{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,5,16]],"date-time":"2026-05-16T20:03:56Z","timestamp":1778961836662,"version":"3.51.4"},"reference-count":98,"publisher":"MDPI AG","issue":"4","license":[{"start":{"date-parts":[[2024,10,28]],"date-time":"2024-10-28T00:00:00Z","timestamp":1730073600000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/creativecommons.org\/licenses\/by\/4.0\/"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["JTAER"],"abstract":"<jats:p>In the online shopping context, brands aim to achieve a high level of profit by providing better customer satisfaction by using various artificial intelligence tools. They try creating a satisfactory customer experience by creating a system that provides never-ending customer support by using dialog-based chatbots, especially in the field of customer service. However, there is a lack of research investigating the impact of business and customer-based chatbot activities together on online purchase intention and the intention to reuse chatbots. This research considers the use of chatbots as a marketing tool from both customer and business perspectives and aims to determine the factors that affect the customers\u2019 intention to purchase online and reuse chatbots. Accordingly, the impact on customer satisfaction with chatbot usage, which is based on chatbots\u2019 communication quality and customers\u2019 motivations to use chatbots, on online purchase intention and intention to reuse chatbots was examined. Through an online questionnaire with two hundred and ten participants, employing structural equation modeling, we revealed that customer satisfaction with chatbot usage has a greater impact on the intention to reuse chatbots than on online purchase intentions. In addition, chatbot communication quality has a greater impact on customer satisfaction with chatbot usage than customers\u2019 motivation to use chatbots. To solidify these findings, confirmatory factor analysis, along with reliability and validity assessments, were implemented within the analytical framework to provide robust support for the study\u2019s hypotheses. These findings not only provide empirical evidence and implications for companies in online shopping but also extend the understanding of AI tools in marketing, highlighting their subtle impact on consumer decision-making in the dynamic digital marketplace.<\/jats:p>","DOI":"10.3390\/jtaer19040142","type":"journal-article","created":{"date-parts":[[2024,10,28]],"date-time":"2024-10-28T11:52:47Z","timestamp":1730116367000},"page":"2961-2979","update-policy":"https:\/\/doi.org\/10.3390\/mdpi_crossmark_policy","source":"Crossref","is-referenced-by-count":20,"title":["Business and Customer-Based Chatbot Activities: The Role of Customer Satisfaction in Online Purchase Intention and Intention to Reuse Chatbots"],"prefix":"10.3390","volume":"19","author":[{"ORCID":"https:\/\/orcid.org\/0000-0002-3477-910X","authenticated-orcid":false,"given":"Do\u011fan Mert","family":"Akdemir","sequence":"first","affiliation":[{"name":"Department of International Trade, Faculty of Business, Istanbul Ticaret University, Istanbul 34445, T\u00fcrkiye"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-6787-3418","authenticated-orcid":false,"given":"Zeki At\u0131l","family":"Bulut","sequence":"additional","affiliation":[{"name":"Department of Marketing and Advertising, Izmir Vocational School, Dokuz Eylul University, Izmir 35380, T\u00fcrkiye"}],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"1968","published-online":{"date-parts":[[2024,10,28]]},"reference":[{"key":"ref_1","doi-asserted-by":"crossref","first-page":"55","DOI":"10.1177\/0092070300281006","article-title":"The antecedents and consequences of customer-centric marketing","volume":"28","author":"Sheth","year":"2000","journal-title":"J. Acad. Mark. Sci."