Factors Influencing Consumer Acceptance of Chatbots: Evidence from Azerbaijan
Authors
Mansimli Kamran, Ramiz Orujaliyev
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The rise of digital communication has prompted businesses to adopt innovative tools such as chatbots to enhance consumer engagement. Using the Technology Acceptance Model (TAM), this study investigates Azerbaijani online consumers' attitudes and intentions toward chatbot adoption. Survey data from 325 respondents indicate that perceived usefulness significantly shapes positive attitudes, whereas perceived ease of use and perceived risk were not statistically significant. Additionally, consumer attitudes significantly predict their behavioural intentions toward chatbot use. The findings suggest that emphasizing the practical benefits of chatbots can drive greater consumer acceptance and usage. The study extends TAM to a new cultural context and provides practical insights for businesses seeking to leverage chatbots effectively
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Authors
Mansimli Kamran, Ramiz Orujaliyev
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References:
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