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September 5, 2025Journal of theoretical and applied electronic commerce researchOpen Access

How Perceived Motivations Influence User Stickiness and Sustainable Engagement with AI-Powered Chatbots—Unveiling the Pivotal Function of User Attitude

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Authors

HPHua PangZHZhuyun HuLWLei Wang

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Overview

This analysis reveals how user attitude and privacy concerns influence engagement with chatbots, suggesting improvements for businesses.

Key Points

  • User attitude significantly impacts sustainable usage of AI chatbots, affecting overall customer satisfaction.
  • Four motivational categories—utilitarian, hedonic, technology, and social—play crucial roles in shaping user attitude toward chatbots.
  • Privacy invasion negatively affects user attitude, indicating a trade-off between benefits and concerns related to chatbot interactions.
  • Strategies to enhance user gratification while addressing privacy issues can improve user stickiness and loyalty in AI-powered services.

Cite This Study

Pang et al. (2025) studied this question.

synapsesocial.com/papers/68c239e5b210217d6477d98ahttps://doi.org/10.3390/jtaer20030228
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