Affiliation:
1. Ghana Communication Technology University, Ghana
2. University of Mines and Technology, Ghana
Abstract
The study sought to investigate the service quality of chatbots on telecom service providers' websites and apps. The research model was based on an integration of the expectation confirmation model of IS, the E-S-Qual model, and the technology anxiety construct. The study used a quantitative research design. Data were collected from 263 chatbot users; however, after data cleaning, 255 responses were retained. Data analysis was done using structural equation modelling. The results show significant relationships between confirmation and perceived usefulness, as well as confirmation and satisfaction. Additionally, efficiency and privacy constructs of the E-S-Qual model have significant effects on satisfaction. Post-use confirmation, efficiency, and privacy have the most significant impacts on chatbot usage satisfaction of customers on telecom service providers' websites and apps. Technology anxiety could not significantly mediate the relationship between the E-S-Qual model constructs and post-use confirmation.