What drives continuance intention to use a food-ordering chatbot? An examination of trust and satisfaction

Purpose Artificial intelligence (AI) customer service chatbots are a new application service, and little is known about this type of service. This study applies service quality, trust and satisfaction to predict users' continuance intention to use a food-ordering chatbot. Design/methodology/approach The proposed model and hypotheses are tested using online questionnaire responses to collect users' perceptions of such services. One hundred and eleven responses of actual users were received. Findings Empirical results show that anthropomorphism and service quality, such as problem-solving, are the antecedents of trust and satisfaction, while satisfaction has the most significant direct effect on the users' intention. Originality/value The results provide further useful insights for service providers and chatbot developers to improve services.

Automated summary

This study examines the use of service quality, trust, and satisfaction to predict users' continuance intention to use food-ordering chatbots. Findings indicate that service quality and anthropomorphism influence trust and satisfaction, while satisfaction has the most significant direct effect on users’ intention. The results offer valuable insights for service providers and chatbot developers to enhance services.