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

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 sa...

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Detalles Bibliográficos
Autores principales: Orden-Mejía, Miguel, Carvache-Franco, Mauricio, Huertas, Assumpció, Carvache-Franco, Orly, Carvache-Franco, Wilmer
Formato: Online Artículo Texto
Lenguaje:English
Publicado: Public Library of Science 2023
Materias:
Acceso en línea:https://www.ncbi.nlm.nih.gov/pmc/articles/PMC10490898/
https://www.ncbi.nlm.nih.gov/pubmed/37682931
http://dx.doi.org/10.1371/journal.pone.0286427
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author Orden-Mejía, Miguel
Carvache-Franco, Mauricio
Huertas, Assumpció
Carvache-Franco, Orly
Carvache-Franco, Wilmer
author_facet Orden-Mejía, Miguel
Carvache-Franco, Mauricio
Huertas, Assumpció
Carvache-Franco, Orly
Carvache-Franco, Wilmer
author_sort Orden-Mejía, Miguel
collection PubMed
description 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.
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spelling pubmed-104908982023-09-09 Modeling users’ satisfaction and visit intention using AI-based chatbots Orden-Mejía, Miguel Carvache-Franco, Mauricio Huertas, Assumpció Carvache-Franco, Orly Carvache-Franco, Wilmer PLoS One Research Article 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. Public Library of Science 2023-09-08 /pmc/articles/PMC10490898/ /pubmed/37682931 http://dx.doi.org/10.1371/journal.pone.0286427 Text en © 2023 Orden-Mejía et al https://creativecommons.org/licenses/by/4.0/This is an open access article distributed under the terms of the Creative Commons Attribution License (https://creativecommons.org/licenses/by/4.0/) , which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited.
spellingShingle Research Article
Orden-Mejía, Miguel
Carvache-Franco, Mauricio
Huertas, Assumpció
Carvache-Franco, Orly
Carvache-Franco, Wilmer
Modeling users’ satisfaction and visit intention using AI-based chatbots
title Modeling users’ satisfaction and visit intention using AI-based chatbots
title_full Modeling users’ satisfaction and visit intention using AI-based chatbots
title_fullStr Modeling users’ satisfaction and visit intention using AI-based chatbots
title_full_unstemmed Modeling users’ satisfaction and visit intention using AI-based chatbots
title_short Modeling users’ satisfaction and visit intention using AI-based chatbots
title_sort modeling users’ satisfaction and visit intention using ai-based chatbots
topic Research Article
url https://www.ncbi.nlm.nih.gov/pmc/articles/PMC10490898/
https://www.ncbi.nlm.nih.gov/pubmed/37682931
http://dx.doi.org/10.1371/journal.pone.0286427
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