Investigate the effects of AI Chatbot on repurchasing behavior of online consumers

Abstract

In the current competitive landscape, when online retail companies are using several different
techniques in motivating customers repurchasing products or services, AI Chatbot has become one of
the most popular tools to increase customer trust and experience. This study investigates the effects
of information quality, system quality, and service quality of AI Chatbot on online consumers’ trust and
repurchasing behavior. Quantitative methods are used to examine causal relationships. The results show
that three aspects of AI Chatbot have significant positive impact on customer trust. Service quality has the
highest influence while system quality has a lower effect. When customer trust increases, the frequency of
rebuying products/services is also higher. Therefore, the article makes specific contributions in terms of both
theory and practice