Modeling Nonusers’ Behavioral Intention towards Mobile Chatbot Adoption: An Extension of the UTAUT2 Model with Mobile Service Quality Determinants
Artificial intelligence agents (chatbots), which are programs to communicate with users primarily in customer service contexts, are an alternative interaction channel supporting businesses in the digital environment and vital components in customer service. The present empirical paper, which is aime...
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| Format: | Article |
| Language: | English |
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Wiley
2023-01-01
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| Series: | Human Behavior and Emerging Technologies |
| Online Access: | http://dx.doi.org/10.1155/2023/8859989 |
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| author | Gatzioufa Paraskevi Vaggelis Saprikis Giorgos Avlogiaris |
| author_facet | Gatzioufa Paraskevi Vaggelis Saprikis Giorgos Avlogiaris |
| author_sort | Gatzioufa Paraskevi |
| collection | DOAJ |
| description | Artificial intelligence agents (chatbots), which are programs to communicate with users primarily in customer service contexts, are an alternative interaction channel supporting businesses in the digital environment and vital components in customer service. The present empirical paper, which is aimed at identifying and discussing the factors motivating nonusers to adopt the specific technology in mobile contexts, proposes a comprehensive conceptual model, which combines the UTAUT 2 behavioral theory with variables of mobile service quality contexts, such as information quality, privacy concerns, interface, and equipment, as well as trust and mobility factors. Data analysis, based on the partial least squares structural equation modeling (PLS-SEM) statistical method, revealed that performance expectancy, facilitating factors, hedonic motivation, mobility, trust, and service quality positively affect nonusers’ behavioral intention to adopt chatbots. In addition, equipment, interface, and trust have a significant impact on users’ trust in the context of mobile chatbots. Personal data privacy issues also have a negative effect on trust, in contrast to effort expectancy, which positively affects performance expectancy. As mobile service quality factors have not been investigated before in the context of chatbots, the findings of the present research are expected to provide useful insights both to academia and the business industry. |
| format | Article |
| id | doaj-art-1887e091e6764be7a7fc3d4d139645df |
| institution | Kabale University |
| issn | 2578-1863 |
| language | English |
| publishDate | 2023-01-01 |
| publisher | Wiley |
| record_format | Article |
| series | Human Behavior and Emerging Technologies |
| spelling | doaj-art-1887e091e6764be7a7fc3d4d139645df2025-02-03T05:57:01ZengWileyHuman Behavior and Emerging Technologies2578-18632023-01-01202310.1155/2023/8859989Modeling Nonusers’ Behavioral Intention towards Mobile Chatbot Adoption: An Extension of the UTAUT2 Model with Mobile Service Quality DeterminantsGatzioufa Paraskevi0Vaggelis Saprikis1Giorgos Avlogiaris2Department of Management Science and TechnologyDepartment of Management Science and TechnologyDepartment of Statistics and Insurance ScienceArtificial intelligence agents (chatbots), which are programs to communicate with users primarily in customer service contexts, are an alternative interaction channel supporting businesses in the digital environment and vital components in customer service. The present empirical paper, which is aimed at identifying and discussing the factors motivating nonusers to adopt the specific technology in mobile contexts, proposes a comprehensive conceptual model, which combines the UTAUT 2 behavioral theory with variables of mobile service quality contexts, such as information quality, privacy concerns, interface, and equipment, as well as trust and mobility factors. Data analysis, based on the partial least squares structural equation modeling (PLS-SEM) statistical method, revealed that performance expectancy, facilitating factors, hedonic motivation, mobility, trust, and service quality positively affect nonusers’ behavioral intention to adopt chatbots. In addition, equipment, interface, and trust have a significant impact on users’ trust in the context of mobile chatbots. Personal data privacy issues also have a negative effect on trust, in contrast to effort expectancy, which positively affects performance expectancy. As mobile service quality factors have not been investigated before in the context of chatbots, the findings of the present research are expected to provide useful insights both to academia and the business industry.http://dx.doi.org/10.1155/2023/8859989 |
| spellingShingle | Gatzioufa Paraskevi Vaggelis Saprikis Giorgos Avlogiaris Modeling Nonusers’ Behavioral Intention towards Mobile Chatbot Adoption: An Extension of the UTAUT2 Model with Mobile Service Quality Determinants Human Behavior and Emerging Technologies |
| title | Modeling Nonusers’ Behavioral Intention towards Mobile Chatbot Adoption: An Extension of the UTAUT2 Model with Mobile Service Quality Determinants |
| title_full | Modeling Nonusers’ Behavioral Intention towards Mobile Chatbot Adoption: An Extension of the UTAUT2 Model with Mobile Service Quality Determinants |
| title_fullStr | Modeling Nonusers’ Behavioral Intention towards Mobile Chatbot Adoption: An Extension of the UTAUT2 Model with Mobile Service Quality Determinants |
| title_full_unstemmed | Modeling Nonusers’ Behavioral Intention towards Mobile Chatbot Adoption: An Extension of the UTAUT2 Model with Mobile Service Quality Determinants |
| title_short | Modeling Nonusers’ Behavioral Intention towards Mobile Chatbot Adoption: An Extension of the UTAUT2 Model with Mobile Service Quality Determinants |
| title_sort | modeling nonusers behavioral intention towards mobile chatbot adoption an extension of the utaut2 model with mobile service quality determinants |
| url | http://dx.doi.org/10.1155/2023/8859989 |
| work_keys_str_mv | AT gatzioufaparaskevi modelingnonusersbehavioralintentiontowardsmobilechatbotadoptionanextensionoftheutaut2modelwithmobileservicequalitydeterminants AT vaggelissaprikis modelingnonusersbehavioralintentiontowardsmobilechatbotadoptionanextensionoftheutaut2modelwithmobileservicequalitydeterminants AT giorgosavlogiaris modelingnonusersbehavioralintentiontowardsmobilechatbotadoptionanextensionoftheutaut2modelwithmobileservicequalitydeterminants |