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An Exploratory Consumer Research on Drivers of Chatbot Satisfaction: The Pivotal Role of Empathy in Human-Artificial Intelligence Interaction

In: Strategic Innovative Marketing and Tourism

Author

Listed:
  • Despina A. Karayanni

    (University of Patras)

  • Efthimios Dragotis

    (University of Patras)

  • Yannis Stamatiou

    (University of Patras)

  • Dimitra-Panagiota Panagiotakopoulou

    (University of Patras)

Abstract

The proliferation of chatbots across diverse business sectors has heightened the need to identify determinants of user satisfaction in human-artificial intelligence (AI) interactions. This study examines the impact of six key attributes: usefulness, entertainment, ease of use, empathy, privacy, and reliability, on consumer satisfaction with chatbot systems. Data were collected via a survey of a convenience sample of 363 participants with recent chatbot interaction experiences and analyzed using regression analysis and structural equation modeling (SEM) to construct a robust satisfaction model. The research results indicate that all six attributes may predict satisfaction (p

Suggested Citation

  • Despina A. Karayanni & Efthimios Dragotis & Yannis Stamatiou & Dimitra-Panagiota Panagiotakopoulou, 2026. "An Exploratory Consumer Research on Drivers of Chatbot Satisfaction: The Pivotal Role of Empathy in Human-Artificial Intelligence Interaction," Springer Proceedings in Business and Economics, in: Androniki Kavoura & Ulrike Gretzel & Vasiliki Vrana (ed.), Strategic Innovative Marketing and Tourism, pages 645-653, Springer.
    • Handle: RePEc:spr:prbchp:978-3-032-12968-0_70
    DOI: 10.1007/978-3-032-12968-0_70
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