The Effect of Customers’ Attitudes Towards Chatbots on their Experience and Behavioural Intention in Turkey

Gümüş, Niyazi; Çark, Özgür

doi:10.7906/indecs.19.3.6

Cited by 14 publications

(4 citation statements)

References 27 publications

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“…Several services have found use for chatbots, including those aimed at facilitating student-teacher interactions, tourist-visitor interactions, and online shopper interactions (Lin et al, 2022). A chatbot is a service agent powered by artificial intelligence (AI) that has the ability to have "natural" conversations with customers in order to gather specific details about their needs (Gümüş & Çark, 2021). The word "bot" in "chatbot" is short for "robot", which suggests that chatbots are computer programs or systems that simulate human conversation with others.…”

Section: Chatbot Adoptionmentioning

confidence: 99%

Factors Affecting Consumers Adoption of AI-Based Chatbots: The Role of Anthropomorphism

Alboqami¹

2023

AJIBM

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Previous studies paid more attention to factors affecting consumers intentions and behaviors to adopt IT in the retail industry; however, little attention has been paid to factors affecting consumer intentions to adopt chatbots in the retails industry. This study utilizes technology acceptance models to explore these factors. Quantitative approach method using online survey was adopted to collect data from consumers in Saudi Arabia retail industry. We collected data from 903 consumers and analyzed it using structural equation modeling technique. The findings indicated that perceived intelligence, perceived ease of use, and perceived usefulness have a significant positive influence on consumers intentions to adopt chatbots. It also indicated that technological anxiety has a negative influence on intentions. Our study indicated that anthropomorphism plays a moderating role on these relationships. Our study offers meaningful implications for retailers and marketer to develop their marketing plan and strategy.

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Section: Chatbot Adoptionmentioning

confidence: 99%

Factors Affecting Consumers Adoption of AI-Based Chatbots: The Role of Anthropomorphism

Alboqami¹

2023

AJIBM

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“…al, 2020;Kasilingam, 2020;Rese et. al, 2020;Gümüş and Çark, 2021;Huang and Kao, 2021). The hypothesis results of the model for the Azerbaijan sample are given in detail in Table 6.…”

Section: Azerbaijan Samplementioning

confidence: 99%

What are the Drivers of Using Chatbots in Online Shopping A Cross-Country Analysis

Çelik¹,

Hüseyinli²,

Can³

2022

isarder

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Purpose –Technological evolutions have made the products & services almost identical, and experience becomes the key differentiation tool for competition. Especially the service companies design customer journey to create memorable, amusing, and recommendable experiences. AI chatbots help enrich the customer experience and save cost and time with its automated structure. With this study, it’s aimed to discover the determinants of young consumers’ intention to use chatbots in e-shopping comparatively in Turkey and Azerbaijan. Design/methodology/approach –The research model was based on Technology Acceptance Model and U&G Theory. The data gathered via an online questionnaire; 300 responses were analyzed using SEM. Findings:The findings showed that the perceived ease of use didn’t positively affect the perceived usefulness of chatbots in Turkish sample; however, the communication competence positively affects perceived usefulness, and the entertainment positively affects theattitude towards chatbots. For Azerbaijani sample, the research model was wholly confirmed with the causal relationships among all variables. Discussion –This article clarifies underlying motives for usage intention during online shopping of university students living in different countries and provides practical implications about the consumers’ expectancies regarding chatbots during e-shopping. As a gratification factor, entertainment is an important determinant to experience and create a positive attitude towards chatbot. Designing an easy-to-use chatbot is not adequate to encourage the consumers to use chatbot but the chatbot should have the ability to solve not only standard problems but also particular problems faced by the consumers. In online shopping via chatbots consumers’ fears and reservations about privacy concern can be eliminated by offering safer payment options like cash/credit card at the door.

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“…‫ل‬ ‫م‬ ‫اح‬ ‫ال‬ ‫م‬ ‫ي‬ ‫الع‬ ‫اول‬ ‫وت‬ (Alt et al, 2021;Cheng & Jiang, 2020;Elmashhara et al, 2023;Goli et al, 2023;Gümüş & Çark, 2021;Hepziba & John, 2020;Huang et al, 2021;Li et al, 2023;Ruan & Mezei, 2022;Song & Shin, 2022;Supakchaya et al, 2021;Tamara et al, 2023;Toader et al, 2020;Trawnih et al, 2022;Trivedi, 2019;Yu, 2021…”

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اتجاه العملاء نحو التسوق باستخدام روبوتات المحادثة التفاعلية (Chatbots) وعلاقته بالارتباط الرقمى: الدور المعدل للخصوصية المدركة والاستغراق الشرائي

عبداللطيف

2024

التجارة والتمويل

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This research aimed to test the attitude of Egyptian consumers towards shopping assistant chatbots and its relationship with digital engagement through mediating role of functional usefulness, hedonic usefulness, and attitude, as well as the moderating role of perceived privacy and purchase involvement. A structural equation modelling has been developed to investigate the relationship between research variables. The quantitative method was chosen in this research with deductive approach. To collect the primary data, the researcher designed a questionnaire and data have been collected from websites from Egyptian consumers. The Warp PLS 7 program is used for processing primary data. Response size is 436.The results show that shopping assistant chatbots, functional usefulness, hedonic usefulness, attitude, perceived privacy, purchase involvement and digital engagement are significantly related. It indicates that functional usefulness is affected positively by some determinants of shopping assistant chatbots. Also, it indicates that hedonic usefulness is affected positively by some determinants of shopping assistant chatbots. Functional usefulness and hedonic usefulness have a positive effect on attitude towards shopping assistant chatbots. Some determinants of shopping assistant chatbots have a positive effect on digital engagement. In addition, it shows that functional usefulness and hedonic usefulness, and attitude significantly mediate the relationship between shopping assistant chatbots and digital engagement. It also found a significant moderating role for both perceived privacy and purchase involvement in the relationship between attitude towards shopping assistant chatbots and digital engagement. The results also found significant differences in customers , perception of research variables according to gender, age, monthly income, education level.

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The Effect of Customers’ Attitudes Towards Chatbots on their Experience and Behavioural Intention in Turkey

Cited by 14 publications

References 27 publications

Factors Affecting Consumers Adoption of AI-Based Chatbots: The Role of Anthropomorphism

Factors Affecting Consumers Adoption of AI-Based Chatbots: The Role of Anthropomorphism

What are the Drivers of Using Chatbots in Online Shopping A Cross-Country Analysis

اتجاه العملاء نحو التسوق باستخدام روبوتات المحادثة التفاعلية (Chatbots) وعلاقته بالارتباط الرقمى: الدور المعدل للخصوصية المدركة والاستغراق الشرائي

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