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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
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    References listed on IDEAS

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    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.
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