Electronic Resource

Article - I, Chatbot: Modeling the determinants of users’ satisfaction and continuance intention of AI-powered service agents Volume: 54 Halaman: 101473

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Chatbots are mainly text-based conversational agents that simulate conversations with users. This

study aims to investigate drivers of users’ satisfaction and continuance intention toward chatbot-
based customer service. We propose an analytical framework combining the expectation-con-
firmation model (ECM), information system success (ISS) model, TAM, and the need for inter-
action with a service employee (NFI-SE). Analysis of data collected from 370 actual chatbot users

reveals that information quality (IQ) and service quality (SQ) positively influence consumers’
satisfaction, and that perceived enjoyment (PE), perceived usefulness (PU), and perceived ease of
use (PEOU) are significant predictors of continuance intention (CI). The need for interaction with
an employee moderates the effects of PEOU and PU on satisfaction. The findings also revealed
that satisfaction with chatbot e-service is a strong determinant and predictor of users’ CI toward
chatbots. Thus, chatbots should enhance their information and service quality to increase users’
satisfaction. The findings imply that digital technologies services, such as chatbots, could be
combined with human service employees to satisfy digital users.

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

658.812 ASH i

Penerbit

: Elsevier Academic Press.,

Deskripsi Fisik

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Bahasa

English

ISBN/ISSN

0736-5853

Klasifikasi

658.812 ASH i

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

Volume: 54 Halaman: 101473

Subjek

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Info Detail Spesifik

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Pernyataan Tanggungjawab

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