Modelling Chatbots Adoption for Online Shopping Amidst the Covid-19 Pandemic

The Covid-19 pandemic has triggered the companies to move from brick-and-mortar retail to m-commerce and e-commerce globally. Currently chatbots is the technology that has revolutionized mobile commerce. Its rapid popularity is because it allows clients to make transaction at their own time. This ch...

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Bibliographic Details
Published in:Global business and management research 2022-12, Vol.14 (4S), p.329-338
Main Authors: Said, Mahiah, Ramayah, T, Salihi, Shahad Mohammed Radhi Al
Format: Article
Language:English
Subjects:
COVID-19
Customer services
Electronic commerce
Marketing
Online shopping
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Summary:The Covid-19 pandemic has triggered the companies to move from brick-and-mortar retail to m-commerce and e-commerce globally. Currently chatbots is the technology that has revolutionized mobile commerce. Its rapid popularity is because it allows clients to make transaction at their own time. This change in customers' purchase behavior triggers the need to study their intention to use chatbots for online shopping during covid-19 pandemic. This study delved into the factors that influence customer's intention to use chatbots for online shopping during covid-19 pandemic. Data was collected using a structured questionnaire from 220 students from three universities in Putrajaya, Cyberjaya, and Petaling Jaya. The results indicate that Attitude, Perceived Ease of Use, Perceived Usefulness and Perceived Enjoyment were the key drivers of adoption of chatbots use. To enhance adoption the developers and marketers need to educate and communicate with the users pertaining to the usefulness, ease of use and enjoyment facets of chatbots for more exciting and interesting online shopping experience.
ISSN:1947-5667
1947-5667