Abstract
Based on the technology acceptance model, this study deeply investigates the factors influencing customer satisfaction of AI Chatbot, and portrays the relationships between different latent variables from both TAM and external factors to reveal the information quality, usability, self-efficacy, perceived enjoyment, subjective norms, perceived ease of use, perceived usefulness and customer satisfaction. A total of 481 valid questionnaires were obtained through online questionnaire distribution and offline interview research, and the samples were analyzed by SPSS software for reliability and heterogeneity, and then the SEM model path analysis was conducted by Amos software to derive the direct or indirect relationships among the variables. Main research conclusions include:(1) information quality, usability, self-efficacy, perceived enjoyment have a direct impact on customers' perceived ease of use (2) subjective norms can positively affect customers' perceived usefulness; (3) perceived ease of use and perceived usefulness have a direct positive impact on customers' satisfaction. Last, this study further discusses the research results, elaborates the theoretical significance and practical significance of this study, and finally puts forward the limitations and looks forward to future studies.
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