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What drives continuance intention to use a food-ordering chatbot? An examination of trust and satisfaction

Kuo-Lun Hsiao (Information Management, National Taichung University of Science and Technology, Taichung, Taiwan)
Chia-Chen Chen (Management Information Systems, National Chung Hsing University,Taichung, Taiwan)

Library Hi Tech

ISSN: 0737-8831

Article publication date: 13 December 2021

Issue publication date: 22 August 2022

2951

Abstract

Purpose

Artificial intelligence (AI) customer service chatbots are a new application service, and little is known about this type of service. This study applies service quality, trust and satisfaction to predict users' continuance intention to use a food-ordering chatbot.

Design/methodology/approach

The proposed model and hypotheses are tested using online questionnaire responses to collect users' perceptions of such services. One hundred and eleven responses of actual users were received.

Findings

Empirical results show that anthropomorphism and service quality, such as problem-solving, are the antecedents of trust and satisfaction, while satisfaction has the most significant direct effect on the users' intention.

Originality/value

The results provide further useful insights for service providers and chatbot developers to improve services.

Keywords

Acknowledgements

The authors gratefully acknowledge the Editor and anonymous reviewers for their valuable comments and constructive suggestions.

The authors would also like to thank the Ministry of Science and Technology of Taiwan for Grants MOST108-2511-H-005-001-MY3, MOST109-2511-H-025-003 and MOST110-2511-H-025-002-MY2 which supported part of this research.

Citation

Hsiao, K.-L. and Chen, C.-C. (2022), "What drives continuance intention to use a food-ordering chatbot? An examination of trust and satisfaction", Library Hi Tech, Vol. 40 No. 4, pp. 929-946. https://doi.org/10.1108/LHT-08-2021-0274

Publisher

:

Emerald Publishing Limited

Copyright © 2021, Emerald Publishing Limited

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