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Why Do SMEs Adopt Artificial Intelligence - Based Chatbots?

Sharma, Shavneet and Singh, Gurmeet and Islam, Nazrul and Dhir, Amandeep (2022) Why Do SMEs Adopt Artificial Intelligence - Based Chatbots? IEEE Transactions on Engineering Management, NA . pp. 1-14. ISSN 0018-9391

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Developments in artificial intelligence (AI) have led to the emergence of new technologies offering unique business opportunities. This article examines the factors influencing AI-based chatbot implementation by small and medium enterprises (SMEs). We grounded the article’s conceptual model in the technology–organization–environment (TOE) framework. Employing a quantitative research methodology, we collected data from 292 SME respondents via an online survey. We then utilized covariance-based structural equation modeling to analyze the data. The empirical results reveal that perceived employee capability, perceived availability of financial support, perceived top management support, perceived cost, perceived complexity, and perceived relative advantage are positively associated with SMEs’ AI-based chatbot adoption intention. This article, thus, contributes to the scarce literature on the adoption of AI-based chatbots for SMEs in developing small island countries. The findings provide meaningful insights to developers, marketers, and SMEs to enhance firms’ performance and competitiveness by increasing the adoption of AI-based chatbots.

Item Type: Journal Article
Subjects: H Social Sciences > HD Industries. Land use. Labor
T Technology > T Technology (General)
Divisions: School of Business and Management (SBM)
Depositing User: Gurmeet Singh
Date Deposited: 13 Oct 2022 02:28
Last Modified: 01 Nov 2022 04:25

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