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: https://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)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Hind M. Alotaibi & Suhad S. Sonbul & Dina A. El-Dakhs, 2025. "Factors influencing the acceptance and use of ChatGPT among English as a foreign language learners in Saudi Arabia," Palgrave Communications, Palgrave Macmillan, vol. 12(1), pages 1-13, December.

    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. Robertson, Jeandri & Ferreira, Caitlin & Botha, Elsamari & Oosthuizen, Kim, 2024. "Game changers: A generative AI prompt protocol to enhance human-AI knowledge co-construction," Business Horizons, Elsevier, vol. 67(5), pages 499-510.
    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. Samani, Ali Riahi & Talebian, Ahmadreza & Mishra, Sabyasachee & Golias, Mihalis, 2025. "Evaluating consumer shopping, delivery demands, and last-mile preferences: An integrated MDCEV-HCM approach," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 197(C).
    4. 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.
    5. 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.
    6. 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.
    7. 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.
    8. 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.
    9. 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.
    10. 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).
    11. Nistor, Cristian, 2013. "A conceptual model for the use of social media in companies," MPRA Paper 44224, University Library of Munich, Germany.
    12. Mohammad Iranmanesh & Suhaiza Zailani & Soroush Moeinzadeh & Davoud Nikbin, 2017. "Effect of green innovation on job satisfaction of electronic and electrical manufacturers’ employees through job intensity: personal innovativeness as moderator," Review of Managerial Science, Springer, vol. 11(2), pages 299-313, March.
    13. Giuseppe A Zito & Roland Wiest & Selma Aybek, 2020. "Neural correlates of sense of agency in motor control: A neuroimaging meta-analysis," PLOS ONE, Public Library of Science, vol. 15(6), pages 1-17, June.
    14. Minh Pham & Anh Tuyet Thi Nguyen & Duy Thien Tran & Tam Toai Mai & Vinh Trung Nguyen, 2023. "The impact of entrepreneurship knowledge on students' e-entrepreneurial intention formation and the moderating role of technological innovativeness," Journal of Innovation and Entrepreneurship, Springer, vol. 12(1), pages 1-30, December.
    15. Young Bum Kim & Seung Hee Lee, 2022. "Gender Differences in Correlates of Loneliness among Community-Dwelling Older Koreans," IJERPH, MDPI, vol. 19(12), pages 1-11, June.
    16. Adel Ben Youssef & Ludovic Ragni, 2008. "Uses of Information and Communication Technologies in Europe's Higher Education Institutions: From Digital Divides to Digital Trajectories," Post-Print halshs-00937212, HAL.
    17. Winai Nadee & Laddawan Kaewkitipong & Peter Ractham & Suwanna Sayruamyat, 2024. "An Investigation of the Intention to Visit Smart Tourism Destinations: Domestic Travelers vs. International Travelers," Sustainability, MDPI, vol. 16(23), pages 1-18, November.
    18. Niki Koutrou, 2018. "The Impact of the 2010 Women’s Rugby World Cup on Sustained Volunteering in the Rugby Community," Sustainability, MDPI, vol. 10(4), pages 1-20, March.
    19. Patricia Baudier & Galina Kondrateva & Chantal Ammi, 2020. "The future of Telemedicine Cabin? The case of the French students’ acceptability," Post-Print hal-02928918, HAL.
    20. Tao Zhang & Chao Feng & Hui Chen & Junjie Xian, 2022. "Calming the customers by AI: Investigating the role of chatbot acting-cute strategies in soothing negative customer emotions," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(4), pages 2277-2292, December.

    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.