Do Consumers' Perceptions of Artificial Intelligence Drive Chatbot Adoption in Shopping? The Impact of Perceived Information Quality on Intent to Use

This study investigates the factors influencing Filipino Generation Z and Millennial consumers' intention to use Artificial Intelligence (AI) chatbots for online shopping. Using the Technology Acceptance Model (TAM) as a framework, the research explores the impact of perceived information quality, perceived usefulness, and perceived ease of use on consumer acceptance of AI technology. A quantitative approach employing a cross-sectional survey was used. Data was collected from 370 respondents and analyzed using Partial Least Squares-Structural Equation Modeling (PLS-SEM). The findings reveal that perceived information quality, influenced by AI autonomy, personalization, and content relevance, significantly impacts consumers' perceived usefulness and ease of use of AI chatbots. These factors, in turn, positively influence their intention to use AI for online shopping. This study contributes to understanding the key drivers of AI acceptance among young Filipino consumers and provides insights for businesses seeking to integrate AI into their e-commerce strategies.