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Users’ intention to adopt artificial intelligence-based chatbot: a meta-analysis

Author

Listed:
  • Bin Li
  • Yanhong Chen
  • Luning Liu
  • Bowen Zheng

Abstract

Due to contradictory findings in existing literature, the understanding of the adoption intention of AI-based chatbots has been limited. Hence, the objective of this paper is to perform a meta-analysis to investigate the determinants that impact users' usage intention of AI-based chatbots. A total of 54 published articles with a combined sample size of 18,266 were included in our study. The findings suggest that attitude, perceived usefulness, and trust are critical factors for the adoption of AI-based chatbots. Furthermore, the study also found that economic level and gender have moderating effects on certain relationships, such as economic level has a moderating effect on the relationship between attitude and usage intention. The results of this study make substantial contributions to both practical and theoretical domains.

Suggested Citation

  • Bin Li & Yanhong Chen & Luning Liu & Bowen Zheng, 2023. "Users’ intention to adopt artificial intelligence-based chatbot: a meta-analysis," The Service Industries Journal, Taylor & Francis Journals, vol. 43(15-16), pages 1117-1139, December.
    • Handle: RePEc:taf:servic:v:43:y:2023:i:15-16:p:1117-1139
    DOI: 10.1080/02642069.2023.2217756
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