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This study explores the determinants influencing the adoption of robo-advisory services among Generation Z and Millennials. Leveraging the DeLone and McLean Information Systems Success (DM ISS) model, the research examines four key dimensions—system quality, information quality, service quality, and user satisfaction—to evaluate their impact on users’ intention to adopt these services. A structured questionnaire was utilized to collect primary data, which was analyzed using structural equation modeling (SEM) via SmartPLS software. Findings highlight that service quality and user satisfaction significantly influence the adoption intent of robo-advisory services. This research expands the DM ISS model’s application to robo-advisory services, providing valuable insights for stakeholders on how these dimensions contribute to user satisfaction and overall system performance.

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Usage Intention of Robo-Advisory Services Among Gen Z Through DM ISS Model Dimensions

  • 会议论文

  • 发表日期：

    2026年

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  • Rashmy Moray,
  • Sridevi Chenammasetti,
  • Shikha Jain,
  • Ankita,
  • Shivani

摘要

This study explores the determinants influencing the adoption of robo-advisory services among Generation Z and Millennials. Leveraging the DeLone and McLean Information Systems Success (DM ISS) model, the research examines four key dimensions—system quality, information quality, service quality, and user satisfaction—to evaluate their impact on users’ intention to adopt these services. A structured questionnaire was utilized to collect primary data, which was analyzed using structural equation modeling (SEM) via SmartPLS software. Findings highlight that service quality and user satisfaction significantly influence the adoption intent of robo-advisory services. This research expands the DM ISS model’s application to robo-advisory services, providing valuable insights for stakeholders on how these dimensions contribute to user satisfaction and overall system performance.