Proceedings of the 3rd International Conference on Business and Engineering Management (ICONBEM 2022)

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Factors Influence Satisfaction and Continuance Intention of Chatbot Users

Authors
Hisyam Binekas1, *, Prawira Fajarindra Belgiawan1
1School of Business and Management, Institut Teknologi Bandung, Bandung, Indonesia
*Corresponding author. Email: hisyam_binekas@sbm-itb.ac.id
Corresponding Author
Hisyam Binekas
Available Online 31 July 2023.
DOI
10.2991/978-94-6463-216-3_9How to use a DOI?
Keywords
Chatbot; Continuance Intention; Satisfaction; SEM-PLS
Abstract

The pandemic has led to increased penetration in the digitalization sector, one of which is online shopping. The increase in online shopping activities poses challenges for businesses serving consumers, especially customer service. In this situation, chatbots can be a solution to provide better service to consumers. Satisfaction and continuance intention of a chatbot is important variables because they relate to several desired outcomes by businesses. Information System Success (ISS) Model, Technology Acceptance Model (TAM), and Expectation-Confirmation Model (ECM) are combined. Using the SEM-PLS method on 210 respondents’ data collected concluded that satisfaction was significantly influenced by confirmation of expectations, perceived ease of use and enjoyment. Meanwhile, satisfaction, perceived enjoyment and usefulness significantly influence continuance intention. This research contributes in several ways related to the understanding of chatbot users in Indonesia and how to improve the experience based on the findings.

Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 3rd International Conference on Business and Engineering Management (ICONBEM 2022)
Series
Advances in Economics, Business and Management Research
Publication Date
31 July 2023
ISBN
10.2991/978-94-6463-216-3_9
ISSN
2352-5428
DOI
10.2991/978-94-6463-216-3_9How to use a DOI?
Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Hisyam Binekas
AU  - Prawira Fajarindra Belgiawan
PY  - 2023
DA  - 2023/07/31
TI  - Factors Influence Satisfaction and Continuance Intention of Chatbot Users
BT  - Proceedings of the 3rd International Conference on Business and Engineering Management (ICONBEM 2022)
PB  - Atlantis Press
SP  - 102
EP  - 116
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-216-3_9
DO  - 10.2991/978-94-6463-216-3_9
ID  - Binekas2023
ER  -