What drives continuance intention to use a food-ordering chatbot? An examination of trust and satisfaction
ISSN: 0737-8831
Article publication date: 13 December 2021
Issue publication date: 22 August 2022
Abstract
Purpose
Artificial intelligence (AI) customer service chatbots are a new application service, and little is known about this type of service. This study applies service quality, trust and satisfaction to predict users' continuance intention to use a food-ordering chatbot.
Design/methodology/approach
The proposed model and hypotheses are tested using online questionnaire responses to collect users' perceptions of such services. One hundred and eleven responses of actual users were received.
Findings
Empirical results show that anthropomorphism and service quality, such as problem-solving, are the antecedents of trust and satisfaction, while satisfaction has the most significant direct effect on the users' intention.
Originality/value
The results provide further useful insights for service providers and chatbot developers to improve services.
Keywords
Acknowledgements
The authors gratefully acknowledge the Editor and anonymous reviewers for their valuable comments and constructive suggestions.
The authors would also like to thank the Ministry of Science and Technology of Taiwan for Grants MOST108-2511-H-005-001-MY3, MOST109-2511-H-025-003 and MOST110-2511-H-025-002-MY2 which supported part of this research.
Citation
Hsiao, K.-L. and Chen, C.-C. (2022), "What drives continuance intention to use a food-ordering chatbot? An examination of trust and satisfaction", Library Hi Tech, Vol. 40 No. 4, pp. 929-946. https://doi.org/10.1108/LHT-08-2021-0274
Publisher
:Emerald Publishing Limited
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