Electronic Resource

Article - What makes you continuously use chatbot services? Evidence from chinese online travel agencies Vol: 31 (Issue): 3 Hal: 575–599

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Thanks to artificial intelligence, chatbots have been applied to many consumer-facing applications, especially to online travel
agencies (OTAs). This study aims to identify five quality dimensions of chatbot services and investigate their effect on user
confirmation, which in turn leads to use continuance. In addition, the moderating role of technology anxiety in the relationships
between chatbot quality dimensions and post-use confirmation is examined. Survey data were gathered from 295 users of

Chinese OTAs. Partial Least Square (PLS) was used to analyze measurement and structural models. Understandability, reliabil-
ity, assurance, and interactivity are positively associated with post-use confirmation and technology anxiety moderates the

relationships between four chatbot quality dimensions and confirmation. Confirmation is positively associated with satisfaction,
which in turn influences use continuance intention. This study examines how chatbot services in OTAs are considered by users
(human-like agents vs. technology-enabled services) by investigating the moderating role of technology anxiety.

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

910.285 LI w

Penerbit

: Springer Science & Business Media.,

Deskripsi Fisik

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Bahasa

English

ISBN/ISSN

1422-8890

Klasifikasi

910.285 LI w

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

Vol: 31 (Issue): 3 Hal: 575–599

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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