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 proceedingConference contributionpeer-review

3 Citations (Scopus)


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 languageEnglish
Title of host publicationInformation Systems and Technologies - WorldCIST 2022
EditorsAlvaro Rocha, Hojjat Adeli, Gintautas Dzemyda, Fernando Moreira
PublisherSpringer Science and Business Media Deutschland GmbH
Number of pages11
ISBN (Print)9783031048289
Publication statusPublished - 11 May 2022
Event10th World Conference on Information Systems and Technologies, WorldCIST 2022 - Budva, Montenegro
Duration: 12 Apr 202214 Apr 2022

Publication series

NameLecture Notes in Networks and Systems
Volume470 LNNS
ISSN (Print)2367-3370
ISSN (Electronic)2367-3389


Conference10th World Conference on Information Systems and Technologies, WorldCIST 2022


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


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