I, Chatbot: Modeling the determinants of users' satisfaction and continuance intention of AI-powered service agents
I, Chatbot: Modeling the determinants of users' satisfaction and continuance intention of AI-powered service agents
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DOI：
10.1016/j.tele.2020.101473
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发表时间：
2020-11-01
影响因子：
8.5
通讯作者：
Correia Loureiro, Sandra Maria
中科院分区：
文献类型：
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作者：
Ashfaq, Muhammad;Yun, Jiang;Correia Loureiro, Sandra Maria
聊天机器人主要是基于文本的会话代理，模拟与用户的对话。本研究旨在探讨用户对聊天机器人客户服务的满意度和持续意愿的驱动因素。我们提出了一个分析框架相结合的预期确认模型（ECM），信息系统成功（ISS）模型，TAM，并需要与服务员工（NFI-SE）的互动。通过对370名聊天机器人用户的数据分析发现，信息质量（IQ）和服务质量（SQ）对用户满意度有显著影响，感知享受（PE）、感知有用性（PU）和感知易用性（PEG-E）对用户持续使用意愿（CI）有显著预测作用。与员工互动的需要缓和的效果PETRONIC和PU的满意度。研究结果还显示，对聊天机器人电子服务的满意度是用户对聊天机器人的CI的一个强有力的决定因素和预测因素。因此，聊天机器人应该提高他们的信息和服务质量，以提高用户的满意度。研究结果表明，聊天机器人等数字技术服务可以与人类服务员工相结合，以满足数字用户的需求。
Chatbots are mainly text-based conversational agents that simulate conversations with users. This study aims to investigate drivers of users' satisfaction and continuance intention toward chatbot-based customer service. We propose an analytical framework combining the expectation-confirmation model (ECM), information system success (ISS) model, TAM, and the need for interaction with a service employee (NFI-SE). Analysis of data collected from 370 actual chatbot users reveals that information quality (IQ) and service quality (SQ) positively influence consumers' satisfaction, and that perceived enjoyment (PE), perceived usefulness (PU), and perceived ease of use (PEOU) are significant predictors of continuance intention (CI). The need for interaction with an employee moderates the effects of PEOU and PU on satisfaction. The findings also revealed that satisfaction with chatbot e-service is a strong determinant and predictor of users' CI toward chatbots. Thus, chatbots should enhance their information and service quality to increase users' satisfaction. The findings imply that digital technologies services, such as chatbots, could be combined with human service employees to satisfy digital users.