From Perception to Action: The Role of Trust, Satisfaction, and Perceived Humanness in Ecological Chatbot Adoption

Safa Jridi
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Safa Jridi: University of Tunis El Manar, Tunisia

International Journal of Research and Innovation in Social Science, 2025, vol. 9, issue 6, 3495-3503

Abstract: In the context of ecological emergency and the growing development of artificial intelligence (AI)-based conversational agents, this research investigates the impact of relational perceptions, perceived humanness, trust, and satisfaction, on the intention to use these ecologically oriented agents. An experiment combined with a questionnaire was conducted with 272 participants. The data collected were analyzed using the Partial Least Squares Structural Equation Modeling (PLS-SEM) method. The results reveal that perceived humanness, trust, and satisfaction toward the AI-based conversational agent positively and significantly influence the intention to use such technologies to promote sustainable behaviors. These findings provide practical insights for stakeholders involved in the ecological transition—businesses, public institutions, and NGOs—who aim to deploy ethical and accessible digital solutions, especially in contexts where environmental awareness remains limited. This study is distinctive in its integrated approach linking responsible digital marketing, AI perception, and the promotion of sustainable behaviors.

Date: 2025
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