., Azzaakiyyah, K., Permana, R. M., Riady, Y., & Suherlan, S. (2023). The role of ChatGPT in enabling MSMES to compete in the digital age. Innovative: journal of social science research, 3(2), 622–631. https://doi.org/https://doi.org/10.31004/innovative.v3i2.346
Ayoubi, K. (2024). Adopting ChatGPT: Pioneering a new era in learning platforms. International Journal of Data and Network Science, 8(2), 1341-1348. doi: 10.5267/j.ijdns.2023.11.001
Bonsu, M., & Baffour-Koduah, D. (2023). From the consumers’ side: Determining students’ perception and intention to use chatgpt in Ghanaian higher education. Journal of Education, Society & Multiculturalism, 4(1), 1–29. https://doi.org/ 10.2478/jesm-2023-0001
Braga, F. (2020). The influence and impact of artificial intelligence in the consumer decision-making process: comparing Generation X with Millennials [Dissertação de mestrado, Iscte - Instituto Universitário de Lisboa]. Repositório do Iscte. http://hdl.handle.net/10071/21828
Cao X. (2023). A new era of intelligent interaction: Opportunities and challenges brought by ChatGPT. Geographical Research Bulletin, 2. https://doi.org/10.50908/grb.2.0_162
Cecilie, B., Asbjørn F., & Cato, A. (2019). An Initial Model of Trust in Chatbots for Customer Service—Findings from a Questionnaire Study. Interacting with Computers, 31(3), 317–335, https://doi.org/10.1093/iwc/iwz022
Central Bank of Jordan. (2023). Annual report.
Chakraborty, U., Roy, S., & Kumar, S. (2023). Rise of generative AI and ChatGPT: Understand how generative AI and ChatGPT are transforming and reshaping the business world (English ed.) BPB Publications.
Chen, S., Qiu, H., Zhao, S., Han, Y., He, W., Siponen, M., Mou, J., & Xiao, H. (2022). When more is less: the other side of artificial intelligence recommendation. Journal of Management Science and Engineering, 7(2), 213–232.
Cheng, Y., & Jiang, H. (2022). Customer–brand relationship in the era of artificial intelligence: understanding the role of chatbot marketing efforts. Journal of Product & Brand Management, 31(2), 252-264. https://doi.org/10.1108/JPBM-05-2020-2907.
Yen, C., & Chiang, M. C. (2021). Trust me, if you can: a study on the factors that influence consumers’ purchase intention triggered by chatbots based on brain image evidence and self-reported assessments. Behaviour & Information Technology, 40(11), 1177-1194.
Cho, Y., Yang, C., & Hwang, J. (2023). The Effect of ChatGPT Factors & Innovativeness on Switching Intention : Using Theory of Reasoned Action (TRA). Journal of Distribution Science, 21(8), 83–96. https://doi.org/10.15722/JDS.21.08.202308.83
Choi, W., & Stvilia, B. (2015). Web credibility assessment: Conceptualization, operationalization, variability, and models. Journal of the Association for Information Science and Technology, 66(12), 2399-2414. https://doi.org/10.1002/asi.23543
Choudhury, A., & Shamszare, H. (2023). Investigating the impact of user trust on the adoption and use of ChatGPT: survey analysis. Journal of Medical Internet Research, 25, e47184. https://www.jmir.org/2023/1/e47184
Chung, M., E. Ko, H. Joung, & Kim, S.J. (2020). Chatbot e-Service and Customer Satisfaction Regarding Luxury Brands. Journal of Business Research, 117, 587-595. https://doi.org/10.1016/j.jbusres.2018.10.004
Dewasiri, N.J., Karunarathna, K.S.S.N., Rathnasiri, M.S.H., Dharmarathne, D.G., & Sood, K. (2024). Unleashing the Challenges of Chatbots and ChatGPT in the Banking Industry: Evidence from an Emerging Economy, Kumar, N., Sood, K., Özen, E. and Grima, S. (Ed.) The Framework for Resilient Industry: A Holistic Approach for Developing Economies (Emerald Studies in Finance, Insurance, and Risk Management), pp. 23-37. https://doi.org/10.1108/978-1-83753-734-120241002
Dmitrievich, A., Anatolyevna, A., Nurmagomedovich, Z., Yuryevich, E., & Ivanovich, A. (2024). A Study of the Impact of Artificial Intelligence on Consumer Decision Making. Journal of Ecohumanism, 3(6), 355–364. https://doi.org/10.62754/joe.v3i6.4011
Dwivedi, K., Kshetri, N., Hughes, L., Slade, L., Jeyaraj, A., Kar, K., (2023). So what if ChatGPT wrote it? Multidisciplinary perspectives on opportunities, challenges, and implications of generative conversational AI for research, practice, and policy. International Journal of Information Management, 71, 102642. https://doi.org/10.1016/j.ijinfomgt.2023.102642.
