A Study on the Factors That Influence Consumers’ Continuance Intention to Use Artificial Intelligence Chatbots in a Pharmaceutical e-Commerce Context

Studies focusing on intention usually follow extended TAM/ECT/TPB logic, in which quality/usefulness and confirmation lead to higher satisfaction and/or attitudes, which then predict continued use, purchase intention, or loyalty.

“Studies that focus on intention usually follow the extended TAM/ECT/TPB logic, which says that quality/usefulness and confirmation lead to higher satisfaction and/or attitudes, which then predict outcomes like continued use, purchase intention, or loyalty”

Beliefs about one's ability (such as perceived task-solving competence) strengthen the usefulness and trust routes; delegation is more likely when the agent is seen as competent for the task.

“First, beliefs about one's ability (such as perceived task-solving competence) strengthen the usefulness and trust routes stronger.Delegation is more likely when the agent is seen as competent for the task [51,52,69].”

Systems designed to minimize friction augment perceived utility and user satisfaction, thereby reinforcing trust and subsequent intention outcomes.

“Systems designed to minimize friction (e.g., expedited information access, simplified input, structured guidance, enhanced navigation) augment perceived utility and user satisfaction, thereby reinforcing trust and subsequent intention outcomes (e.g., retention, purchase intention, reliance-oriented metrics) [6,44,45,48,50,52,67,69].”

The net-positive pattern is evident in dominant satisfaction/continuance pathways according to numerous studies.

“According to numerous studies [44,46,48,50,69], this pattern is evident in dominant satisfaction/continuance pathways.”

In the main empirical cluster (Autonomy-1, recommendation/support scope), positive outcomes usually follow a utility/assurance chain: performance cues and interaction quality make people feel more useful and satisfied, which builds trust and leads to downstream adoption/continuance or purchase-intent outcomes.

“In the main empirical cluster (Autonomy-1, recommendation/support scope), positive outcomes usually follow a utility/assurance chain: performance cues and interaction quality make people feel more useful and satisfied, which builds trust and leads to downstream adoption/continuance or purchase-intent outcomes (e.g., [44,46,48,50,69]).”

The utility/assurance lane predominates in cross-sectional SEM studies within the corpus.

“This lane predominates in crosssectional SEM studies within the corpus [44,46,48,50,69].”

Experiments confirm autonomy to powerlessness/reactance mechanisms and interface-driven reactance shifts, whereas surveys focus on usefulness/satisfaction/trust chains.

“This disparity is evident in both experimental and survey methodologies: experiments confirm autonomy → powerlessness/reactance mechanisms [23,40] and interface-driven reactance shifts [24], whereas surveys focus on usefulness/satisfaction/trust chains [42,44,69].”

Perceived usefulness/satisfaction mediating design cues to trust/continuance and trust mediating performance cues to intention are mediation structures frequently reported in the mapped studies.

“Perceived usefulness/satisfaction mediating design cues → trust/continuance and trust mediating performance cues → intention are two examples of mediation structures frequently reported in the mapped studies [44,46,48,50,69].”

Satisfaction declines when designs trigger reactance or cognitive/affective overload, which depress downstream evaluations.

“It declines when designs trigger reactance or cognitive/affective overload, which depress downstream evaluations.”

Spend/GMV/WTP is positive in field and some survey settings.

“Positive in field and tings some survey set-”

Satisfaction/CX/perceived service quality is mostly positive, but design can introduce negative affect (reactance, overload).

“Mostly positive, but design can introduce negative affect (reactance, overload)”

Satisfaction rises via problem-solving, confirmation, usefulness, and interaction/service quality.

“Satisfaction rises via problem-solving, confirmation, usefulness, and interaction/service quality.”