2024/11/22 by Miguel Orden-Mejía, Mauricio Carvache-Franco, Mauricio Carvache‐Franco +5
Business, Management and Accounting · Computer Science · Social Sciences · #AI in Service Interactions #Digital Marketing and Social Media #Sharing Economy and Platforms
paper · doi:10.1080/10447318.2024.2425882
openalex publication_date 2024/11/22 · openalex created_date 2025/10/10 · openalex updated_date 2026/07/30
Framed on the Expectation-Confirmation Model (ECM), the Information System Success Model (ISSM), and the Technology Acceptance Model (TAM), the aim of the study is to investigate destination chatbots to know the factors that generate user satisfaction, chatbot continued usage and destination visit intentions. Ecuador has the city of Quito as its capital and has been a World Heritage Site (WHS) since 1978. To provide tourists with information about the city, the Chatbot Quito Guide Bot. A convenience sampling method was employed to collect data from 284 participants who tried the QuitoGuide chatbot before answering a self-administered questionnaire. The Partial Least Squares Structural Equation Modeling (PLS-SEM) was used to test the proposed structural model. The results showed that the quality of information, the perceived enjoyment, and the perceived usefulness positively influence satisfaction. The findings also revealed that satisfaction with the chatbot is a strong determinant and a predictor of continued use of the chatbot and visit intentions.