Extending Expectation Confirmation Theory to Explore Investors’ Re-use Intention of Robo-Advisory Platforms
摘要
Robo-advisory services have gained momentum and changed the landscape of the wealth management industry worldwide. The objective of this study is to explore how confirmation bias, trust, and satisfaction influence the reuse intention of Robo-Advisory services. The present study integrates behavioural bias, trust, and Expectation Confirmation Theory. We used quantitative methods where the 205 investors filled out the questionnaire using a purposive sampling method. We employed PLS-SEM to analyze the data. The findings of the study show that confirmation bias, trust, and satisfaction lead to the re-use intention of Robo-Advisory Services. The results also show that trust mediates the relationship between confirmation bias and satisfaction while satisfaction also mediates the relationship between trust and reuse intention. The results of the study are useful to the Robo-Advisory service provider by providing empirical evidence on the antecedents of the continued usage of their services. The findings are also useful to investors and regulators alike. The study has its own limitations related to the sample size, geographical area, and respondents’ bias.