@article{ART002970031},
author={Youngkwon Jung and Ahn, Hyunchul},
title={A Study on the Effects of Chatbot Characteristics on Continuous Usage Intention: Focusing on the Post-Acceptance Model},
journal={Journal of The Korea Society of Computer and Information},
issn={1598-849X},
year={2023},
volume={28},
number={6},
pages={169-179},
doi={10.9708/jksci.2023.28.06.169}
TY - JOUR
AU - Youngkwon Jung
AU - Ahn, Hyunchul
TI - A Study on the Effects of Chatbot Characteristics on Continuous Usage Intention: Focusing on the Post-Acceptance Model
JO - Journal of The Korea Society of Computer and Information
PY - 2023
VL - 28
IS - 6
PB - The Korean Society Of Computer And Information
SP - 169
EP - 179
SN - 1598-849X
AB - In this paper, we propose a model to explain the intention to continue using chatbots based on the Post-Acceptance Model(PAM). We suggest anthropomorphism, personalization, and autonomy as antecedents.
To validate the proposed model, we collected 441 responses from a survey and analyzed them using PLS.
The survey included examples in the form of images depicting high and low levels of anthropomorphism, personalization, and autonomy in chatbots, aiming to investigate their effects. The study selected participants aged 20 to 70, covering a range of practical chatbot service users. The collected data were empirically analyzed using the PLS(Partial Least Squares) structural equation modeling(SEM) approach. The bootstrap resampling technique was employed during the SEM analysis to calculate model fit indices and confidence intervals.
The results show that anthropomorphism and personalization significantly impact perceived usefulness and confidence. Autonomy did not directly affect perceived usefulness, but it strongly affected confirmation, which indirectly influenced perceived usefulness. These findings can help chatbot service providers develop strategies to increase customers' intention to continue using chatbots.
KW - Chatbot;Anthropomorphism;Personalization;Autonomy;Post-Acceptance Model
DO - 10.9708/jksci.2023.28.06.169
ER -
Youngkwon Jung and Ahn, Hyunchul. (2023). A Study on the Effects of Chatbot Characteristics on Continuous Usage Intention: Focusing on the Post-Acceptance Model. Journal of The Korea Society of Computer and Information, 28(6), 169-179.
Youngkwon Jung and Ahn, Hyunchul. 2023, "A Study on the Effects of Chatbot Characteristics on Continuous Usage Intention: Focusing on the Post-Acceptance Model", Journal of The Korea Society of Computer and Information, vol.28, no.6 pp.169-179. Available from: doi:10.9708/jksci.2023.28.06.169
Youngkwon Jung, Ahn, Hyunchul "A Study on the Effects of Chatbot Characteristics on Continuous Usage Intention: Focusing on the Post-Acceptance Model" Journal of The Korea Society of Computer and Information 28.6 pp.169-179 (2023) : 169.
Youngkwon Jung, Ahn, Hyunchul. A Study on the Effects of Chatbot Characteristics on Continuous Usage Intention: Focusing on the Post-Acceptance Model. 2023; 28(6), 169-179. Available from: doi:10.9708/jksci.2023.28.06.169
Youngkwon Jung and Ahn, Hyunchul. "A Study on the Effects of Chatbot Characteristics on Continuous Usage Intention: Focusing on the Post-Acceptance Model" Journal of The Korea Society of Computer and Information 28, no.6 (2023) : 169-179.doi: 10.9708/jksci.2023.28.06.169
Youngkwon Jung; Ahn, Hyunchul. A Study on the Effects of Chatbot Characteristics on Continuous Usage Intention: Focusing on the Post-Acceptance Model. Journal of The Korea Society of Computer and Information, 28(6), 169-179. doi: 10.9708/jksci.2023.28.06.169
Youngkwon Jung; Ahn, Hyunchul. A Study on the Effects of Chatbot Characteristics on Continuous Usage Intention: Focusing on the Post-Acceptance Model. Journal of The Korea Society of Computer and Information. 2023; 28(6) 169-179. doi: 10.9708/jksci.2023.28.06.169
Youngkwon Jung, Ahn, Hyunchul. A Study on the Effects of Chatbot Characteristics on Continuous Usage Intention: Focusing on the Post-Acceptance Model. 2023; 28(6), 169-179. Available from: doi:10.9708/jksci.2023.28.06.169
Youngkwon Jung and Ahn, Hyunchul. "A Study on the Effects of Chatbot Characteristics on Continuous Usage Intention: Focusing on the Post-Acceptance Model" Journal of The Korea Society of Computer and Information 28, no.6 (2023) : 169-179.doi: 10.9708/jksci.2023.28.06.169