Understanding the impact of chatbots on purchase intention

Ana Maria Soares; Catarina Camacho; Maher Georges Elmashhara

doi:10.1007/978-3-031-04829-6_41

Understanding the impact of chatbots on purchase intention

Ana Maria Soares^*, Catarina Camacho^*, Maher Georges Elmashhara^*

^*Corresponding author for this work

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

6 Citations (Scopus)

432 Downloads

Abstract

This paper aims to understand the use of chatbots as digital assistants in e-commerce sites. We investigate the impact of several chatbot attributes, specifically perceived usefulness, perceived ease of use, and trust on consumer attitude and satisfaction with the chatbot, and the effect of these two outcomes on purchase intention. A survey was carried out with 298 valid respondents to test the proposed model. The results indicate significant positive effects of both perceived usefulness and trust on both attitude towards chatbots and satisfaction. The findings did not reveal any significant impact of perceived ease of use on attitude and satisfaction, furthermore, these two outcomes did not significantly influence purchase intention calling for further research to help explain behavioral outcomes towards these relatively new conversational agents.

Original language	English
Title of host publication	Information Systems and Technologies - WorldCIST 2022
Editors	Alvaro Rocha, Hojjat Adeli, Gintautas Dzemyda, Fernando Moreira
Publisher	Springer Science and Business Media Deutschland GmbH
Pages	462-472
Number of pages	11
ISBN (Print)	9783031048289
DOIs	https://doi.org/10.1007/978-3-031-04829-6_41
Publication status	Published - 11 May 2022
Event	10th World Conference on Information Systems and Technologies, WorldCIST 2022 - Budva, Montenegro Duration: 12 Apr 2022 → 14 Apr 2022

Publication series

Name	Lecture Notes in Networks and Systems
Volume	470 LNNS
ISSN (Print)	2367-3370
ISSN (Electronic)	2367-3389

Conference

Conference	10th World Conference on Information Systems and Technologies, WorldCIST 2022
Country/Territory	Montenegro
City	Budva
Period	12/04/22 → 14/04/22

Keywords

Attitude
Chatbots
Perceived ease of use
Perceived usefulness
Purchase intention
Satisfaction
Trust

Access to Document

10.1007/978-3-031-04829-6_41

44055500Accepted author manuscript, 194 KBLicence: Unspecified

http://hdl.handle.net/10400.14/37888Licence: Unspecified

Cite this

Soares, A. M., Camacho, C., & Elmashhara, M. G. (2022). Understanding the impact of chatbots on purchase intention. In A. Rocha, H. Adeli, G. Dzemyda, & F. Moreira (Eds.), Information Systems and Technologies - WorldCIST 2022 (pp. 462-472). (Lecture Notes in Networks and Systems; Vol. 470 LNNS). Springer Science and Business Media Deutschland GmbH. https://doi.org/10.1007/978-3-031-04829-6_41

Soares, Ana Maria ; Camacho, Catarina ; Elmashhara, Maher Georges. / Understanding the impact of chatbots on purchase intention. Information Systems and Technologies - WorldCIST 2022. editor / Alvaro Rocha ; Hojjat Adeli ; Gintautas Dzemyda ; Fernando Moreira. Springer Science and Business Media Deutschland GmbH, 2022. pp. 462-472 (Lecture Notes in Networks and Systems).

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title = "Understanding the impact of chatbots on purchase intention",

abstract = "This paper aims to understand the use of chatbots as digital assistants in e-commerce sites. We investigate the impact of several chatbot attributes, specifically perceived usefulness, perceived ease of use, and trust on consumer attitude and satisfaction with the chatbot, and the effect of these two outcomes on purchase intention. A survey was carried out with 298 valid respondents to test the proposed model. The results indicate significant positive effects of both perceived usefulness and trust on both attitude towards chatbots and satisfaction. The findings did not reveal any significant impact of perceived ease of use on attitude and satisfaction, furthermore, these two outcomes did not significantly influence purchase intention calling for further research to help explain behavioral outcomes towards these relatively new conversational agents.",

keywords = "Attitude, Chatbots, Perceived ease of use, Perceived usefulness, Purchase intention, Satisfaction, Trust",

author = "Soares, {Ana Maria} and Catarina Camacho and Elmashhara, {Maher Georges}",

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series = "Lecture Notes in Networks and Systems",

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Soares, AM, Camacho, C & Elmashhara, MG 2022, Understanding the impact of chatbots on purchase intention. in A Rocha, H Adeli, G Dzemyda & F Moreira (eds), Information Systems and Technologies - WorldCIST 2022. Lecture Notes in Networks and Systems, vol. 470 LNNS, Springer Science and Business Media Deutschland GmbH, pp. 462-472, 10th World Conference on Information Systems and Technologies, WorldCIST 2022, Budva, Montenegro, 12/04/22. https://doi.org/10.1007/978-3-031-04829-6_41

Understanding the impact of chatbots on purchase intention. / Soares, Ana Maria; Camacho, Catarina; Elmashhara, Maher Georges.
Information Systems and Technologies - WorldCIST 2022. ed. / Alvaro Rocha; Hojjat Adeli; Gintautas Dzemyda; Fernando Moreira. Springer Science and Business Media Deutschland GmbH, 2022. p. 462-472 (Lecture Notes in Networks and Systems; Vol. 470 LNNS).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

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AU - Camacho, Catarina

AU - Elmashhara, Maher Georges

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N2 - This paper aims to understand the use of chatbots as digital assistants in e-commerce sites. We investigate the impact of several chatbot attributes, specifically perceived usefulness, perceived ease of use, and trust on consumer attitude and satisfaction with the chatbot, and the effect of these two outcomes on purchase intention. A survey was carried out with 298 valid respondents to test the proposed model. The results indicate significant positive effects of both perceived usefulness and trust on both attitude towards chatbots and satisfaction. The findings did not reveal any significant impact of perceived ease of use on attitude and satisfaction, furthermore, these two outcomes did not significantly influence purchase intention calling for further research to help explain behavioral outcomes towards these relatively new conversational agents.

AB - This paper aims to understand the use of chatbots as digital assistants in e-commerce sites. We investigate the impact of several chatbot attributes, specifically perceived usefulness, perceived ease of use, and trust on consumer attitude and satisfaction with the chatbot, and the effect of these two outcomes on purchase intention. A survey was carried out with 298 valid respondents to test the proposed model. The results indicate significant positive effects of both perceived usefulness and trust on both attitude towards chatbots and satisfaction. The findings did not reveal any significant impact of perceived ease of use on attitude and satisfaction, furthermore, these two outcomes did not significantly influence purchase intention calling for further research to help explain behavioral outcomes towards these relatively new conversational agents.

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Understanding the impact of chatbots on purchase intention

Abstract

Publication series

Conference

Keywords

Access to Document

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Fingerprint

CEGE: Research Center in Management and Economics

Cite this

Understanding the impact of chatbots on purchase intention

Abstract

Publication series

Conference

Keywords

Access to Document

Other files and links

Fingerprint

Projects

CEGE: Research Center in Management and Economics

Cite this