Modeling users' satisfaction and visit intention using AI-based chatbots

Identifier:  imarina:9329509

Handle: https://hdl.handle.net/20.500.11797/imarina9329509

Authors:  Orden-Mejía, M; Carvache-Franco, M; Huertas, A; Carvache-Franco, O; Carvache-Franco, W

Abstract:
AI-based chatbots are an emerging technology disrupting the tourism industry. Although chatbots have received increasing attention, there is little evidence of their impact on tourists' decisions to visit a destination. This study evaluates the key attributes of chatbots and their effects on user satisfaction and visit intention. We use structural equation modeling with covariance procedures to test the proposed model and its hypotheses. The results showed that informativeness, empathy, and interactivity are critical attributes for satisfaction, which drive tourists' intention to visit a destination.Copyright: © 2023 Orden-Mejía et al. This is an open access article distributed under the terms of the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited.