Unveiling The Determinants of Marketplace Customer Service Chatbot Continuous Intention to Use in Indonesia : A Descriptive Analysis

This research aimed to discover the determinants of marketplace customer service chatbot continuous intention to use in Indonesia based on Chatbot Quality, Technology Anxiety, and Disclosure towards the Chatbot. The research design is quantiative research. The data analysis methods are confirmatory factor analysis, descriptive analysis, dan importance performance map analysis. data analysis software are SPSS 29.0.1.0 and SmartPLS 4.0.9.5. The data collection method is survey using questionnaire. The sample size is 233 respondents. The research findings are customer satisfaction and confirmation considered as important factors of continueance intention. moreover, perceived usefulness are valuable factors of customer satisfaction. Lastly, disclosure, interactivity, and assurance are essential factors of customer satisfaction, confirmation, and perceived usefulness. Managerial implications and theretical contributions also disccuss in this paper. Our study provides important insight for academician and practitioners for improving the implementation of customer service chatbot in marketplace environments.