Factors Influence Satisfaction and Continuance Intention of Chatbot Users

The pandemic has led to increased penetration in the digitalization sector, one of which is online shopping.The increase in online shopping activities poses challenges for businesses serving consumers, especially customer service.In this situation, chatbots can be a solution to provide better service to consumers.Satisfaction and continuance intention of a chatbot is important variables because they relate to several desired outcomes by businesses.Information System Success (ISS) Model, Technology Acceptance Model (TAM), and Expectation-Confirmation Model (ECM) are combined.Using the SEM-PLS method on 210 respondents' data collected concluded that satisfaction was significantly influenced by confirmation of expectations, perceived ease of use and enjoyment.Meanwhile, satisfaction, perceived enjoyment and usefulness significantly influence continuance intention.This research contributes in several ways related to the understanding of chatbot users in Indonesia and how to improve the experience based on the findings.