Influence of Chatbot on Consumer Purchase Intention

Abstract

This research explores the intricate relationship between chatbot interactions and consumer behaviour in online service delivery and decision-making processes. The study employs a mixed-methods approach, combining quantitative surveys and qualitative interviews, to investigate the impact of chatbots on purchase intention. Through a comprehensive sampling strategy targeting diverse online shoppers, the research aims to provide insights into various aspects of chatbot interactions across different demographic groups and product categories. Analysis tools such as Pearson correlation coefficients and significance testing reveal nuanced relationships between variables, highlighting factors influencing consumer perceptions and behaviour regarding chatbots. Findings suggest that age plays a role in the perceived need for assistance with chatbots, emphasizing the importance of demographic considerations in understanding user experiences. Overall, this research contributes valuable insights into optimizing chatbot functionalities to enhance consumer trust, satisfaction, and purchase intention, paving the way for more personalized and effective chatbot experiences in diverse cultural contexts. Keywords: Chatbots, Purchase Intention, Consumer Behavior, Online Service Delivery, Trust, Transparency, User Expectations, Cultural Considerations, Interactivity, User Control, Design Elements, Customer Satisfaction