The effect of customers' attitudes towards chatbots on their experience and behavioral intention in Turkey
Yükleniyor...
Dosyalar
Tarih
2021
Yazarlar
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
Croatian Interdisciplinary Society
Erişim Hakkı
info:eu-repo/semantics/closedAccess
Özet
Chatbots are a recent technology that brands and companies adopt to provide 24/7 customer service. However, some customers have several concerns regarding technology, and therefore, prefer talking to humans rather than chatbots. Brands must improve their chatbots based on customer experience because customers satisfied with chatbots are more likely to use them to contact brands/companies. Therefore, this article investigated the effect of perceived ease of use, usefulness, enjoyment, and risk factors on customer experience and behavioral intention regarding chatbots. The study also looked into the impact of customer experience on behavioral intention. The sample consisted of 211 chatbot users of Turkish recruited using non-probability convenience sampling. Data were analyzed using the Statistical Package for Social Sciences (SPSS) and SmartPLS3. The results showed that perceived ease of use and usefulness affected behavioral intention, but perceived risk had no impact on customer experience and behavioral intention regarding chatbots. Perceived enjoyment affected only customer experience. Lastly, customer experience affected behavioral intention.
Açıklama
Anahtar Kelimeler
Customer Service, Chatbot, Customer Experience, Behavioral Intention
Kaynak
Interdisciplinary Description of Complex Systems
WoS Q Değeri
N/A
Scopus Q Değeri
Cilt
19
Sayı
3
Künye
Gümüş, N., & Çark, Ö. (2021). The Effect of Customers’ Attitudes Towards Chatbots on their Experience and Behavioural Intention in Turkey. Interdisciplinary Description of Complex Systems: INDECS, 19(3), 420-436.
