Title page for etd-0612118-212103


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URN etd-0612118-212103
Author Yen-Yu Chen
Author's Email Address No Public.
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Department Institute Of Information Management
Year 2018
Semester 2
Degree Master
Type of Document
Language zh-TW.Big5 Chinese
Title Exploring the Trust Transference of Chatbot and its Influence on Online Repeat Purchase Intention
Date of Defense 2018-06-12
Page Count 74
Keyword
  • chatbot, trust , trust transfer, customer loyalty
  • Abstract Due to the recent popularization of the use of the mobile devices, the Instant Messaging has significantly changed the way people communicate. Chatbots start to be used in e-Commerce. Then mobile commerce trend towards Conversational Commerce. Online stores use chatbot for customer service. In this research, based on customer's user experience, we attempted to explore if customers trust in chatbots or not and which factors affect trust formation. We also examined trust transfer from chatbot to online store and the Influence on Online repeat purchase intention. Data collected from 570 users of the Internet provide reliability and validity for the reseach model. The results showed that commitment, comfort and effectiveness concern the trust in chatbot. The trust indeed transfer from chatbot to online store and impact to customer's repurchase intention. Pratical implications for theory, practice and suggestions for future research are also discussed.
    Advisory Committee
  • Pei-Zhen Sun - chair
  • Yu-Chen Yang - co-chair
  • Chao-Min Chiu - advisor
  • Files
  • etd-0612118-212103.pdf
  • indicate access worldwide
    Date of Submission 2018-07-12

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