Why Do SMEs Adopt Artificial Intelligence-Based Chatbots?
基于TOE框架，通过对292家中小企业调查数据的结构方程模型分析，发现员工能力、财务支持、高管支持、成本、复杂性和相对优势正向影响AI聊天机器人的采纳意愿，为发展中国家小岛国的中小企业及开发者提供参考。
Developments in artificial intelligence (AI) have led to the emergence of new technologies offering unique business opportunities. This article examines the factors influencing AI-based chatbot implementation by small and medium enterprises (SMEs). We grounded the article's conceptual model in the technology–organization–environment (TOE) framework. Employing a quantitative research methodology, we collected data from 292 SME respondents via an online survey. We then utilized covariance-based structural equation modeling to analyze the data. The empirical results reveal that perceived employee capability, perceived availability of financial support, perceived top management support, perceived cost, perceived complexity, and perceived relative advantage are positively associated with SMEs' AI-based chatbot adoption intention. This article, thus, contributes to the scarce literature on the adoption of AI-based chatbots for SMEs in developing small island countries. The findings provide meaningful insights to developers, marketers, and SMEs to enhance firms’ performance and competitiveness by increasing the adoption of AI-based chatbots.