Exploring the determinants for ai chatbot adoption intention of customers and its impact on user satisfaction

Abstract

Problem: Several factors affect customers' intention to employ AI chatbot and their satisfaction. Additionally, AI support in customer service is closely linked to advancements in technology, especially within the young consumer group. As businesses seek to enhance customer experiences through AI chatbot, being aware of the elements that impact adoption intention and user satisfaction is crucial. Reason for writing: is to explore the primary determinants influencing the desire to adopt and their impact on user satisfaction in Ho Chi Minh City. Methods: The Partial Least Squares Structural Equation Modeling (PLS-SEM) approach was used for assessing the data. Furthermore, a preliminary qualitative approach was utilized to improve the observed variables' content to ensure relevance to the practical measurement of users in Ho Chi Minh City. The Structural Equation Modeling (SEM) framework was also constructed to simulate the suggested model. Results: The findings further indicated that perceived usefulness and perceived ease of use had favorably impacted perceptions of AI chatbot. Moreover, perceived social presence and perceived trust also demonstrated a constructive correlation. Furthermore, perceived intelligence, consumer attitudes, and perceived trust interacted favorably with the adoption intention of chatbots. Finally, a significant beneficial correlation was found between adoption intention and user satisfaction. Conclusion: The research concludes that the desire to use AI chatbot is beneficially affected by perceived usefulness and perceived ease of use as being the key determinants and having a medium impact. Moreover, regular utilization of AI chatbot among young users emphasizes their growing role in enhancing customer satisfaction. Businesses and technology organizations should concentrate on enhancing the experience of AI chatbot to ensure that acceptance and user contentment continue to increase in the future