In International conference on internet science (pp. International Journal of Information Management, 37(3), 99-110. Factors influencing adoption of mobile banking by Jordanian bank customers: Extending UTAUT2 with trust. This work is licensed under a Creative Commons Attribution 4.0 International License Antecedents and Role of Trust in Chatbot Use Intentions: An Indian Perspective Marketing and Management of Innovations, 4, 198-206. ![]() Keywords: user experience, performance expectancy, effort expectancy, trust, customer intention.Ĭite as: Dawar, S. The research examined how positive user experience, performance, effort expectancy, and trust affect customer intentions to take support from chatbots. ![]() This study intends to add to the current research gap in the existing literature about customer intention to use chatbots, mainly in the Indian context. Since the paper uses data collected from a sample not randomly selected, it may regulate the generalization of the results. This paper empirically demonstrates the relationship among various variables affecting customer intentions to use chatbots. The research findings depicted the positive impact of user experience, trust performance expectancy, and effort expectancy on customer intention to use chatbots, which influences actual usage. In order to test the constructs, the collected data was analyzed through AMOS 21. A survey response of 354 respondents was taken. A structured questionnaire was utilized to gather data for testing the proposed model, which was conceptualized based on extant literature on technology acceptance and consumer behavior. This paper aims to understand the role of user experience, performance expectancy, effort expectancy, and trust in customer chatbot use intentions from the Indian point of view. The study intends to examine the significant factors in determining customers’ intentions to use chatbots. Chatbots are artificial intelligence softwares that have enabled organisations to give answers to customer queries online. Therefore, organisations are roping in artificial intelligence to be more efficient and cost effective. ![]() However, the rising employee retention costs have impacted the profit margins of organisations and more human intervention becomes a hurdle in standardization of processes. For this, a trained team of employees are required who can give their services incessantly. Customers occupy the centrestage in any business and giving them solutions promptly for their queries can leave a positive impression and lead to long term customer enagagment. The recent pandemic has given important lessons to business to be proactive and advanced in technology. Technology is not just a priviledge but also a necessity. The digital age has changed the way businesses are run today.
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