Exploring the varying effects of chatbot service quality dimensions on customer intentions to switch service agents
Chen, Shaoyuan, Wang, Pengji, and Wood, Jacob (2025) Exploring the varying effects of chatbot service quality dimensions on customer intentions to switch service agents. Scientific Reports, 15 (1). 22559.
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Abstract
This study aims to explore how the different dimensions of chatbot service quality influence customers’ service-switching intentions when shopping online. The dimensions of chatbot service quality are identified through a critical review of the relevant literature. Subsequently, a structural equation model is applied to test the hypotheses utilizing 575 valid responses. This study reveals that synchronicity and perceived humanness do not have a significant direct impact on customers’ willingness to switch from human services to chatbot services but ability to understand and problem resolution do. Moreover, perceived shopping enjoyment fully mediates the impact of synchronicity and perceived humanness, and partially mediates the impact of ability to understand and problem resolution on customers’ intentions to choose chatbot services. Additionally, active control moderates the impact of ability to understand on willingness to switch. These findings empirically validate that the four dimensions of chatbot service quality are applicable to the context of the retail e-commerce industry and service quality research should consider specific industry contexts in which the services are delivered.
| Item ID: | 88470 |
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| Item Type: | Article (Research - C1) |
| ISSN: | 2045-2322 |
| Keywords: | Chatbot service, Service choice, Service quality, Service-switching, Shopping enjoyment |
| Copyright Information: | © The Author(s) 2025. This article is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License, which permits any non-commercial use, sharing, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons licence, and indicate if you modified the licensed material. You do not have permission under this licence to share adapted material derived from this article or parts of it. The images or other third party material in this article are included in the article’s Creative Commons licence, unless indicated otherwise in a credit line to the material. If material is not included in the article’s Creative Commons licence and your intended use is not permitted by statutory regulation or exceeds the permitted use, you will need to obtain permission directly from the copyright holder. To view a copy of this licence, visit http://creativecommons.org/licenses/by-nc-nd/4.0/. |
| Date Deposited: | 22 Apr 2026 02:17 |
| FoR Codes: | 35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3503 Business systems in context > 350304 Business systems in context @ 50% 46 INFORMATION AND COMPUTING SCIENCES > 4608 Human-centred computing > 460806 Human-computer interaction @ 50% |
| SEO Codes: | 22 INFORMATION AND COMMUNICATION SERVICES > 2204 Information systems, technologies and services > 220407 Human-computer interaction @ 100% |
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