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^*

^*Autor correspondente para este trabalho

Resultado de pesquisa › revisão de pares

12 Citações (Scopus)

1467 Transferências (Pure)

Resumo

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.

Idioma original	English
Título da publicação do anfitrião	Information Systems and Technologies - WorldCIST 2022
Editores	Alvaro Rocha, Hojjat Adeli, Gintautas Dzemyda, Fernando Moreira
Editora	Springer Science and Business Media Deutschland GmbH
Páginas	462-472
Número de páginas	11
ISBN (impresso)	9783031048289
DOIs	https://doi.org/10.1007/978-3-031-04829-6_41
Estado da publicação	Publicado - 11 mai. 2022
Evento	10th World Conference on Information Systems and Technologies, WorldCIST 2022 - Budva Duração: 12 abr. 2022 → 14 abr. 2022

Série de publicação

Nome	Lecture Notes in Networks and Systems
Volume	470 LNNS
ISSN (impresso)	2367-3370
ISSN (eletrónico)	2367-3389

Conferência

Conferência	10th World Conference on Information Systems and Technologies, WorldCIST 2022
País/Território	Montenegro
Cidade	Budva
Período	12/04/22 → 14/04/22

Acesso ao documento

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

44055500Accepted author manuscript, 194 KBLicença: Unspecified

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

Outros arquivos e links

Link to publication in Scopus

CEGE: Research Center in Management and Economics
Silva, M. (Professor Catedrático), Sousa, R. (Professor Catedrático), Alves, P. (Professor Auxiliar), Madsen, A. (Professor Auxiliar Convidado), Lourenço, A. (Professor Associado), Carvalho, A. S. (Professor Associado), Andrade, A. (Professor Auxiliar), Silva, P. D. (Professor Associado), Vlačić, B. (Professor Auxiliar Convidado), Martins, C. (Professor Auxiliar Convidado), Gomes, C. (Investigador Auxiliar), Gevrek, Z. E. (Professor Auxiliar Convidado), Oliveira, F. G. D. (Professor Associado), Faria, G. (Professor Associado Convidado), Marreiros, H. (Bolseiro), Pinho, J. (Professor Auxiliar Convidado), Machado, J. (Professor Associado), Araújo, J. (Investigador Auxiliar), Pinto, J. (Professor Auxiliar), Rego, A. (Professor Catedrático), Gaspar, J. M. (Investigador Auxiliar), Corbo, L. (Professor Auxiliar Convidado), Costa, L. (Professor Associado), Fernandes, L. (Professor Auxiliar), Sottomayor, M. (Professor Auxiliar), Martins, N. (Professor Catedrático), Hernández-Marrero, P. (Investigador Auxiliar), Gonçalves, R. (Professor Associado), Ribeiro, R. (PI), Coelho, S. L. (Docente Assistente), Pereira, S. M. (Investigador Auxiliar), Silva, S. (Professor Associado), Rodrigues, V. (Professor Associado), Sotiros, D. G. (Investigador Auxiliar), Valverde, C. (Professor Auxiliar), Leitão, A. (Professor Auxiliar), Julião, J. (Professor Auxiliar), Tavares, M. (Professor Auxiliar), Lages, C. R. (Investigador Auxiliar), Elmashhara, M. G. (Investigador Auxiliar) & Teymourifar, A. (Investigador Auxiliar)
1/01/20 → 31/12/25
Projeto

Citação

Soares, A. M., Camacho, C., & Elmashhara, M. G. (2022). Understanding the impact of chatbots on purchase intention. Em 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).

@inproceedings{669a27541da84250a65c70a8d791e076,

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\}",

note = "Publisher Copyright: {\textcopyright} 2022, The Author(s), under exclusive license to Springer Nature Switzerland AG.; 10th World Conference on Information Systems and Technologies, WorldCIST 2022 ; Conference date: 12-04-2022 Through 14-04-2022",

year = "2022",

month = may,

day = "11",

doi = "10.1007/978-3-031-04829-6\_41",

language = "English",

isbn = "9783031048289",

series = "Lecture Notes in Networks and Systems",

publisher = "Springer Science and Business Media Deutschland GmbH",

pages = "462--472",

editor = "Alvaro Rocha and Hojjat Adeli and Gintautas Dzemyda and Fernando Moreira",

booktitle = "Information Systems and Technologies - WorldCIST 2022",

address = "Germany",

}

Soares, AM, Camacho, C & Elmashhara, MG 2022, Understanding the impact of chatbots on purchase intention. em 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).

Resultado de pesquisa › revisão de pares

TY - GEN

T1 - Understanding the impact of chatbots on purchase intention

AU - Soares, Ana Maria

AU - Camacho, Catarina

AU - Elmashhara, Maher Georges

PY - 2022/5/11

Y1 - 2022/5/11

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.

KW - Attitude

KW - Chatbots

KW - Perceived ease of use

KW - Perceived usefulness

KW - Purchase intention

KW - Satisfaction

KW - Trust

UR - https://www.scopus.com/pages/publications/85130219420

U2 - 10.1007/978-3-031-04829-6_41

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

M3 - Conference contribution

AN - SCOPUS:85130219420

SN - 9783031048289

T3 - Lecture Notes in Networks and Systems

SP - 462

EP - 472

BT - Information Systems and Technologies - WorldCIST 2022

A2 - Rocha, Alvaro

A2 - Adeli, Hojjat

A2 - Dzemyda, Gintautas

A2 - Moreira, Fernando

PB - Springer Science and Business Media Deutschland GmbH

T2 - 10th World Conference on Information Systems and Technologies, WorldCIST 2022

Y2 - 12 April 2022 through 14 April 2022

ER -

Understanding the impact of chatbots on purchase intention

Resumo

Série de publicação

Conferência

Acesso ao documento

Outros arquivos e links

Impressão digital

Projetos

CEGE: Research Center in Management and Economics

Citação