bstract Purpose – Artificial intelligence (AI)-enabled chatbots have the potential to revolutionize the way businesses interact with customers. Nevertheless, there is a lack of empirical research that discloses factors that enhance chatbot user satisfaction and experience. The current study fills a research gap and develops a research framework that combines technology gratification theory, expectation confirmation model and technology competency to investigate artificial intelligence (AI)-driven chatbot user satisfaction and chatbot user experience. Design/methodology/approach – The research design of this study is based on a quantitative research approach. The research framework has outlined multiple latent factors that are verified with empirical data. Overall, 373 respondents had participated in the chatbot research survey. Data are analyzed with structural equation modeling. Findings – Findings of the structural equation modeling have unveiled that utilitarian gratification, hedonic gratification, social gratification, emotional competency, cognitive competency, relational competency and expectation confirmation explained substantial variance R^2 53.4% in measuring chatbot user satisfaction. Likewise, user satisfaction and perceived anthropomorphism had explained large variance R^2 55.5% in measuring chatbot user experience. Nevertheless, effect size f^2 analysis has revealed a large effect size of cognitive competency in measuring chatbot user satisfaction. Practical implications – This study sheds light on crucial factors influencing chatbot user satisfaction and gleans numerous theoretical and practical implications. For instance, the research model is grounded in Journal of Enterprise Information Management  JEIM technology gratification theory, the expectation confirmation model and technology competency to investigate chatbot user satisfaction and hence enriched information system literature. Practically, this study has suggested that user expectation, utilitarian gratification and cognitive competency are influential factors that enhance chatbot user experience, and hence policymakers should consider these factors while developing new AI-driven chatbot applications. Originality/value – This study is a pioneer in investigating AI-driven chatbot user experience with factors grounded in technology gratification theory, expectation the confirmation model and the technology competency model. Moreover, examining the moderating effect of anthropomorphism between chatbot user satisfaction and AI-driven chatbot user experience has made this research unique. The findings of this study are in line with United Nations Sustainable Development Goals (SDGs) and boost SDGs by promoting decent work, industry innovation and sustainable economic growth using an AI-driven chatbot. Keywords Gratification theory, Technology competency, Expectation confirmation, Anthropomorphism, SDGs, AI-driven chatbot Paper type Research article

العنوان

Journal of Enterprise Information Management

الناشر

Emerald Publishing Limited

بلد الناشر

المملكة المتحدة

Indexing

Scopus

معامل التأثير

7,0

نوع المنشور

إلكتروني فقط

المجلد

--

السنة

2025

الصفحات

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