Explaining resistance to system usage in the chatbot: a view of the dual- factor model

Abstract

In the era where artificial intelligence (AI) and digital communication are leading the technological revolution, chatbot have emerged as a key tool in enhancing customer service and operational efficiency. The study conducted by researchers aimed to explore the factors influencing satisfaction and resistance towards chatbot use among individuals aged 16 to 34. Utilizing a quantitative research method, the survey collected responses from 384 participants who are current or past users of chatbot across major cities in Vietnam. The results of the study indicate that the continuance intention to use chatbot is positively influenced by satisfaction, which includes factors such as information quality, service quality, system quality, and social presence. Conversely, it is negatively affected by resistance to use, including technological anxiety, privacy concerns, and immature technology. Consequently, researchers proposes solutions to enhance user experience, contributing to the development of businesses to increase the number of users who accept and utilize chatbot