Serial Number: http://www.riss.kr/link?id=A107196262

Title: Identifying Factors Affecting Chatbot Use Intention of Online Shopping Mall Users

Author: Kim Taeha, Cha Hoon Sang, Park Chanhi, Wi Jong Hyun

Journal: Korea Knowledge Management Society

Vol: 21(4)

Pages: 211-225

Date: 2020.

Register Information: KCI

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<Abstract>

We investigate factors affecting chatbot use intention of online shopping mall users. We identify theoretical foundations from the literature and postulate that accuracy, personalization level, intelligence, intimacy, social presence, and piracy concern should affect intention to use more or negative intention to use.
Based on 300 responses from online shopping mall chatbot users in Korea, we run the statistical analysis to assure the reliability and validity of the measurements. From the multiple regression analysis, we find that personalization level, intelligence, social presence, and privacy concerns significantly affect intention to use more. In contrast, we find that accuracy and privacy concerns significantly affect negative intention to use.
This work will present pragmatic implications upon the design and management of chatbot in order to not only incent customers to use more but reduce factors that may cause negative use intention. Among functional factors, personalization and intelligence increases the intention to use more while accuracy decreases negative intention to use. Among emotional factors such as intimacy and social presence, we find that only social presence significantly increases intention to use more. Privacy concerns is found to decrease intention to use and increase negative intention to use.