#4750. Usability and responsiveness of artificial intelligence chatbot on online customer experience in e-retailing

August 2026publication date
Proposal available till 26-05-2025
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Journal’s subject area:
Business and International Management;
Marketing;
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More details about the manuscript: Science Citation Index Expanded or/and Social Sciences Citation Index
Abstract:
The rapid evolution in artificial intelligence (AI) has redefined the customer experience and created huge opportunities for companies to interact with customers using chatbots. This study explores the role of AI chatbots in influencing the online customer experience and customer satisfaction in e-retailing. Personality is a moderator in the model. The authors used a quantitative approach to collect 425 useable online questionnaires and Statistical Product and Service Solutions (SPSS) and SmartPLS to analyze the measurement model and proposed hypotheses. The usability of the chatbot had a positive influence on extrinsic values of customer experience, whereas the responsiveness of the chatbot had a positive impact on intrinsic values of customer experience. This research extends understanding of the online customer experience with chatbots in e-retailing and provides empirical evidence by showing that extrinsic and intrinsic values of online customer experience are enhanced by chatbot adoption.
Keywords:
Chatbot adoption; Customer satisfaction; e-retailing; Online customer experience; Personality

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