},{"key":"ref_2","doi-asserted-by":"crossref","unstructured":"Zhao, J., Fang, S., and Jin, P. (2018). Modeling and Quantifying User Acceptance of Personalized Business Modes Based on TAM, Trust and Attitude. Sustainability, 10.","DOI":"10.3390\/su10020356"},{"key":"ref_3","doi-asserted-by":"crossref","first-page":"9189805","DOI":"10.1155\/2022\/9189805","article-title":"Design of Brand Business Model Based on Big Data and Internet of Things Technology Application","volume":"2022","author":"Yao","year":"2022","journal-title":"Comput. Intell. Neurosc."},{"key":"ref_4","doi-asserted-by":"crossref","first-page":"799","DOI":"10.1108\/JKM-11-2019-0637","article-title":"Detecting Customers Knowledge from Social Media Big Data: Toward an Integrated Methodological Framework Based on Netnography and Business Analytics","volume":"24","author":"Mele","year":"2020","journal-title":"J. Knowl. Manag."},{"key":"ref_5","doi-asserted-by":"crossref","first-page":"243","DOI":"10.18690\/lexonomica.12.2.243-260.2020","article-title":"Digital Marketing Communication in Developing Countries","volume":"12","author":"Rrustemi","year":"2020","journal-title":"LeXonomica"},{"key":"ref_6","first-page":"45","article-title":"The Effect of Digital Marketing Strategy on Customer and Organizational Outcomes","volume":"13","author":"YachouAityassine","year":"2022","journal-title":"Mark. Manag. Innov."},{"key":"ref_7","doi-asserted-by":"crossref","first-page":"101994","DOI":"10.1016\/j.ijinfomgt.2019.08.002","article-title":"Artificial Intelligence (AI): Multidisciplinary Perspectives on Emerging Challenges, Opportunities, and Agenda for Research, Practice and Policy","volume":"57","author":"Dwivedi","year":"2021","journal-title":"Int. J. Inf. Manage."},{"key":"ref_8","doi-asserted-by":"crossref","first-page":"27","DOI":"10.1089\/cyber.2021.0057","article-title":"Hypocrisy Induction: Using Chatbots to Promote COVID-19 Social Distancing","volume":"25","author":"Kim","year":"2022","journal-title":"Cyberpsychology Behav. Soc. Netw."},{"key":"ref_9","doi-asserted-by":"crossref","first-page":"150","DOI":"10.1016\/j.chb.2019.04.009","article-title":"Chatbot advertising effectiveness: When does the message get through?","volume":"98","author":"Zarouali","year":"2019","journal-title":"Comput. Hum. Behav."},{"key":"ref_10","doi-asserted-by":"crossref","first-page":"115461","DOI":"10.1016\/j.eswa.2021.115461","article-title":"Service chatbots: A systematic review","volume":"184","author":"Salim","year":"2021","journal-title":"Expert Syst. Appl."},{"key":"ref_11","unstructured":"Artasanchez, A., and Joshi, P. (2020). Artificial Intelligence with Python, Packt Publishing. [2nd ed.]."},{"key":"ref_12","doi-asserted-by":"crossref","first-page":"032030","DOI":"10.1088\/1742-6596\/1302\/3\/032030","article-title":"The Application of Artificial Intelligence in Electronic Commerce","volume":"1302","author":"Song","year":"2019","journal-title":"J. Phys. Conf. Ser."},{"key":"ref_13","doi-asserted-by":"crossref","first-page":"2188","DOI":"10.3390\/jtaer18040110","article-title":"A Brief Survey of Machine Learning and Deep Learning Techniques for E-Commerce Research","volume":"18","author":"Zhang","year":"2023","journal-title":"J. Theor. Appl. Electron. Commer. Res."},{"key":"ref_14","unstructured":"Juniper Research (2024, October 01). Retail Spend over Chatbots to Reach $12bn Globally in 2023. Available online: https:\/\/www.juniperresearch.com\/press\/retail-spend-over-chatbots-to-reach-12bn-globally\/."},{"key":"ref_15","unstructured":"Gartner (2023, March 25). Gartner Predicts Chatbots Will Become a Primary Customer Service Channel Within Five Years. Available online: https:\/\/www.gartner.com\/en\/newsroom\/press-releases\/2022-07-27-gartner-predicts-chatbots-will-become-a-primary-customer-service-channel-within-five-years."},{"key":"ref_16","unstructured":"Invesp (2023, April 15). Chatbots in Customer Service\u2014Statistics and Trends [Infographic]. Available online: https:\/\/www.invespcro.com\/blog\/chatbots-customer-service\/."