Drivers of Intentions Towards Continued Use of Digital Voice Assistants

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Utilitarian and hedonic benefits significantly influence customer trust and engagement with digital assistants.
Data from 505 users revealed that customer experience positively moderates trust related to utility and hedonic values.
Structural equation modeling identified critical factors impacting customers' intentions to continue using digital voice assistants.
Engagement enhances hedonic benefits but negatively affects the relationship with utilitarian benefits in digital assistant use.

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Analysis finds utilitarian and hedonic benefits impact trust in digital assistants, highlighting engagement dynamics.

Mpinganjira et al. (2025) studied this question.

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