IDEAS home Printed from https://ideas.repec.org/a/igg/jthi00/v19y2023i1p1-18.html
   My bibliography  Save this article

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

Author

Listed:
  • Mahendar Goli

    (School of Management, Anurag University, India)

  • Anoop Kumar Sahu

    (Department of Mechanical Engineering, School of Studies in Engineering and Technology, Guru Ghasidas Vishwavidyalaya, India)

  • Surajit Bag

    (Department of Transport and Supply Chain Management, University of Johannesburg, South Africa)

  • Pavitra Dhamija

    (LM Thapar School of Management, Thapar Institute of Engineering and Technology, Patiala (Punjab), India)

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.

Suggested Citation

  • Mahendar Goli & Anoop Kumar Sahu & Surajit Bag & Pavitra Dhamija, 2023. "Users' Acceptance of Artificial Intelligence-Based Chatbots: An Empirical Study," International Journal of Technology and Human Interaction (IJTHI), IGI Global, vol. 19(1), pages 1-18, January.
    • Handle: RePEc:igg:jthi00:v:19:y:2023:i:1:p:1-18
    as

    Download full text from publisher

    File URL: http://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/IJTHI.318481
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Ritu Agarwal & Jayesh Prasad, 1998. "A Conceptual and Operational Definition of Personal Innovativeness in the Domain of Information Technology," Information Systems Research, INFORMS, vol. 9(2), pages 204-215, June.
    2. Przegalinska, Aleksandra & Ciechanowski, Leon & Stroz, Anna & Gloor, Peter & Mazurek, Grzegorz, 2019. "In bot we trust: A new methodology of chatbot performance measures," Business Horizons, Elsevier, vol. 62(6), pages 785-797.
    3. Atul Kumar Sahu & Nitin Kumar Sahu & Anoop Kumar Sahu & Mridul Singh Rajput & Harendra Kumar Narang, 2020. "An Investigation Tool for Mounting Sustainable Practice: Modeling Using GIVTFNs in an Indian Context," International Journal of Decision Support System Technology (IJDSST), IGI Global, vol. 12(2), pages 25-49, April.
    4. Kim, Jaehoon & Kim, Sangsin, 2015. "2012년 국회법 개정의 효과 연구 [A Study on the Effect of the 2012 National Assembly Act Amendment]," KDI Research Monographs, Korea Development Institute (KDI), volume 127, number v:2015-03(k):y:2015:p:1-1.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Francisco Liébana-Cabanillas & Nidhi Singh & Zoran Kalinic & Elena Carvajal-Trujillo, 2021. "Examining the determinants of continuance intention to use and the moderating effect of the gender and age of users of NFC mobile payments: a multi-analytical approach," Information Technology and Management, Springer, vol. 22(2), pages 133-161, June.
    2. Bomi Nomlala, 2021. "Financial Socialisation of Accounting Students in South Africa," International Journal of Finance & Banking Studies, Center for the Strategic Studies in Business and Finance, vol. 10(2), pages 01-15, April.
    3. Jonathan Knuckey & Myunghee Kim, 2020. "The Politics of White Racial Identity and Vote Choice in the 2018 Midterm Elections," Social Science Quarterly, Southwestern Social Science Association, vol. 101(4), pages 1584-1599, July.
    4. Min Kwan Baek & Young Saing Kim & Eun Young Kim & Ae Jin Kim & Won-Jun Choi, 2016. "Health-Related Quality of Life in Korean Adults with Hearing Impairment: The Korea National Health and Nutrition Examination Survey 2010 to 2012," PLOS ONE, Public Library of Science, vol. 11(10), pages 1-10, October.
    5. Nicole A. Cunningham, 2015. "Photothermal Therapy as an Alternative Treatment for the Clinical Management of Cancer," International Journal of Sciences, Office ijSciences, vol. 4(11), pages 30-32, November.
    6. Niki Koutrou & Athanasios (Sakis) Pappous & Anna Johnson, 2016. "Post-Event Volunteering Legacy: Did the London 2012 Games Induce a Sustainable Volunteer Engagement?," Sustainability, MDPI, vol. 8(12), pages 1-12, November.