},{"key":"ref_17","unstructured":"Landbot (2023, March 25). Conversational AI Statistics: NLP Chatbots in 2020. Capgemini Research Institute. Available online: https:\/\/landbot.io\/blog\/conversational-ai-statistics."},{"key":"ref_18","unstructured":"Tidio (2024, October 01). The Future of Chatbots: 80+ Chatbot Statistics for 2025. Available online: https:\/\/www.tidio.com\/blog\/chatbot-statistics\/."},{"key":"ref_19","unstructured":"Businesswire (2023, March 25). Chatbots Can Effectively Resolve 65% of Customer Inquiries When Applied to the E-commerce Industry. Available online: https:\/\/www.businesswire.com\/news\/home\/20190606005058\/en\/Chatbots-Can-Effectively-Resolve-65-of-Customer-Inquiries-When-Applied-to-the-E-commerce-Industry."},{"key":"ref_20","doi-asserted-by":"crossref","first-page":"23","DOI":"10.1016\/j.jbusres.2020.12.051","article-title":"Enhancing chatbot effectiveness: The role of anthropomorphic conversational styles and time orientation","volume":"126","author":"Roy","year":"2021","journal-title":"J. Bus. Res."},{"key":"ref_21","doi-asserted-by":"crossref","first-page":"292","DOI":"10.1057\/s41264-022-00207-3","article-title":"The Role of Artificial Intelligence in Consumers\u2019 Brand Preference for Retail Banks in Hong Kong","volume":"29","author":"Ho","year":"2024","journal-title":"J. Financ. Serv. Mark."},{"key":"ref_22","doi-asserted-by":"crossref","first-page":"61","DOI":"10.1057\/s41262-022-00292-8","article-title":"AI Service Impacts on Brand Image and Customer Equity: Empirical Evidence from China","volume":"30","author":"Yuan","year":"2023","journal-title":"J. Brand Manag."},{"key":"ref_23","first-page":"460","article-title":"How chatbots\u2019 social presence communication enhances consumer engagement: The mediating role of parasocial interaction and dialogue","volume":"15","author":"Tsai","year":"2021","journal-title":"J. Res. Interact. Mark."},{"key":"ref_24","doi-asserted-by":"crossref","first-page":"1177","DOI":"10.1080\/0144929X.2020.1743362","article-title":"Trust me, if you can: A study on the factors that influence consumers\u2019 purchase intention triggered by chatbots based on brain image evidence and self-reported assessments","volume":"40","author":"Yen","year":"2020","journal-title":"Behav. Inf. Technol."},{"key":"ref_25","doi-asserted-by":"crossref","first-page":"165","DOI":"10.1007\/s43039-021-00029-6","article-title":"The role of the chatbot on customer purchase intention: Towards digital relational sales","volume":"2021","author":"Maggiore","year":"2021","journal-title":"Ital. J. Mark."},{"key":"ref_26","doi-asserted-by":"crossref","first-page":"929","DOI":"10.1108\/LHT-08-2021-0274","article-title":"What drives continuance intention to use a food-ordering chatbot? An examination of trust and satisfaction","volume":"40","author":"Hsiao","year":"2021","journal-title":"Libr. Hi Tech"},{"key":"ref_27","doi-asserted-by":"crossref","first-page":"249","DOI":"10.1108\/NBRI-06-2021-0041","article-title":"Enhancing customer satisfaction with chatbots: The influence of anthropomorphic communication styles and anthropomorphised roles","volume":"14","author":"Xu","year":"2022","journal-title":"Nankai Bus. Rev. Int."},{"key":"ref_28","doi-asserted-by":"crossref","first-page":"496","DOI":"10.1108\/INTR-08-2020-0460","article-title":"Exploring consumers\u2019 response to text-based chatbots in e-commerce: The moderating role of task complexity and chatbot disclosure","volume":"32","author":"Cheng","year":"2021","journal-title":"Internet Res."},{"key":"ref_29","doi-asserted-by":"crossref","first-page":"3977","DOI":"10.1108\/IJCHM-12-2020-1399","article-title":"Comparison Between Chatbot and Human Service: Customer Perception and Reuse Intention","volume":"33","author":"Lei","year":"2021","journal-title":"Int. J. Contemp. Hosp. Manag."},{"key":"ref_30","first-page":"35","article-title":"How Service Quality Influences Customer Acceptance and Usage of Chatbots?","volume":"4","author":"Pavone","year":"2020","journal-title":"J. Serv. Manag. Res."