The International Journal of Professional Management - ISSN 20422341
User Acceptance of Artificial Intelligence (AI) Chatbots in Shopee, Malaysia: A Case Study
Volume 16, Issue 5, 2021
Morakinyo Olanrewaju Dotun
DBA Candidate (Pole Paris Alternance),
DBA Candidate (Pole Paris Alternance),
MSc, (IT) (Keele University, UK), MBA (PG Inst of Mgmt, Sri Lanka), BSc (Prod Eng) (Uni of Pera, Sri Lanka).
Dr. Selvamalar Ayadurai
Ph.D (National University of Malaysia), M.B.A. (University of Bath, U.K.), External Examiner and Supervisor (Pole Paris Alternance)
Abbreviations
AI - Artificial Intelligence
Abstract
Regardless of the expansion of AI technology activities by the legislature and industry, AI technology could coordinate individual needs. There were not enough initiatives to prepare employees for the e-commerce workplace. This research is a study of user acceptance of AI chatbots in Shopee Malaysia. It uses a qualitative and inductive approach , which is suitable for developing new theories. It is an extended framework of a number of theories – agency theory, CASA, TAM, UISSM theory of semantic network, E-SERVQUAL, and POMPD (Saunders et al, 2009). Research findings suggest that problems of system quality, information quality, service quality, perceived risk are barriers to user acceptance.
Keywords
User acceptance, Artificial intelligence, Chatbots, Shopee Malaysia, System quality, Information quality, Service quality, Perceived risk
Abbreviations
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