Ms Rungasamy & Dr Ndoro
Abstract
This study investigates the impact of key psychological drivers – autonomy, interactivity, trust, perceived humanness and perceived intrusiveness – on consumer well-being (CWB) in interactions with chatbots. Using a quantitative approach, data was collected from 253 participants through an online survey. Multiple linear regression analyses were performed to examine the relationship between the variables. The findings revealed that interactivity, trust and perceived humanness significantly enhance consumer well-being, while autonomy and perceived intrusiveness do not directly affect well-being. However, autonomy significantly reduces perceived intrusiveness, suggesting that user control can mitigate negative perceptions of intrusiveness. These results highlight the importance of interactivity, trust and human-like features in enhancing user experiences with chatbots. The study contributes to the growing literature on human-chatbot interactions and provides practical recommendations for designing more effective and user-centered chatbots.