},{"key":"ref_31","doi-asserted-by":"crossref","first-page":"246","DOI":"10.1108\/JOSM-06-2019-0203","article-title":"Managing the Human\u2013Chatbot Divide: How Service Scripts Influence Service Experience","volume":"32","author":"Sands","year":"2020","journal-title":"J. Serv. Manag."},{"key":"ref_32","doi-asserted-by":"crossref","first-page":"102601","DOI":"10.1016\/j.ijhcs.2021.102601","article-title":"My chatbot companion\u2014A study of human-chatbot relationships","volume":"149","author":"Skjuve","year":"2021","journal-title":"Int. J. Hum.-Comput. Stud."},{"key":"ref_33","doi-asserted-by":"crossref","first-page":"1480","DOI":"10.1016\/j.jbusres.2011.10.014","article-title":"Do Social Media Marketing Activities Enhance Customer Equity? An Empirical Study of Luxury Fashion Brand","volume":"65","author":"Kim","year":"2012","journal-title":"J. Bus. Res."},{"key":"ref_34","doi-asserted-by":"crossref","first-page":"5833","DOI":"10.1016\/j.jbusres.2016.04.181","article-title":"Social Media Marketing Efforts of Luxury Brands: Influence on Brand Equity and Consumer Behavior","volume":"69","author":"Godey","year":"2016","journal-title":"J. Bus. Res."},{"key":"ref_35","doi-asserted-by":"crossref","first-page":"587","DOI":"10.1016\/j.jbusres.2018.10.004","article-title":"Chatbot E-Service and Customer Satisfaction Regarding Luxury Brands","volume":"117","author":"Chung","year":"2020","journal-title":"J. Bus. Res."},{"key":"ref_36","doi-asserted-by":"crossref","first-page":"252","DOI":"10.1108\/JPBM-05-2020-2907","article-title":"Customer\u2013Brand Relationship in the Era of Artificial Intelligence: Understanding the Role of Chatbot Marketing Efforts","volume":"31","author":"Cheng","year":"2021","journal-title":"J. Prod. Brand Manag."},{"key":"ref_37","unstructured":"Markiewicz, T., and Zheng, J. (2018). Getting Started with Artificial Intelligence, O\u2019Reilly Media. [1st ed.]."},{"key":"ref_38","unstructured":"Drift (2023, October 22). The 2018 State of Chatbots Report. Available online: https:\/\/www.slideshare.net\/DrifttHQ\/the-2018-state-of-chatbots-report."},{"key":"ref_39","doi-asserted-by":"crossref","first-page":"294","DOI":"10.1089\/cyber.2020.0181","article-title":"Relationship development with humanoid social robots: Appliying interpersonal theories to human-robot interaction","volume":"24","author":"Fox","year":"2021","journal-title":"Cyberpsychol. Behav. Soc. Netw."},{"key":"ref_40","doi-asserted-by":"crossref","first-page":"458","DOI":"10.1108\/MIP-01-2016-0006","article-title":"The Effect of Marketing Communication on Business Relationship Loyalty","volume":"35","author":"Karjaluoto","year":"2017","journal-title":"Mark. Intell. Plan."},{"key":"ref_41","doi-asserted-by":"crossref","first-page":"393","DOI":"10.1016\/0022-4359(95)90020-9","article-title":"Communication Flows in Distribution Channels: Impact on Assessments of Communication Quality and Satisfaction","volume":"71","author":"Mohr","year":"1995","journal-title":"J. Retail."},{"key":"ref_42","doi-asserted-by":"crossref","first-page":"372","DOI":"10.1016\/j.chb.2013.08.013","article-title":"Is That a Bot Running the Social Media Feed? Testing the Differences in Perceptions of Communication Quality for a Human Agent and a Bot Agent on Twitter","volume":"33","author":"Edwards","year":"2014","journal-title":"Comput. Hum. Behav."},{"key":"ref_43","doi-asserted-by":"crossref","first-page":"387","DOI":"10.1002\/mar.21093","article-title":"Customer Satisfaction in Asia","volume":"35","author":"Yi","year":"2018","journal-title":"Psychol. Mark."},{"key":"ref_44","doi-asserted-by":"crossref","first-page":"563","DOI":"10.1016\/S2212-5671(15)00513-4","article-title":"Effect of Customer Relationship Management on Customer Satisfaction","volume":"23","author":"Hassan","year":"2015","journal-title":"Procedia Econ. Financ."