Users' Acceptance of Artificial Intelligence-Based Chatbots: An Empirical Study

This research examines the effects of factors such as perceived ease of use, perceived usefulness, perceived enjoyment, innovativeness, perceived information quality, and perceived customisation on behavioural intention to use Chatbots. The research model designed is empirically validated using stru...

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Published inInternational journal of technology and human interaction Vol. 19; no. 1; pp. 1 - 18
Main Authors Goli, Mahendar, Sahu, Anoop Kumar, Bag, Surajit, Dhamija, Pavitra
Format Journal Article
LanguageEnglish
Published Hershey IGI Global 01.01.2023
Subjects
Artificial intelligence
Chatbots
Computational linguistics
Customization
Information management
Language processing
Multivariate statistical analysis
Natural language interfaces
Social networks
User statistics
India
Online AccessGet full text
ISSN1548-3908
1548-3916
DOI10.4018/IJTHI.318481

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Abstract This research examines the effects of factors such as perceived ease of use, perceived usefulness, perceived enjoyment, innovativeness, perceived information quality, and perceived customisation on behavioural intention to use Chatbots. The research model designed is empirically validated using structural equation modelling with the aid of AMOS software. A five-point Likert scale-based structured questionnaire was used to collect data from 378 Chatbot users in an online method. The results indicated that the perceived ease of use, perceived usefulness, innovativeness, perceived information quality, and perceived customisation have positive effects on intention to use Chatbots, whereas perceived enjoyment is found to exert no effect. The research further discussed implications and future directions of research.
AbstractList This research examines the effects of factors such as perceived ease of use, perceived usefulness, perceived enjoyment, innovativeness, perceived information quality, and perceived customisation on behavioural intention to use Chatbots. The research model designed is empirically validated using structural equation modelling with the aid of AMOS software. A five-point Likert scale-based structured questionnaire was used to collect data from 378 Chatbot users in an online method. The results indicated that the perceived ease of use, perceived usefulness, innovativeness, perceived information quality, and perceived customisation have positive effects on intention to use Chatbots, whereas perceived enjoyment is found to exert no effect. The research further discussed implications and future directions of research.
Audience Academic
Author Goli, Mahendar
Bag, Surajit
Dhamija, Pavitra
Sahu, Anoop Kumar
AuthorAffiliation School of Management, Anurag University, India
Department of Transport and Supply Chain Management, University of Johannesburg, South Africa
LM Thapar School of Management, Thapar Institute of Engineering and Technology, Patiala (Punjab), India
Department of Mechanical Engineering, School of Studies in Engineering and Technology, Guru Ghasidas Vishwavidyalaya, India
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  organization: LM Thapar School of Management, Thapar Institute of Engineering and Technology, Patiala (Punjab), India
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Snippet This research examines the effects of factors such as perceived ease of use, perceived usefulness, perceived enjoyment, innovativeness, perceived information...
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SubjectTerms Artificial intelligence
Chatbots
Computational linguistics
Customization
Information management
Language processing
Multivariate statistical analysis
Natural language interfaces
Social networks
User statistics
Title Users' Acceptance of Artificial Intelligence-Based Chatbots: An Empirical Study
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