Electronic Resource

Article - How Do AI-driven Chatbots Impact User Experience? Examining Gratifications, Perceived Privacy Risk, Satisfaction, Loyalty, and Continued Use Vol: 64 (Issue): 4 Hal: 592–614

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This study examined how artificial intelligence (AI)-
driven chatbots impact user experience. It collected
survey data from 1,064 consumers who used any
chatbot service from the top 30 brands in the U.S.

Results indicated that utilitarian (information), hedo-
nic (entertainment), technology (media appeal), and

social (social presence) gratifications obtained from
chatbot use positively predicted users’ satisfaction

with chatbot services of their selected brand. In con-
trast, perceived privacy risk associated with chatbot

use reduced user satisfaction. Data also demonstrated

that user satisfaction positively affected both the con-
tinued use intention of chatbot services and customer

loyalty. Implications of this study are discussed.

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

302.231 CHE h

Penerbit

: Routledge (Taylor & Francis Group)., 2020

Deskripsi Fisik

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Bahasa

English

ISBN/ISSN

1550-6290

Klasifikasi

302.231 CHE h

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

Vol: 64 (Issue): 4 Hal: 592–614

Subjek

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Info Detail Spesifik

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Pernyataan Tanggungjawab

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Versi lain/terkait

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