The Impact of Trust in AI Chatbots on Users’ Behavior in Online Health Communities

Alain Osta (), Angelika Kokkinaki and Charbel Chedrawi
Additional contact information
Alain Osta: University of Nicosia
Angelika Kokkinaki: University of Nicosia
Charbel Chedrawi: University of Nicosia

A chapter in Leading and Managing in the Digital Era, 2024, pp 205-219 from Springer

Abstract: Abstract Current literature lacks sufficient evidence on adoption of AI conversational agents (chatbots) in the healthcare industry. This research paper aims to fill this gap by investigating the acceptance of chatbots in Online Health Communities (OHCs) through a defined research model. The study examines the influence of specific features on users’ intentions and actual usage of these communities. A quantitative methodology is employed, utilizing the proposed research model to analyse users’ behavior and intentions towards AI conversational agents/chatbots in OHCs. A total of 632 responses were received from 62 countries, of which 443 were complete. The findings highlight the interconnectedness between AI conversational agents/chatbots and OHCs, particularly their impact on users’ Behavioral Intention (BI). The Trust variable is found to significantly influence participants’ Behavioral Intention (BI) and Usage Behavior (UB) towards AI conversational agents/chatbots in OHCs. Additionally, factors such as experience in chatbots, experience in technology, occupation, and geographical zones are identified as significant moderators that affect BI and UB.

Date: 2024
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:lnichp:978-3-031-65782-5_14

Ordering information: This item can be ordered from
http://www.springer.com/9783031657825

DOI: 10.1007/978-3-031-65782-5_14

Access Statistics for this chapter

More chapters in Lecture Notes in Information Systems and Organization from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().