• Ambily P.J
• Dr. M Sivaprakasham

Abstract : The rapid digitalisation of the banking sector has made conversational chatbots an important channel for customer service, yet adoption remains uneven across customers. This study examines how the Big Five personality traits – openness, conscientiousness, extraversion, agreeableness and neuroticism – influence the adoption of banking chatbots, using the Technology Acceptance Model (TAM) as the theoretical base. Primary data were collected through a structured questionnaire from 100 bank customers and analysed using chi-square test, Pearson correlation and multiple regression. The results show that openness (r = 0.443) and conscientiousness (r = 0.235) are positively, and neuroticism (r = -0.418) negatively, related to the intention to adopt chatbots, while extraversion and agreeableness show no significant relationship. Perceived usefulness and perceived ease of use jointly explain 31.2% of the variance in adoption intention, with perceived usefulness being the stronger predictor. A significant association was also found between the level of openness and the adoption status of customers. The findings suggest that banks should design personalised, easy-to-use chatbot interfaces and targeted awareness programmes for customers with low openness and high neuroticism to maximise chatbot adoption.

Key words: Big Five personality traits, Banking chatbots, Technology Acceptance Model, Perceived usefulness, Perceived ease of use, Adoption intention

"Influence of Big Five Personality Traits on the Adoption of Banking Chatbots: An Empirical Study Based on the Technology Acceptance Model", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.13, Issue 10, page no.a167-a174, October-2026, Available :http://www.jetir.org/papers/JETIR2610019.pdf

"Influence of Big Five Personality Traits on the Adoption of Banking Chatbots: An Empirical Study Based on the Technology Acceptance Model", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.13, Issue 10, page no. ppa167-a174, October-2026, Available at : http://www.jetir.org/papers/JETIR2610019.pdf