Journal
LIBRARY HI TECH
Volume 40, Issue 4, Pages 929-946Publisher
EMERALD GROUP PUBLISHING LTD
DOI: 10.1108/LHT-08-2021-0274
Keywords
AI service chatbot; Customer usage intention; Trust; Customer satisfaction; Online service quality
Categories
Funding
- Ministry of Science and Technology of Taiwan [MOST108-2511-H-005-001-MY3, MOST109-2511-H-025-003, MOST110-2511-H-025-002-MY2]
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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.
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.
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