Purpose This study investigates whether and how the service quality of artificial intelligence
(AI) chatbots affects customer loyalty to an organization. Design/methodology/approach …

Advancements in information and communication technologies have created
unprecedented opportunities to services providers in both developing and developed …

Destination marketing organizations invest considerable amounts of money in the
development of Web sites as part of their overall promotion efforts. With increasing pressure …

Despite extensive deliberations in contemporary literature, the design of citizen-centric e-
government websites remains an unresolved theoretical and pragmatic conundrum …

E-commerce service failures have been the bane of e-commerce, compelling customers to
either abandon transactions entirely or switch to traditional brick-and-mortar establishments …

Online travel agencies face increasing levels of competition and, thus, experience an ever
greater need to evaluate the effectiveness of their Web sites. This study examines the …

Despite the increase in the number of internet users recorded by various agencies, the level
of increase of internet usage for banking purposes has not increased at the same rate. One …

This study investigates specific antecedents of perceived service quality in the Internet
environment for trust to a retail store, experience with e-commerce, Internet familiarity …

The concept and practice of e-services has become essential in business transactions. Yet
there are still many organizations that have not developed e-services optimally. This is …

The new economy, characterized by the increase and spread of new information and
communication technologies in organizations, has changed the economic precepts …