The Role of AI-Based Destination Chatbots in Satisfaction, Continued Usage Intention, and Visit Intention: A Study from Quito, Ecuador

A study on Quito, Ecuadorreveals that AI-based destination chatbots significantly enhance user satisfaction and drive both continued usage and visit intentions. The research, grounded in the Expectation-Confirmation Model (ECM), Information System Success Model (ISSM), and Technology Acceptance Model (TAM), found that information quality, perceived enjoyment, and usefulness are key factors influencing satisfaction. Satisfaction, in turn, strongly predicts sustained chatbot engagement and willingness to visit Quito. The study used convenience sampling with 284 participants who interacted with the QuitoGuide chatbot before completing a questionnaire, analyzed via Partial Least Squares Structural Equation Modeling (PLS-SEM). This highlights the potential of AI-driven tools in promoting tourism at heritage sites.

Orden-Mejía, M., Carvache-Franco, M., Huertas, A., Carvache-Franco, O., & Carvache-Franco, W. (2024). The Role of AI-Based Destination Chatbots in Satisfaction, Continued Usage Intention, and Visit Intention: A Study from Quito, Ecuador. International Journal of Human–Computer Interaction, 41(15), 9384–9399. https://doi.org/10.1080/10447318.2024.2425882