Factors Influence Satisfaction and Continuance Intention of Chatbot Users

Hisyam Binekas () and Prawira Fajarindra Belgiawan
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Hisyam Binekas: Institut Teknologi Bandung, School of Business and Management
Prawira Fajarindra Belgiawan: Institut Teknologi Bandung, School of Business and Management

A chapter in Proceedings of the 3rd International Conference on Business and Engineering Management (IConBEM 2022), 2023, pp 102-116 from Springer

Abstract: Abstract The pandemic has led to increased penetration in the digitalization sector, one of which is online shopping. The increase in online shopping activities poses challenges for businesses serving consumers, especially customer service. In this situation, chatbots can be a solution to provide better service to consumers. Satisfaction and continuance intention of a chatbot is important variables because they relate to several desired outcomes by businesses. Information System Success (ISS) Model, Technology Acceptance Model (TAM), and Expectation-Confirmation Model (ECM) are combined. Using the SEM-PLS method on 210 respondents’ data collected concluded that satisfaction was significantly influenced by confirmation of expectations, perceived ease of use and enjoyment. Meanwhile, satisfaction, perceived enjoyment and usefulness significantly influence continuance intention. This research contributes in several ways related to the understanding of chatbot users in Indonesia and how to improve the experience based on the findings.

Keywords: Chatbot; Continuance Intention; Satisfaction; SEM-PLS (search for similar items in EconPapers)
Date: 2023
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DOI: 10.2991/978-94-6463-216-3_9

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