    7. Chen, Chia-Chen & Chang, Chin-Hsuan & Hsiao, Kuo-Lun, 2022. "Exploring the factors of using mobile ticketing applications: Perspectives from innovation resistance theory," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).
    8. Cristopher Siegfried Kopplin, 2021. "Two heads are better than one: matchmaking tools in coworking spaces," Review of Managerial Science, Springer, vol. 15(4), pages 1045-1069, May.
    9. Raghda Abulsaoud Ahmed Younis, 2021. "Cognitive Diversity and Creativity: The Moderating Effect of Collaborative Climate," International Journal of Business and Management, Canadian Center of Science and Education, vol. 14(1), pages 159-159, July.
    10. Weiling Ke & Lele Kang & Chuan-Hoo Tan & Chih-Hung Peng, 2021. "User Competence with Enterprise Systems: The Effects of Work Environment Factors," Information Systems Research, INFORMS, vol. 32(3), pages 860-875, September.
    11. Walid EL-Ansari & Christiane Stock, 2016. "Gender Differences in Self-Rated Health among University Students in England, Wales and Northern Ireland: Do Confounding Variables Matter?," Global Journal of Health Science, Canadian Center of Science and Education, vol. 8(11), pages 168-168, November.
    12. Alalwan, Ali Abdallah & Baabdullah, Abdullah M. & Rana, Nripendra P. & Tamilmani, Kuttimani & Dwivedi, Yogesh K., 2018. "Examining adoption of mobile internet in Saudi Arabia: Extending TAM with perceived enjoyment, innovativeness and trust," Technology in Society, Elsevier, vol. 55(C), pages 100-110.
    13. Obi K. Echendu & Imyhamy M. Dharmadasa, 2015. "Graded-Bandgap Solar Cells Using All-Electrodeposited ZnS, CdS and CdTe Thin-Films," Energies, MDPI, vol. 8(5), pages 1-20, May.
    14. Riffat Ara Zannat Tama & Md Mahmudul Hoque & Ying Liu & Mohammad Jahangir Alam & Mark Yu, 2023. "An Application of Partial Least Squares Structural Equation Modeling (PLS-SEM) to Examining Farmers’ Behavioral Attitude and Intention towards Conservation Agriculture in Bangladesh," Agriculture, MDPI, vol. 13(2), pages 1-22, February.
    15. Sujin Park & Ali Tafti & Galit Shmueli, 2024. "Transporting Causal Effects Across Populations Using Structural Causal Modeling: An Illustration to Work-from-Home Productivity," Information Systems Research, INFORMS, vol. 35(2), pages 686-705, June.
    16. Martin Gassebner & Jerg Gutmann & Stefan Voigt, 2016. "When to expect a coup d’état? An extreme bounds analysis of coup determinants," Public Choice, Springer, vol. 169(3), pages 293-313, December.
    17. Sara Moussawi & Marios Koufaris & Raquel Benbunan-Fich, 2021. "How perceptions of intelligence and anthropomorphism affect adoption of personal intelligent agents," Electronic Markets, Springer;IIM University of St. Gallen, vol. 31(2), pages 343-364, June.
    18. Mengelkamp, Esther & Schönland, Thomas & Huber, Julian & Weinhardt, Christof, 2019. "The value of local electricity - A choice experiment among German residential customers," Energy Policy, Elsevier, vol. 130(C), pages 294-303.
    19. Alessandro Pollini & Alessandro Caforio, 2021. "Participation and Iterative Experiments: Designing Alternative Futures with Migrants and Service Providers," Social Sciences, MDPI, vol. 10(10), pages 1-13, September.
    20. Kaur, Puneet & Dhir, Amandeep & Bodhi, Rahul & Singh, Tripti & Almotairi, Mohammad, 2020. "Why do people use and recommend m-wallets?," Journal of Retailing and Consumer Services, Elsevier, vol. 56(C).

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:igg:jthi00:v:19:y:2023:i:1:p:1-18. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Journal Editor (email available below). General contact details of provider: https://www.igi-global.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.