APJIS Asia Pacific Journal of Information Systems

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The Journal for Information Professionals

Asia Pacific Journal of Information Systems (APJIS), a Scopus and ABDC indexed journal, is a
flagship journal of the information systems (IS) field in the Asia Pacific region.

ISSN 2288-5404 (Print) / ISSN 2288-6818 (Online)

Editor : Seung Hyun Kim

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Current Issue

Date March 2024
Vol. No. Vol. 34 No. 1
DOI https://doi.org/10.14329/apjis.2024.34.1.351
Page 351~371
Title An In-depth Investigation into the Influence of Chatbot Usability and Age on Continuous Intention to Use: A Comprehensive Study
Author Manigandan L., Sivakumar Alur
Keyword Chatbot, Usability, Continuous Intention to Use, Demographics, Technology Acceptance
Abstract This study aims to assess the impact of chatbot usability and demographics on continuous intention to use across different sectors. The research employed Braun’s Bot Usability Scale (BUS11) to measure chatbot usability, focusing on accessibility, quality, conversation quality, privacy risk, and response time. A total of 187 participants completed a survey as part of this study. Variance-based SEM was utilized to examine relationships and test hypotheses. This study contributes to the ongoing discourse on chatbot adoption and user behaviour. It enhances the understanding of chatbot usability, highlighting the role of age in continued intention to use chatbots. The findings suggest that different age groups may possess specific preferences and expectations regarding chatbot usability. These differing preferences can influence their intention to continue using this technology. The study reveals that chatbot usability significantly impacts continuous intention to use and that age moderates the relationship between perceived conversation quality, information, privacy, security, and continuous intention to use. Based on the study’s results, it is recommended that chatbot designers enhance usability to promote long-term adoption and usage.


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