Users’ intention to adopt artificial intelligence-based chatbot: a meta-analysis

Bin Li, Yanhong Chen, Luning Liu and Bowen Zheng

The Service Industries Journal, 2023, vol. 43, issue 15-16, 1117-1139

Abstract: Due to contradictory findings in existing literature, the understanding of the adoption intention of AI-based chatbots has been limited. Hence, the objective of this paper is to perform a meta-analysis to investigate the determinants that impact users' usage intention of AI-based chatbots. A total of 54 published articles with a combined sample size of 18,266 were included in our study. The findings suggest that attitude, perceived usefulness, and trust are critical factors for the adoption of AI-based chatbots. Furthermore, the study also found that economic level and gender have moderating effects on certain relationships, such as economic level has a moderating effect on the relationship between attitude and usage intention. The results of this study make substantial contributions to both practical and theoretical domains.

Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:43:y:2023:i:15-16:p:1117-1139

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DOI: 10.1080/02642069.2023.2217756

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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