IDEAS home Printed from https://ideas.repec.org/h/spr/advbcp/978-94-6463-216-3_9.html

Factors Influence Satisfaction and Continuance Intention of Chatbot Users

In: Proceedings of the 3rd International Conference on Business and Engineering Management (IConBEM 2022)

Author

Listed:
  • Hisyam Binekas

    (Institut Teknologi Bandung, School of Business and Management)

  • Prawira Fajarindra Belgiawan

    (Institut Teknologi Bandung, School of Business and Management)

Abstract

The pandemic has led to increased penetration in the digitalization sector, one of which is online shopping. The increase in online shopping activities poses challenges for businesses serving consumers, especially customer service. In this situation, chatbots can be a solution to provide better service to consumers. Satisfaction and continuance intention of a chatbot is important variables because they relate to several desired outcomes by businesses. Information System Success (ISS) Model, Technology Acceptance Model (TAM), and Expectation-Confirmation Model (ECM) are combined. Using the SEM-PLS method on 210 respondents’ data collected concluded that satisfaction was significantly influenced by confirmation of expectations, perceived ease of use and enjoyment. Meanwhile, satisfaction, perceived enjoyment and usefulness significantly influence continuance intention. This research contributes in several ways related to the understanding of chatbot users in Indonesia and how to improve the experience based on the findings.

Suggested Citation

  • Hisyam Binekas & Prawira Fajarindra Belgiawan, 2023. "Factors Influence Satisfaction and Continuance Intention of Chatbot Users," Advances in Economics, Business and Management Research, in: Gita Widi Bhawika & Gogor Arif Handiwibowo & Ninditya Nareswari & Mushonnifun Faiz Sugihartanto (ed.), Proceedings of the 3rd International Conference on Business and Engineering Management (IConBEM 2022), pages 102-116, Springer.
    • Handle: RePEc:spr:advbcp:978-94-6463-216-3_9
    DOI: 10.2991/978-94-6463-216-3_9
    as

    Download full text from publisher

    To our knowledge, this item is not available for download. To find whether it is available, there are three options:
    1. Check below whether another version of this item is available online.
    2. Check on the provider's web page whether it is in fact available.
    3. Perform a
    for a similarly titled item that would be available.

    More about this item

    Keywords

    ;
    ;
    ;
    ;

    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:spr:advbcp:978-94-6463-216-3_9. 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.

    We have no bibliographic references for this item. You can help adding them by using 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: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.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.