Gill, S.S. & Kaur, R. (2023). ChatGPT: Vision and challenges. Internet Things Cyber-Phys. Systems, 3, pp. 262–271. https://doi.org/10.1016/j.iotcps.2023.05.004
Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), pp. 2-24. https://doi.org/10.1108/EBR-11-2018-0203
Haleem, A., Javaid, M., & Singh, P. (2023). An era of ChatGPT as a significant futuristic support tool: A study on features, abilities, and challenges. BenchCouncil Transactions on Benchmarks Standards and Evaluations. DOI: 10.1016/j.tbench.2023.100089
Hari, H., Iyer, R., & Sampat, B. (2022). Customer brand engagement through chatbots on bank websites – Examining the antecedents and consequences. International Journal of Human–Computer Interaction, 38(13), 1212–1227.
Singh, H., Arora, M., & Singh, A. (2024). ChatGPT in marketing: innovative pathways, decision systems, and forward perspectives. Journal of Decision Systems, 1-28. DOI: 10.1080/12460125.2024.2438615
Hsu, P., Zhao, J., Liao, K., Liu, T., & Wang, C. (2017). AllergyBot: A Chatbot Technology Intervention for Young Adults with Food Allergies Dining Out. In Proceedings of the 2017 CHI Conference Extended Abstracts on Human Factors in Computing Systems. pp. 74-79. https://doi.org/10.1145/3027063.3049270
Ikeda, S. (2024). Inconsistent advice by ChatGPT influences decision making in various areas. Scientific Reports, 14, Article number:15876. https://doi.org/10.1038/s41598-024-66821-4
Kim, J., Kim Jeong H., Kim, C., & Park, J. (2023). Decisions with ChatGPT: Reexamining choice overload in ChatGPT recommendations. Journal of Retailing and Consumer Services, 75, https://doi.org/10.1016/j.jretconser.2023.103494
Kim, M. (2024). Unveiling the e-Servicescape of ChatGPT: Exploring User Psychology and Engagement in AI-Powered Chatbot Experiences. Behavioral Sciences, 14(7), 558. https://doi.org/10.3390/bs14070558
Korper, S., & Ellis, J. (2001). Thinking ahead in e-commerce. Executive Excellence, 18(7), 19-19.
Li, M., and J. Mao. (2015). Hedonic or Utilitarian? Exploring the Impact of Communication Style Alignment on User’s Perception of Virtual Health Advisory Services. International Journal of Information Management, 35(2), 229–243. https://doi.org/10.1016/j.ijinfomgt.2014.12.004
Liesbet Van B., & Moons, P. (2024). What if your patient switches from Dr. Google to Dr. ChatGPT? A vignette-based survey of the trustworthiness, value, and danger of ChatGPT-generated responses to health questions, European Journal of Cardiovascular Nursing, 23 (1), pp. 95–98, https://doi.org/10.1093/eurjcn/zvad038
Liu, G., & Ma, C. (2023). Measuring EFL learners’ use of ChatGPT in informal digital learning of English based on the technology acceptance model. Innovation in Language Learning and Teaching, 18(2), 125–138. https://doi.org/10.1080/17501229.2023.2240316
Masadeh, R., Almajali, M., Altarawneh, M., AlSmadi, L & Almajali, D. (2025). Antecedents of the adoption, use, and legal risks of ChatGPT in Jordan. International Journal of Data and Network Science, 9(3), 601-612. doi: 10.5267/j.ijdns.2024.8.007
Matulis, J., & McCoy, R. (2023). Relief in sight? Chatbots, in-baskets, and the overwhelmed primary care clinician. ournal of General Internal Medicine, 38(12), 2808–2815. https://doi.org/10.1007/s11606-023-08271-8
Miguel, M., & Huertas, A. (2022). Technological Attributes that Predict Tourists’ Intention to Visit Destination, Recommend and Destination Image: Empirical Evidence from the Malaga Chatbot. In: Abreu, A., Liberato, D., Garcia Ojeda, J.C. (eds) Advances in Tourism, Technology and Systems. Smart Innovation, Systems and Technologies, vol. 293. Springer, Singapore. https://doi.org/10.1007/978-981-19-1040-1_13
Mohammad, I, Madugoda, S., Morteza, G., Behzad, F., Elahe Y., & Nagaletchimee, A. (2024). Determinants of intention to use ChatGPT for obtaining shopping information, Journal of Marketing Theory and Practice, DOI: 10.1080/10696679.2024.2380719
Naik, D., Ishita, N., & Nitin, N. (2024). How Can ChatGPT Help Humans Improve Their Capabilities: Understanding the Key Capabilities of ChatGPT. TechRxiv. November 19, 2024.
