Table 2 Scale measurement.

From: Not with the bot! The relevance of trust to explain the acceptance of chatbots by insurance customers

Behavioral intention

BI1. I try to employ conversational robots to implement procedures related with my insurance contracts.

BI2. I perform my interactions with the insurance company liked with existing insurance contracts with conversational bots.

BI3. I will choose doing insurance procedures with chatbots.

Attitude toward chatbots

ATT1. It is a good idea to carry out procedures of my policies with chatbots.

ATT2. It is advisable to implement insurance procedures with chatbots.

ATT3. Managing my insurance with chatbots is an advance.

ATT4. It is an effective idea to carry out the procedures of my insurances with bots.

Perceived usefulness

PU1. The use of chatbots is to manage my insurances smartly.

PU2. Chatbots allows lower insurance premiums.

PU3. Chatbots allows offering higher coverages.

PU4. Chatbots enable providing to customers an improved service with smaller expenses.

Perceived ease to use

PEOU1. The use of chatbots to get in touch with my insurer will require low effort

PEOU2. Managing claims and implementing other procedures with the mediation of conversational robots will be clear and understandable.

PEOU3. The use of chatbots will made more accessible making procedures linked with in-force contracts.

PEOU4. Conversational robots allows an easier communication with the insurance company.

Trust

TRUST1. I believe that chatbots are trutsworthy.

TRUST2. I believe that the use of chatbots enable insurer to keep promises and obligations.

TRUST3. I believe that the use of chatbots to interact with the insurer has policyholders’ interests in mind.

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