An Exploratory Consumer Research on Drivers of Chatbot Satisfaction: The Pivotal Role of Empathy in Human-Artificial Intelligence Interaction

Despina A. Karayanni (), Efthimios Dragotis, Yannis Stamatiou and Dimitra-Panagiota Panagiotakopoulou
Additional contact information
Despina A. Karayanni: University of Patras
Efthimios Dragotis: University of Patras
Yannis Stamatiou: University of Patras
Dimitra-Panagiota Panagiotakopoulou: University of Patras

A chapter in Strategic Innovative Marketing and Tourism, 2026, pp 645-653 from Springer

Abstract: Abstract The proliferation of chatbots across diverse business sectors has heightened the need to identify determinants of user satisfaction in human-artificial intelligence (AI) interactions. This study examines the impact of six key attributes: usefulness, entertainment, ease of use, empathy, privacy, and reliability, on consumer satisfaction with chatbot systems. Data were collected via a survey of a convenience sample of 363 participants with recent chatbot interaction experiences and analyzed using regression analysis and structural equation modeling (SEM) to construct a robust satisfaction model. The research results indicate that all six attributes may predict satisfaction (p

Keywords: Chatbots; Empathy; Satisfaction (search for similar items in EconPapers)
Date: 2026
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:prbchp:978-3-032-12968-0_70

Ordering information: This item can be ordered from
http://www.springer.com/9783032129680

DOI: 10.1007/978-3-032-12968-0_70

Access Statistics for this chapter

More chapters in Springer Proceedings in Business and Economics from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().