},{"key":"ref_45","first-page":"305","article-title":"A structural approach to examine the quality attributes of e-shopping malls using the Kano model","volume":"24","author":"Oh","year":"2012","journal-title":"Asia Pac. J. Public Health"},{"key":"ref_46","doi-asserted-by":"crossref","first-page":"205","DOI":"10.1007\/s12525-017-0281-2","article-title":"The effects of two-way communication and chat service usage on consumer attitudes in the e-commerce retailing sector","volume":"28","author":"Mero","year":"2018","journal-title":"Electron. Mark."},{"key":"ref_47","doi-asserted-by":"crossref","first-page":"122","DOI":"10.1080\/15332861.2021.1966723","article-title":"Organizational factors affecting successful implementation of chatbots for customer service","volume":"22","author":"Zhang","year":"2023","journal-title":"J. Internet Commer."},{"key":"ref_48","doi-asserted-by":"crossref","first-page":"375","DOI":"10.1080\/0965254X.2020.1740766","article-title":"Engagement with chatbots versus augmented reality interactive technology in e-commerce","volume":"29","author":"Moriuchi","year":"2020","journal-title":"J. Strateg. Mark."},{"key":"ref_49","doi-asserted-by":"crossref","first-page":"91","DOI":"10.1080\/15332861.2019.1567188","article-title":"Examining the customer experience of using banking Chatbots and its impact on brand love: The moderating role of perceived risk","volume":"18","author":"Trivedi","year":"2019","journal-title":"J. Internet Commer."},{"key":"ref_50","doi-asserted-by":"crossref","unstructured":"Brandtzaeg, P.B., and F\u00f8lstad, A. (2017, January 22\u201324). Why People Use Chatbots. Proceedings of the Internet Science: 4th International Conference, Thessaloniki, Greece.","DOI":"10.1007\/978-3-319-70284-1_30"},{"key":"ref_51","doi-asserted-by":"crossref","first-page":"294","DOI":"10.1108\/IJBM-02-2020-0056","article-title":"Determinants of Customer Satisfaction in Chatbot Use: Evidence from a Banking Application in Turkey","volume":"39","author":"Eren","year":"2021","journal-title":"Int. J. Bank Mark."},{"key":"ref_52","doi-asserted-by":"crossref","unstructured":"Xie, T., and Pentina, I. (2022, January 4\u20137). Attachment Theory as a Framework to Understand Relationships with Social Chatbots: A Case Study of Replika. Proceedings of the 55th Hawaii International Conference on System Sciences, Virtual.","DOI":"10.24251\/HICSS.2022.258"},{"key":"ref_53","doi-asserted-by":"crossref","first-page":"102903","DOI":"10.1016\/j.ijhcs.2022.102903","article-title":"A Longitudinal Study of Human\u2013Chatbot Relationships","volume":"168","author":"Skjuve","year":"2022","journal-title":"Int. J. Hum.-Comput. Stud."},{"key":"ref_54","doi-asserted-by":"crossref","first-page":"1376","DOI":"10.1108\/INTR-11-2019-0447","article-title":"Understanding Automated Conversational Agent as a Decision Aid: Matching Agent\u2019s Conversation with Customer\u2019s Shopping Task","volume":"31","author":"Chen","year":"2021","journal-title":"Internet Res."},{"key":"ref_55","doi-asserted-by":"crossref","first-page":"864","DOI":"10.1037\/0033-295X.114.4.864","article-title":"On Seeing Human: A Three-Factor Theory of Anthropomorphism","volume":"114","author":"Epley","year":"2007","journal-title":"Psychol. Rev."},{"key":"ref_56","doi-asserted-by":"crossref","first-page":"132","DOI":"10.1177\/00222429211045687","article-title":"Blame the Bot: Anthropomorphism and Anger in Customer\u2013Chatbot Interactions","volume":"86","author":"Crolic","year":"2022","journal-title":"J. Mark."},{"key":"ref_57","doi-asserted-by":"crossref","first-page":"4674","DOI":"10.1080\/10447318.2023.2219961","article-title":"What Makes People Feel Empathy for AI Chatbots? Assessing the Role of Competence and Warmth","volume":"40","author":"Kim","year":"2024","journal-title":"Int. J. Hum.\u2013Comput. Interact."},{"key":"ref_58","doi-asserted-by":"crossref","first-page":"2201","DOI":"10.1002\/mar.21882","article-title":"Chatbots in Frontline Services and Customer Experience: An Anthropomorphism Perspective","volume":"40","author":"Nguyen","year":"2023","journal-title":"Psychol. Mark."