Revealing the relationships of trust in chatbot applications in the accommodation sector with consumer innovativeness and purchase intention

Haluk Tanriverdi; Kartal Doğukan Çıkı

doi:10.5585/podium.v13i3.24559

Autores

Haluk Tanriverdi Istanbul University https://orcid.org/0000-0002-2716-0405
Kartal Doğukan Çıkı Gelişim Üniversitesi https://orcid.org/0000-0002-8307-8561

DOI:

https://doi.org/10.5585/podium.v13i3.24559

Palavras-chave:

Aplicações de chatbot, Confiança, Inovação do consumidor, Intenção de compra, Setor de acomodação

Resumo

Objectivos: Foram examinadas as abordagens dos consumidores inovadores que beneficiaram das aplicações de chatbot das empresas de alojamento que operam em Istambul às aplicações de chatbot. O objectivo da investigação é determinar se existe uma relação entre a confiança dos consumidores nas aplicações de chatbot e o seu nível de inovação e intenções de compra.
Método: A amostra da investigação foi obtida através do método de amostragem por conveniência e foi realizado um inquérito. Foram obtidos 417 questionários utilizáveis e, em seguida, os dados foram analisados por análise de correlação e testes de diferença.
Originalidade/Relevância: Há uma falta de estudos que relacionem a inovação e a confiança do consumidor em aplicações de chatbot, especialmente no campo de investigação do turismo e da hospitalidade. Este estudo é uma das primeiras tentativas de examinar empiricamente o uso de aplicações de chatbot, uma plataforma tecnológica de inteligência artificial, em relação ao uso de aplicações de chatbot em empresas de hotelaria, examinando empiricamente a confiança dos consumidores na tecnologia e o seu nível de inovação, juntamente com as suas intenções de compra.
Resultados principais: Os resultados do estudo revelaram que não existe uma relação significativa entre a "dimensão benevolência" da confiança nas aplicações chatbot e a capacidade de inovação dos consumidores; no entanto, existe uma relação significativa entre a "dimensão competência" e a "dimensão honestidade" da confiança e a capacidade de inovação dos consumidores. Foram encontradas conclusões semelhantes entre a confiança nas aplicações de chatbot e a intenção de compra.
Contributos teóricos/metodológicos: Embora os resultados deste estudo representem uma área limitada, ele demonstra a lacuna na literatura relacionada e fornece pistas importantes para os pioneiros da indústria.

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Biografia do Autor

Haluk Tanriverdi, Istanbul University

É Professor Titular no Departamento de Gestão de Turismo da Universidade de Istambul, Turquia (haluk.tanriverdi@istanbul.edu.tr). Obteve seu doutorado em Organização e Política Empresarial e seu mestrado em Organização e Política Empresarial (Turquia). Especializa-se em estudos de turismo.
Áreas de pesquisa: Ciências Sociais e Humanas, Ciências do Comportamento, Administração de Empresas, Gestão e Organização, Turismo e Gestão Hoteleira, Gestão de Instituições de Saúde, Gestão de Recursos Humanos, Ciências da Estratégia, Educação, Gestão Escolar e Supervisão Educacional.

Kartal Doğukan Çıkı, Gelişim Üniversitesi

Concluiu sua graduação na Universidade de Gazi, no Departamento de Gestão de Viagens e Orientação em Turismo (2014-2017). Kartal Doğukan Çıkı completou seu mestrado em Gestão de Viagens e Orientação em Turismo na Universidade Hacı Bayram Veli em 2020. Recebeu seu título de doutorado em Gestão do Turismo pela Universidade de Istambul em 2024. Trabalha como Assistente de Pesquisa em tempo integral (PhD) na Faculdade de Ciências Econômicas, Administrativas e Sociais da Universidade Gelişim de Istambul (2019-Presente).
Áreas de pesquisa: orientação turística, gestão do turismo, turismo e hospedagem, recreação e atividades recreativas, experiência turística e outros campos relacionados ao turismo (turismo gastronômico, motivação turística, etc.).
Universidade Gelişim de Istambul; Faculdade de Ciências Econômicas, Administrativas e Sociais; Departamento de Orientação em Turismo

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