The Future of Chatbots in the Digital Economy: Opportunities for Sustainable Revenue Growth (SDG) MSMEs

Objective: This research seeks to examine and assess the effects of chatbot adoption as a means to increase business sustainable revenue growth (SDG) for MSMEs in the Banten Province area of Indonesia which is factored by the perception of ease and quality of information. Theoretical Framework: This research is based on the TAM-ISS integration model to investigate the adoption of AI chatbot technology by MSME actors that affect MSME sustainable revenue growth (SDG). The optimization of the TAM-ISS model is adopted to form an ideal concept for supporting digital business interactions. Method: Analysis of data This research employs Structural Equation Modeling Partial Least Squares (SEM PLS). Data collection using questionnaires through structured questions to 230 respondents taken from 3,544 MSME actors in 8 regions in Banten Province, Indonesia. Results and Discussion: The study's conclusions show that chatbot adoption is strongly positively impacted by perceptions of usability and information quality. Additionally, the use of chatbots significantly boosts the sustainable revenue growth (SDG) of MSMEs. According to the study's findings, the use of chatbots is a significant mediating factor in the relationship between information quality and usability perceptions, which supports the expansion of MSME sustainable revenue growth (SDG) in Banten Province overall. Research Implications: The findings of this investigation offer important insights that will help MSME actors effectively adapt and utilize chatbot technology, leading to sustainable success and global competitiveness (SDGs) in the digital economy. These findings contribute to a broad understanding of how perception of usability, and information quality can increase the acceptance of AI chatbot technology, which will ultimately impact the sustainable revenue growth (SDG) to address the challenge of strengthening business competitiveness as AI technology rapidly develops. Originality/Value: This is the first study to experimentally examine how perception of usability and information quality on the adoption of AI chatbot technology, which specifically affects the growth of MSME sustainable revenue (SDG) in Indonesia's Banten Province. The most recent is the usage of chatbots, which are still relatively new when compared to social networking platforms as a way for MSME actors to communicate digitally.