Young adults’ experience of housing and real estate chatbots in India: effort expectancy moderated model

Blesson Varghese James, David Joseph and Nisha Daniel

International Journal of Housing Markets and Analysis, 2023, vol. 17, issue 4, 1050-1066

Abstract: Purpose - This study aims to recognize the role of information system (IS) model on young adults’ experience of housing and real estate chatbots. This model of IS takes into account the quality of information, the quality of system and the quality of service. Design/methodology/approach - This study uses a sample frame for analysis which comprises young adult population in India, i.e. between the ages of 18 and 35. A questionnaire consisting of five components was used to collect information in a structured manner. The 386 responses thus collected were analysed using the structural equation model. Findings - It was found that there is a significant influence of the quality of information, quality of system and quality of service on young adults’ experience of housing and real estate chatbots. The findings also showed that there is moderation role of effort expectancy between the quality parameters and young adults’ user experience of housing and real estate chatbots. Research limitations/implications - This study focusses exclusively on the young adults from various parts of India. Future research can consider larger population categories across age groups and across sectors employing chatbots. Practical implications - This study will enable in-depth understanding of IS model – quality dimensions’ relation with the user experience. In particular, housing and real estate organisations will profit from the expanded usage of artificial intelligence through chatbots for user correspondence and communication. Originality/value - To the best of the authors’ knowledge, this study is first of its kind, as it investigates how IS model – quality dimensions affect the young adults’ experience of housing and real estate chatbots in India. This study also ventures into identifying the moderation role of effort expectancy between the quality dimensions as per IS model and young adults’ experience of housing and real estate chatbots. This study will be useful for the stakeholders of housing and real estate industry.

Keywords: Chatbots; Young adult user experience; Effort expectancy; Information system model; Artificial intelligence; Housing and real estate (search for similar items in EconPapers)
Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:eme:ijhmap:ijhma-01-2023-0004

DOI: 10.1108/IJHMA-01-2023-0004

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