},{"key":"ref_59","doi-asserted-by":"crossref","first-page":"46","DOI":"10.1080\/15332861.2020.1863022","article-title":"The Impact of Anthropomorphism on Consumers\u2019 Purchase Decision in Chatbot Commerce","volume":"20","author":"Han","year":"2021","journal-title":"J. Internet Commer."},{"key":"ref_60","unstructured":"Rietz, T., Benke, I., and Maedche, A. (2019, January 24\u201327). The impact of anthropomorphic and functional chatbot design features in enterprise collaboration systems on user acceptance. Proceedings of the 14th International Conference on Wirtschaftsinformatik, Siegen, Germany."},{"key":"ref_61","doi-asserted-by":"crossref","first-page":"14","DOI":"10.1016\/j.jbusres.2020.04.030","article-title":"Customer service chatbots: Anthropomorphism and adoption","volume":"115","author":"Sheehan","year":"2020","journal-title":"J. Bus. Res."},{"key":"ref_62","doi-asserted-by":"crossref","first-page":"102721","DOI":"10.1016\/j.ijinfomgt.2023.102721","article-title":"The Dark Side of Virtual Agents: Ohhh No!","volume":"75","author":"Mostafa","year":"2023","journal-title":"Int. J. Inf. Manag."},{"key":"ref_63","doi-asserted-by":"crossref","first-page":"179","DOI":"10.1016\/0749-5978(91)90020-T","article-title":"The Theory of Planned Behavior","volume":"50","author":"Ajzen","year":"1991","journal-title":"Organ. Behav. Hum. Decis. Process."},{"key":"ref_64","doi-asserted-by":"crossref","first-page":"371","DOI":"10.1007\/s40821-017-0093-5","article-title":"Top Purchase Intention Priorities of Vietnamese Low Cost Carrier Passengers: Expectations and Satisfaction","volume":"8","author":"Moslehpour","year":"2018","journal-title":"Eurasian Bus. Rev."},{"key":"ref_65","doi-asserted-by":"crossref","first-page":"42","DOI":"10.4018\/IJEBR.2020070103","article-title":"A study of relationship among service quality of E-commerce websites, customer satisfaction, and purchase intention","volume":"16","author":"Dhingra","year":"2020","journal-title":"Int. J. e-Bus. Res."},{"key":"ref_66","doi-asserted-by":"crossref","unstructured":"Hu, Y. (2011). Linking Perceived Value, Customer Satisfaction, and Purchase Intention in E-Commerce Settings. Advances in Computer Science, Intelligent System and Environment, Springer.","DOI":"10.1007\/978-3-642-23753-9_100"},{"key":"ref_67","doi-asserted-by":"crossref","unstructured":"Filieri, R., McLeay, F., and Tsui, B. (2017). Antecedents of Travellers\u2019 Satisfaction and Purchase Intention from Social Commerce Websites. Information and Communication Technologies in Tourism 2017, Springer.","DOI":"10.1007\/978-3-319-51168-9_37"},{"key":"ref_68","doi-asserted-by":"crossref","first-page":"237","DOI":"10.14254\/2071-8330.2018\/11-4\/17","article-title":"A new model for customer purchase intention in e-commerce recommendation agents","volume":"11","author":"Roudposhti","year":"2018","journal-title":"J. Int. Stud."},{"key":"ref_69","first-page":"503","article-title":"Impact of m-payments on purchase intention and customer satisfaction: Perceived flow as mediator","volume":"2","author":"Hossain","year":"2018","journal-title":"Int. J. Sci. Bus."},{"key":"ref_70","doi-asserted-by":"crossref","first-page":"1","DOI":"10.1177\/2158244020935887","article-title":"The Mediating Effect of Customer Satisfaction on the Relationship Between Electronic Banking Service Quality and Customer Purchase Intention: Evidence From the Qatar Banking Sector","volume":"10","author":"Khatoon","year":"2020","journal-title":"SAGE Open."},{"key":"ref_71","first-page":"73","article-title":"Development of research continuous usage intention of e-commerce. A systematic review of literature from 2009 to 2015","volume":"7","author":"Harasis","year":"2018","journal-title":"Int. J. Eng."},{"key":"ref_72","doi-asserted-by":"crossref","first-page":"351","DOI":"10.2307\/3250921","article-title":"Understanding information systems continuance: An expectation-confirmation model","volume":"25","author":"Bhattacherjee","year":"2001","journal-title":"MIS Q."