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This study applies service quality, trust and satisfaction to predict users' continuance intention to use a food-ordering chatbot.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Design\/methodology\/approach<\/jats:title><jats:p>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.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Findings<\/jats:title><jats:p>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.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Originality\/value<\/jats:title><jats:p>The results provide further useful insights for service providers and chatbot developers to improve services.<\/jats:p><\/jats:sec>","DOI":"10.1108\/lht-08-2021-0274","type":"journal-article","created":{"date-parts":[[2021,12,13]],"date-time":"2021-12-13T01:41:01Z","timestamp":1639359661000},"page":"929-946","source":"Crossref","is-referenced-by-count":97,"title":["What drives continuance intention to use a food-ordering chatbot? 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