Impact of interaction, aesthetics, social presence, and empathy on the user retention of virtual companions

Many features of virtual companion apps shape user experience, which in turn influences usage intentions and outcomes. After a literature review, this study proposes a theoretical model based on the Stimulus–Organism–Response (SOR) framework to investigate how the design features of an application (interaction quality, aesthetic quality, social presence, empathy) affect the user’s experience (perceived hedonic value, perceived functional value) and willingness to continue to use the application. We used PLS-SEM on 298 valid cases to test the hypothesized relationships. The findings of this study provide a foundation for further research, particularly in terms of qualitative analyses and the types of applications involved, highlighting the importance of virtual companion interactivity, aesthetic experience, and empathy in increasing users’ continued use of virtual companion apps.