DOI: 10.36227/techrxiv.173198316.61398608/v1
Rane, N. (2023). Role and Challenges of ChatGPT and Similar Generative Artificial Intelligence in Finance and Accounting (August 30, 2023). Papers.ssrn.com Available at SSRN: https://ssrn.com/abstract=4603206 or http://dx.doi.org/10.2139/ssrn.4603206
Sarstedt, M., Ringle, C., Smith, D., & Reams, R. (2014). Partial Least Squares Structural Equation Modeling (PLS-SEM): A Useful Tool for Family Business Researchers. Journal of Family Business Strategy, 5(1), 105-115. https://doi.org/10.1016/j.jfbs.2014.01.002.
Schlosky, T., Karadas, S., & Raskie, S. (2024). ChatGPT, Help! I Am in Financial Trouble. Journal of Risk and Financial Management, 17(6), 241. https://doi.org/10.3390/jrfm17060241
Science Talks, Vol.9, https://doi.org/10.1016/j.sctalk.2023.100281.
Seo, K. K. (2013). Factor analysis of the cloud service adoption intension of Korean firms: applying the TAM and VAM. Journal of Digital Convergence, 11(12), 155-160.
Shaji A., Hovan, A., & Gabrio, M. (2023). A Review of ChatGPT AI's Impact on Several Business Sectors. Partners Universal International Innovation Journal (PUIIJ), 1(1), 9-23. DOI: 10.5281/zenodo.7644359
Shilpa, K., & Menon, D. (2024). Consumer's interaction with ChatGPT-a UTAUT perspective. Science Talks, 9.
Sudirjo, F., Ausat, A., Rijal, S., Riady, Y., & Suherlan, S. (2023). ChatGPT: Improving communication efficiency and business management of MSMES in the digital age. Innovative: Journal of social science research, 3(2), 643–652. https://doi.org/https://doi.org/10.31004/innovative.v3i2.347
Sudirjo, F., Diawati, P., Riady, Y., Almaududi Ausat, M., & Suherlan, S. (2023). The Role of ChatGPT in Enhancing the Information Search and Decision-Making Process of Travellers. Jurnal Minfo Polgan, 12(1), 500-507. https://doi.org/10.33395/jmp.v12i1.12443
Tam, K. Y., & Ho, S. Y. (2006). Understanding the impact of web personalization on user information processing and decision outcomes. MIS Quarterly, 30(4), 865-890.
Tarafdar, M. Beath, M., & Ross, W. (2019). Using AI to enhance business operations. MIT Sloan Management Review, 60 (4), 37–44. http://dx.doi.org/10.7551/mitpress/12588.003.0015
Tiwari, K., Bhat, A., Khan, T., Subramaniam, R., & Khan, I. (2024). What drives students toward ChatGPT? An investigation of the factors influencing adoption and usage of ChatGPT. Interactive Technology and Smart Education, 21(3), 333-355. https://doi.org/10.1108/ITSE-04-2023-0061
Violet, C., Malcolm, G., Sailee, R., Shwaitang, S., & Renny, T. (2020) Reimagining customer engagement for the AI bank of the future. McKinsey.com, October 2020.
Wathen, C. N., & J. Burkell. (2002). Believe It or Not: Factors Influencing Credibility on the Web. Journal of the American Society for Information Science and Technology, 53(2), 134–144.
Winter, S. & Kr¨amer, N. (2014). A question of credibility - Effects of source cues and recommendations on information selection on news sites and blogs. Communications, 39(4), pp. 435–456. http://dx.doi.org/10.1515/commun-2014-0020
Zhai, X. (2022). ChatGPT User Experience: Implications for Education. Social Science Research Network. https://doi.org/10.2139/ssrn.4312418
Zhang, J., Zhu, Y., Wu, J., & Yu-Buck, G. F. (2023). A natural apology is sincere: Understanding chatbots’ performance in symbolic recovery. International Journal of Hospitality Management, 108, 103387. https://doi.org/10.1016/j.ijhm. 2022.103387