Chatbot-Based Services: A Study on Customers' Reuse Intention

• Type: Article in International Scientific Journal
• Date: 2023

Authors

Filipe Silva (Author) FEP; Shojaei, AS (Author) FEP; Barbosa, B (Author) FEP

Journal

Title: Journal of Theoretical and Applied Electronic Commerce Research

Vol. 18

Pages: 457-474

ISSN: 0718-1876

Publisher: MDPI

Indexing

ISI Web of Knowledge - 30 Citations

Scopus - 40 Citations

Other information

Authenticus ID: P-00Y-3CV

DOI: 10.3390/jtaer18010024

Abstract (EN): The main objective of this article is to investigate the factors that influence customers' intention to reuse chatbot-based services. The study employs a combination of the technology acceptance model (TAM) with other contributions in the literature to develop a theoretical model that predicts and explains customers' intention to reuse chatbots. The research uses structural equation modeling (PLS-SEM) to test the proposed hypotheses. Data collected from 201 chatbot users among Portuguese consumers were analyzed, and the results showed that user satisfaction, perceived usefulness, and subjective norm are significant predictors of chatbot reuse intentions. Additionally, the findings indicated that perceived usefulness, perceived ease of use, and trust have a positive impact on attitudes toward using chatbots. Trust was found to have a significant impact on perceived usefulness, user satisfaction, and attitudes toward using chatbots. However, there was no significant effect of attitude toward using chatbots, perceived ease of use, trust, and perceived social presence on reuse intentions. The article concludes with theoretical contributions and recommendations for managers.

Language: English

Type (Professor's evaluation): Scientific

No. of pages: 18