},{"key":"ref_73","doi-asserted-by":"crossref","first-page":"460","DOI":"10.1177\/002224378001700405","article-title":"A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions","volume":"17","author":"Oliver","year":"1980","journal-title":"J. Mark. Res."},{"key":"ref_74","doi-asserted-by":"crossref","first-page":"309","DOI":"10.1016\/j.ijinfomgt.2009.03.004","article-title":"Information technology adoption behavior life cycle: Toward a Technology Continuance Theory (TCT)","volume":"29","author":"Liao","year":"2009","journal-title":"Int. J. Inf. Manag."},{"key":"ref_75","doi-asserted-by":"crossref","first-page":"137","DOI":"10.1007\/s10660-014-9136-5","article-title":"The influences of system usability and user satisfaction on continued Internet banking services usage intention: Empirical evidence from Taiwan","volume":"14","author":"Tsai","year":"2014","journal-title":"Electron. Commer. Res."},{"key":"ref_76","unstructured":"Rieke, T. (2018). The Relationship Between Motives for Using a Chatbot and Satisfaction with Chatbot Characteristics in the Portuguese Millennial Population: An Exploratory Study. [Master Thesis, University of Porto]."},{"key":"ref_77","doi-asserted-by":"crossref","first-page":"342","DOI":"10.1016\/j.tele.2015.08.014","article-title":"Exploring the influential factors in continuance usage of mobile social Apps: Satisfaction, habit, and customer value perspectives","volume":"33","author":"Hsiao","year":"2016","journal-title":"Telemat. Inform."},{"key":"ref_78","doi-asserted-by":"crossref","first-page":"310","DOI":"10.1016\/j.chb.2009.10.013","article-title":"An empirical examination of factors influencing the intention to use mobile payment","volume":"26","author":"Kim","year":"2010","journal-title":"Comput. Hum. Behav."},{"key":"ref_79","unstructured":"Cudeck, R., S\u00f6rbom, D., and Toit, S.D. (2001). The Robustness of LISREL Modeling Revisited, Scientific Software International."},{"key":"ref_80","unstructured":"Kline, R.B. (2011). Principles and Practice of Structural Equation Modeling, The Guilford Press. [3rd ed.]."},{"key":"ref_81","unstructured":"Similarweb (2024, October 03). Top Websites Ranking. Available online: https:\/\/www.similarweb.com\/top-websites\/turkey\/e-commerce-and-shopping\/."},{"key":"ref_82","unstructured":"Hair, J.F., Black, W.C., Babin, B.J., and Anderson, R.E. (2019). Multivariate Data Analysis, Cengage Learning EMEA. [8th ed.]."},{"key":"ref_83","doi-asserted-by":"crossref","first-page":"673","DOI":"10.1007\/s11135-006-9018-6","article-title":"A caution regarding rules of thumb for variance inflation factors","volume":"41","year":"2007","journal-title":"Qual. Quant."},{"key":"ref_84","doi-asserted-by":"crossref","first-page":"115","DOI":"10.1007\/s11747-014-0403-8","article-title":"A new criterion for assessing discriminant validity in variance-based structural equation modeling","volume":"43","author":"Henseler","year":"2015","journal-title":"J. Acad. Mark. Sci."},{"key":"ref_85","doi-asserted-by":"crossref","unstructured":"Schumacker, R.E., and Lomax, R.G. (2004). A Beginner\u2019s Guide to Structural Equation Modeling, Psychology Press. [4th ed.].","DOI":"10.4324\/9781410610904"},{"key":"ref_86","doi-asserted-by":"crossref","first-page":"879","DOI":"10.1037\/0021-9010.88.5.879","article-title":"Common Method Biases in Behavioral Research: A Critical Review of the Literature and Recommended Remedies","volume":"88","author":"Podsakoff","year":"2003","journal-title":"J. Appl. Psychol."},{"key":"ref_87","doi-asserted-by":"crossref","first-page":"115","DOI":"10.2307\/271084","article-title":"Direct and Indirect Effects: Classical and Bootstrap Estimates of Variability","volume":"20","author":"Bollen","year":"1990","journal-title":"Sociol. Methodol."