The determinant factors of continuance use of customer service chatbot in Indonesia e-commerce: extended expectation confirmation theory
Journal of Science and Technology Policy Management
ISSN: 2053-4620
Article publication date: 22 October 2024
Abstract
Purpose
The implementation of customer service chatbots in various industries is increasingly accepted globally. Previous research has not extensively explored the relationship between chatbot disclosure, technology anxiety, chatbot quality, customer experience and customer satisfaction derived from using chatbot customer service in e-commerce. Therefore, this paper aims to examine the determinant factors of customer service chatbot continuance intention by extending the expectation confirmation theory (ECT). The researchers integrate chatbot quality, technology anxiety and disclosure into ECT to comprehensively understand the phenomena.
Design/methodology/approach
The quantitative study uses the partial least square structural equation model disjoint two-stage approach with a sample of 310 respondents collected using purposive sampling.
Findings
The study reveals that perceived usefulness, confirmation and satisfaction positively affect customer service chatbot continuance intentions. Moreover, chatbot disclosure can enhance chatbot quality. However, technology anxiety negatively affects chatbot quality.
Originality/value
This research contributed to adapting customer service chatbots in Indonesian e-commerce, focusing on chatbot quality, technological anxiety and transparency. Furthermore, it underscores the need for clarity, addresses transaction-specific concerns and artificial intelligence-driven customer assistance in the Indonesian market.
Keywords
Acknowledgements
The authors acknowledge the use of Grammarly and Quillbot for improving the readability of this article. With the innovative and effective tools provided by Grammarly, we have been able to efficiently review and correct sentence structure, spelling, grammar and writing style. Likewise, Quillbot has helped us to enrich and change the sentences in more academic. Finally, we also acknowledge Native proofreading to help us improve the article. The contributions of all parties in this paper have brought significant added value to the writing of this article. Finally, the authors thank Aisha, Audre and Owen for supporting this research.
Author contributions: The following statements were used: A.M.S., P.U.: conceptualization; A.M.S., P.U., F.C.: methodology; A.M.S., P.U.: software; A.M.S., P.U., F.C.: validation; A.M.S., F.C.: formal analysis; A.M.S., P.U. investigation: A.M.S, P.U., F.C.: resources; A.M.S., P.U.: data curation; A.M.S.: writing—original draft preparation; A.M.S., P.U., F.C.: writing—review and editing; A.M.S.: visualization; A.M.S., P.U.: supervision; A.M.S., P.U., F.C.: project administration. All authors have read and agreed to the published version of the manuscript.
Data availability statement: Data can be accessed through this link: https://zenodo.org/records/13897082?token=eyJhbGciOiJIUzUxMiJ9.eyJpZCI6ImI5MmUyM2U4LTBlODItNDFjNC1iNzU0LTNhY2RmMTFlZTVmZSIsImRhdGEiOnt9LCJyYW5kb20iOiJlOWJkZTJjMzVhMmEwNDQwNDY1Y2I4YWQ3NWU3ODZkMCJ9.aeiwEPCIeJmUt3AVdrUyeBL_zZmH2FUZI41Q4IkT3rrDAHgXssRUOWjo9h0xFhSXgrsHeH9BFtu3CnFahqEFJA
Conflicts of interest: The authors declare no conflicts of interest.
Funding: No funding was received.
Citation
Sundjaja, A.M., Utomo, P. and Colline, F. (2024), "The determinant factors of continuance use of customer service chatbot in Indonesia e-commerce: extended expectation confirmation theory", Journal of Science and Technology Policy Management, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/JSTPM-04-2024-0137
Publisher
:Emerald Publishing Limited
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