Millennials' Perceptions and Adoption of Chatbots for Online Services in Puri District

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Ms. Soumya Mohanty; Dr Manmath Nath Samantaray

Millennials' Perceptions and Adoption of Chatbots for Online Services in Puri District

Authors: Ms. Soumya Mohanty, Dr Manmath Nath Samantaray

Unique Paper ID: 170621
Volume: 11
Issue: 7
PageNo: 1042-1049

Keywords: Chatbots online Service Electronic Commerce Millennial Technology Acceptance Model (TAM)

Abstract:
This research seeks to identify and examine the key determinants influencing millennials' intention to adopt AI-powered chatbots in online service contexts. Adopting a quantitative research design, the study utilized a structured survey instrument to collect data from a sample of 113 millennials, employing a convenience sampling technique. The theoretical framework for this study is grounded in the Technology Acceptance Model (TAM), which has been widely utilized to assess user acceptance of emerging technologies. This model was extended by incorporating two additional factors trust and social influence along with the core TAM constructs of perceived usefulness (PU) and perceived ease of use (PEOU). The results of the study reveal that all four factors (PU, PEOU, trust, and social influence) significantly and positively influence millennials' intention to adopt AI chatbots in online services. Among these, trust was identified as the most prominent determinant, suggesting that perceptions of reliability and security play a critical role in the adoption decision-making process. The study's generalizability is limited by the sample size and the use of a convenience sampling method. Future research should expand the scope by employing a more diverse and representative sample that accounts for variables such as socio-cultural, technical, and socioeconomic factors.

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Cite This Article

ISSN: 2349-6002
Volume: 11
Issue: 7
PageNo: 1042-1049

Millennials' Perceptions and Adoption of Chatbots for Online Services in Puri District

Available:https://ijirt.org/article?manuscript=170621

Impact Factor
8.01 (Year 2024)

UGC Approved
Journal no 47859

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