Factors Influencing Perceived Benefits and Behavioral Intention to Use Mental Health Chatbots Among Professional Employees: An Empirical Study

Gehad Mohammed Ahmed Naji^1*Foo Yuan²Nurul Azzura¹Fajer Danish³Ali Ateeq⁴Siddig Ibrahim⁴Halimaton Hakimi⁵Aziah Binti Abdollah⁶Yulita Hanum P Iskandar^1*

• ¹University of Science Malaysia (USM), Penang, Penang, Malaysia
• ²Universiti Sains Malaysia (USM), Penang, Malaysia
• ³Royal University for Women, West Riffa, Bahrain
• ⁴Kingdom University, Ar Rifā‘, Bahrain
• ⁵Universiti Teknologi PETRONAS, Seri Iskandar, Malaysia
• ⁶Department of Computer Science, Asia Pacific University (APU), Bukit Jalil, Malaysia

ABSTRACT Purpose – This study explores factors influencing Malaysian professionals' intentions to use mental health chatbots by integrating the Unified Theory of Acceptance and Use of Technology (UTAUT) and the Theory of Planned Behaviour (TPB). It examines UTAUT factors' direct effects on usage intention and the mediating role of perceived benefits, along with the moderating influence of attitudes towards chatbots. Research Design & Methodology – The study collects data from 351 Professional employees in Malaysia using an online survey and analyses it using Structural Equation Modelling (SEM). Findings – The study outcomes indicate that UTAUT factors significantly influence perceived benefits (β = 0.793, p < 0.001; R² = 0.601). However, perceived benefits did not significantly predict behavioural intention (β = 0.107, p = 0.464; R² = 0.449). Attitudes toward chatbots showed only a weak moderating effect on the UTAUT–perceived benefits relationship (β = 0.009, p = 0.094), while other hypothesized moderating effects were not supported. These findings suggest a more complex interplay of factors influencing the adoption of mental health chatbots in professional settings than previously assumed. Conclusion – These findings challenge the assumption that perceived benefits alone drive adoption. They suggest a more complex interplay of factors influencing behavioural intention, indicating that trust, privacy, and credibility may play more critical roles in shaping adoption decisions. Implications – The study provides valuable insights for developers and implementers of mental health technologies. While UTAUT factors are crucial in shaping perceived benefits, the lack of a direct link to behavioural intention highlights the need to explore additional psychological and contextual factors. Future research should consider longitudinal designs and probabilistic sampling to enhance generalizability and causal inference.