با سلام خدمت کاربران در صورتی که با خطای سیستم پرداخت بانکی مواجه شدید از طریق کارت به کارت (6037997535328901 بانک ملی ناصر خنجری ) مقاله خود را دریافت کنید (تا مشکل رفع گردد).
دسته بندی:
هوش مصنوعی - Artificial intelligence
سال انتشار:
2020
عنوان انگلیسی مقاله:
I, Chatbot: Modeling the determinants of users’ satisfaction and continuance intention of AI-powered service agents
ترجمه فارسی عنوان مقاله:
I، Chatbot: مدلسازی عوامل تعیین کننده رضایت و تداوم کاربران در نمایندگی های خدمات مجهز به هوش مصنوعی
منبع:
Sciencedirect - Elsevier - Telematics and Informatics, 54 (2020) 101473. doi:10.1016/j.tele.2020.101473
نویسنده:
Muhammad Ashfaqa, Jiang Yuna, Shubin Yub,., Sandra Maria Correia Loureiroc
چکیده انگلیسی:
Chatbots are mainly text-based conversational agents that simulate conversations with users. This
study aims to investigate drivers of users’ satisfaction and continuance intention toward chatbotbased
customer service. We propose an analytical framework combining the expectation-confirmation
model (ECM), information system success (ISS) model, TAM, and the need for interaction
with a service employee (NFI-SE). Analysis of data collected from 370 actual chatbot users
reveals that information quality (IQ) and service quality (SQ) positively influence consumers’
satisfaction, and that perceived enjoyment (PE), perceived usefulness (PU), and perceived ease of
use (PEOU) are significant predictors of continuance intention (CI). The need for interaction with
an employee moderates the effects of PEOU and PU on satisfaction. The findings also revealed
that satisfaction with chatbot e-service is a strong determinant and predictor of users’ CI toward
chatbots. Thus, chatbots should enhance their information and service quality to increase users’
satisfaction. The findings imply that digital technologies services, such as chatbots, could be
combined with human service employees to satisfy digital users.
Keywords: Chatbots | Satisfaction | Continuance intention | The need for interaction | ECM | ISS model | TAM
قیمت: رایگان
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