},{"key":"ref_88","doi-asserted-by":"crossref","first-page":"470","DOI":"10.1108\/JM2-01-2023-0004","article-title":"Impact of Service Agents on Customer Satisfaction and Loyalty: Mediating Role of Chatbots","volume":"19","author":"Naqvi","year":"2023","journal-title":"J. Model. Manag."},{"key":"ref_89","doi-asserted-by":"crossref","first-page":"107329","DOI":"10.1016\/j.chb.2022.107329","article-title":"AI-Powered Chatbot Communication with Customers: Dialogic Interactions, Satisfaction, Engagement, and Customer Behavior","volume":"134","author":"Jiang","year":"2022","journal-title":"Comput. Hum. Behav."},{"key":"ref_90","doi-asserted-by":"crossref","first-page":"842","DOI":"10.1002\/cb.2043","article-title":"Do Parasocial Relationships and the Quality of Communication with AI Shopping Chatbots Determine Middle-Aged Women Consumers\u2019 Continuance Usage Intentions?","volume":"21","author":"Lee","year":"2022","journal-title":"J. Consum. Behav."},{"key":"ref_91","first-page":"101191","article-title":"One Pie, Many Recipes: The Role of Artificial Intelligence Chatbots in Influencing Malaysian Solo Traveler Purchase Intentions","volume":"49","author":"Chang","year":"2023","journal-title":"Tour. Manag. Perspect."},{"key":"ref_92","doi-asserted-by":"crossref","first-page":"100003","DOI":"10.1016\/j.teler.2022.100003","article-title":"The Moderating Effect of the Need for Interaction with a Service Employee on Purchase Intention in Chatbots","volume":"1\u20134","author":"Pereira","year":"2021","journal-title":"Telemat. Inform. Rep."},{"key":"ref_93","doi-asserted-by":"crossref","first-page":"457","DOI":"10.3390\/jtaer18010024","article-title":"Chatbot-Based Services: A Study on Customers\u2019 Reuse Intention","volume":"18","author":"Silva","year":"2023","journal-title":"J. Theor. Appl. Electron. Commer. Res."},{"key":"ref_94","first-page":"457","article-title":"\u201cI Am Chatbot, Your Virtual Mental Health Adviser.\u201d What Drives Citizens\u2019 Satisfaction and Continuance Intention toward Mental Health Chatbots during the COVID-19 Pandemic? An Empirical Study in China","volume":"8","author":"Zhu","year":"2022","journal-title":"Digit. Health"},{"key":"ref_95","doi-asserted-by":"crossref","first-page":"101473","DOI":"10.1016\/j.tele.2020.101473","article-title":"I, Chatbot: Modeling the determinants of users\u2019 satisfaction and continuance intention of AI-powered service agents","volume":"54","author":"Ashfaq","year":"2020","journal-title":"Telemat. Inform."},{"key":"ref_96","doi-asserted-by":"crossref","first-page":"2546","DOI":"10.1080\/0144929X.2021.1934732","article-title":"Bridging the Digital Divide: The Smart TV as a Platform for Digital Literacy among the Elderly","volume":"41","author":"Wang","year":"2022","journal-title":"Behav. Inf. Technol."},{"key":"ref_97","unstructured":"Tidio (2024, September 11). Chatbot vs. Live Chat Explained: Which Is Better in 2024?. Available online: https:\/\/www.tidio.com\/blog\/chatbot-vs-live-chat\/."},{"key":"ref_98","unstructured":"Capgemini (2023, December 16). Imagining A New Era of Customer Experience with Generative AI. Available online: https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2023\/07\/2023-07-27_Gen-AI-for-CX-POV_Opt1_v3_MD-1.pdf."}],"container-title":["Journal of Theoretical and Applied Electronic Commerce Research"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/www.mdpi.com\/0718-1876\/19\/4\/142\/pdf","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,10,10]],"date-time":"2025-10-10T16:22:25Z","timestamp":1760113345000},"score":1,"resource":{"primary":{"URL":"https:\/\/www.mdpi.com\/0718-1876\/19\/4\/142"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2024,10,28]]},"references-count":98,"journal-issue":{"issue":"4","published-online":{"date-parts":[[2024,12]]}},"alternative-id":["jtaer19040142"],"URL":"https:\/\/doi.org\/10.3390\/jtaer19040142","relation":{},"ISSN":["0718-1876"],"issn-type":[{"value":"0718-1876","type":"electronic"}],"subject":[],"published":{"date-parts":[[2024,10,28]]}}}