Application of UTAUT2 on Adopting Artificial Intelligence Powered Lead Management System (AI-LMS) in Passenger Car Sales

This paper investigates the acceptance of the AI-Powered Lead Management System (AI-LMS) in a passenger car dealership. The study was conducted using a questionnaire, and the respondents were the sales advisors of the dealerships. The UTUAT or "Unified Theory of Acceptance and Use of Technology" is used to investigate the impact of "Habit, Hedonic Motivation, Facilitating Conditions, Social Influence, Effort, and Performance Expectancy on the Behavioral Intention" of adopting the AI-LMS. The study also investigated the interrelationships among the constructs. Applying SmartPLS 3.3, we analyzed whether "Effort Expectancy, Habit, and Hedonic Motivation impact the Behavioral Intention" of Adopting AI-LMS. Performance Expectancy was impacted by Social Influence and Effort Expectancy, Habit, and Hedonic Motivation, while Facilitating Conditions impacted Effort Expectancy. Age had a partial impact on Behavioral Intention. 77.69 % of respondents thought that AI-LMS would improve their productivity, 66.53 % believed that AI-LMS would be easy to use, and 45.45 % of respondents agreed to use the AI-LMS once implemented. The paper concludes with theoretical, practical, and managerial implications followed by future research directions and conclusion.