Can chatbots satisfy me? A mixed-method comparative study of satisfaction with task-oriented chatbots in mainland China and Hong Kong. (June 2023)

• Record Type: Journal Article
• Authors: Liu, Yu-li; Hu, Bo; Yan, Wenjia; Lin, Zhi
• Is Part Of: Computers in human behavior. Volume 143(2023)
• Publication Date: 2023-06
• Subjects: Chatbots -- Privacy concerns -- Satisfaction -- Usage intention -- Regional differences; Interactive computer systems -- Periodicals; Man-machine systems -- Periodicals; 004.019
• DOI: 10.1016/j.chb.2023.107716
• Languages: English
• ISSNs: 0747-5632

Abstract

Abstract: Task-oriented chatbots are gradually being used across the globe. Most notably, while chatbots have for a long time penetrated users' daily lives in mainland China, Hong Kong is still struggling to improve and promote its chatbot services. To determine whether antecedents of satisfaction and usage intention differ based on different stages of chatbot adoption and development, we conduct a comparative study based on a research model that integrates the Delone and McLean Information System success model and privacy concerns. The model is developed and examined using a mixed-method approach. After conducting focus group interviews (N = 15) in both regions, online surveys were conducted in mainland China (N = 637) and Hong Kong (N = 647), respectively. Based on qualitative exploration, we identified critical factors of perceived quality and privacy concerns. The quantitative findings further illuminate the different roles of the antecedents in the two regions. The results show that usage intention can be positively influenced by satisfaction, and satisfaction can be increased by relevance, completeness, pleasure and assurance in both regions. However, response time and empathy are factors influencing satisfaction only in mainland China. Privacy concerns cannot influence satisfaction in both regions. Highlights: A holistic theoretical framework is developed to understand the antecedents of usage intention of task-oriented chatbots. Availability and response time have different effects in mainland China and Hong Kong. Hong Kong users place a greater emphasis on information quality compared to mainland China users. Empathy has a significant effect only in the mainland sample. Privacy concerns cannot significantly influence user satisfaction in either region.