Why Do SMEs Adopt Artificial Intelligence-Based Chatbots?

Article


Sharma, S., Singh, G., Islam, N. and Dhir, A. 2022. Why Do SMEs Adopt Artificial Intelligence-Based Chatbots? IEEE Transactions on Engineering Management. 71, pp. 1773-1786. https://doi.org/10.1109/TEM.2022.3203469
AuthorsSharma, S., Singh, G., Islam, N. and Dhir, A.
Abstract

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.

JournalIEEE Transactions on Engineering Management
Journal citation71, pp. 1773-1786
ISSN0018-9391
Year2022
PublisherIEEE
Digital Object Identifier (DOI)https://doi.org/10.1109/TEM.2022.3203469
Publication dates
Print03 Oct 2022
Publication process dates
Deposited11 Dec 2023
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