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- Publisher
- Emerald Publishing
- Copyright
- © Emerald Publishing Limited
- ISSN
- 0737-8831
- DOI
- 10.1108/lht-08-2021-0274
- Publisher site
- See Article on Publisher Site
Abstract
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/approachThe 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.FindingsEmpirical 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/valueThe results provide further useful insights for service providers and chatbot developers to improve services.
Journal
Library Hi Tech – Emerald Publishing
Published: Aug 22, 2022
Keywords: AI service chatbot; Customer usage intention; Trust; Customer satisfaction; Online service quality