{"id":"https://openalex.org/W7225464929","doi":"https://doi.org/10.55670/fpll.futech.5.4.4","title":"Evaluating human-like chatbot interaction in customer service: integrating anthropomorphism and conversational capability","display_name":"Evaluating human-like chatbot interaction in customer service: integrating anthropomorphism and conversational capability","publication_year":2026,"publication_date":"2026-11-08","ids":{"openalex":"https://openalex.org/W7225464929","doi":"https://doi.org/10.55670/fpll.futech.5.4.4"},"language":"en","primary_location":{"id":"doi:10.55670/fpll.futech.5.4.4","doi":"https://doi.org/10.55670/fpll.futech.5.4.4","is_oa":true,"landing_page_url":"https://doi.org/10.55670/fpll.futech.5.4.4","pdf_url":"https://fupubco.com/futech/article/download/1052/369/2735","source":{"id":"https://openalex.org/S4387279145","display_name":"Future Technology","issn_l":"2832-0379","issn":["2832-0379"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core"],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Future Technology","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"https://fupubco.com/futech/article/download/1052/369/2735","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5012663220","display_name":"Warjiyono Warjiyono","orcid":"https://orcid.org/0009-0005-3761-4991","observed_orcids":["https://orcid.org/0009-0005-3761-4991"]},"institutions":[{"id":"https://openalex.org/I11855966","display_name":"Diponegoro University","ror":"https://ror.org/056bjta22","country_code":"ID","type":"education","lineage":["https://openalex.org/I11855966"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Warjiyono Warjiyono","raw_affiliation_strings":["Doctoral Program of Information System , Postgraduate School , Universitas Diponegoro , Semarang , Indonesia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Doctoral Program of Information System , Postgraduate School , Universitas Diponegoro , Semarang , Indonesia","institution_ids":["https://openalex.org/I11855966"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5161176565","display_name":"Hadiyanto Hadiyanto","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I11855966","display_name":"Diponegoro University","ror":"https://ror.org/056bjta22","country_code":"ID","type":"education","lineage":["https://openalex.org/I11855966"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Hadiyanto Hadiyanto","raw_affiliation_strings":["Department of Chemical Engineering , Faculty of Engineering , Universitas Diponegoro , Semarang , Indonesia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Chemical Engineering , Faculty of Engineering , Universitas Diponegoro , Semarang , Indonesia","institution_ids":["https://openalex.org/I11855966"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5040523527","display_name":"Dinar Mutiara Kusumo Nugraheni","orcid":"https://orcid.org/0000-0003-4429-8462","observed_orcids":["https://orcid.org/0000-0003-4429-8462"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Dinar Mutiara Kusumo Nugraheni","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":true,"cited_by_count":0,"citation_normalized_percentile":{"value":0.0,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":"5","issue":"4","first_page":"34","last_page":"48"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.9984999895095825,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.9984999895095825,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.0007999999797903001,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.000699999975040555,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/chatbot-evaluation","display_name":"chatbot evaluation","score":0.7279999852180481},{"id":"https://openalex.org/keywords/anthropomorphism","display_name":"anthropomorphism","score":0.9869999885559082},{"id":"https://openalex.org/keywords/customer-service-chatbots","display_name":"customer service chatbots","score":0.7950000166893005},{"id":"https://openalex.org/keywords/information-systems-success","display_name":"information system success","score":0.5120000243186951},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.7670000195503235},{"id":"https://openalex.org/keywords/user-trust","display_name":"user trust","score":0.628000020980835},{"id":"https://openalex.org/keywords/user-satisfaction","display_name":"user satisfaction","score":0.9990000128746033},{"id":"https://openalex.org/keywords/continuance-intention","display_name":"continuance intention","score":0.8650000095367432},{"id":"https://openalex.org/keywords/telkomsel","display_name":"Telkomsel","score":0.7850000262260437}],"concepts":[{"id":"https://openalex.org/C2779041454","wikidata":"https://www.wikidata.org/wiki/Q870780","display_name":"Chatbot","level":2,"score":0.989300012588501},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6139000058174133},{"id":"https://openalex.org/C2780801425","wikidata":"https://www.wikidata.org/wiki/Q5164392","display_name":"Construct (python library)","level":2,"score":0.579200029373169},{"id":"https://openalex.org/C71104824","wikidata":"https://www.wikidata.org/wiki/Q1476639","display_name":"Structural equation modeling","level":2,"score":0.5271999835968018},{"id":"https://openalex.org/C2780009758","wikidata":"https://www.wikidata.org/wiki/Q6804172","display_name":"Measure (data warehouse)","level":2,"score":0.46959999203681946},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.45350000262260437},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.4345000088214874},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4154999852180481},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.36800000071525574},{"id":"https://openalex.org/C192209626","wikidata":"https://www.wikidata.org/wiki/Q190909","display_name":"Focus (optics)","level":2,"score":0.3659000098705292},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.3619999885559082},{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.3601999878883362},{"id":"https://openalex.org/C2522767166","wikidata":"https://www.wikidata.org/wiki/Q2374463","display_name":"Data science","level":1,"score":0.3441999852657318},{"id":"https://openalex.org/C67712803","wikidata":"https://www.wikidata.org/wiki/Q7901853","display_name":"User modeling","level":3,"score":0.3165000081062317},{"id":"https://openalex.org/C67186912","wikidata":"https://www.wikidata.org/wiki/Q367664","display_name":"Data modeling","level":2,"score":0.3082999885082245},{"id":"https://openalex.org/C107457646","wikidata":"https://www.wikidata.org/wiki/Q207434","display_name":"Human\u2013computer interaction","level":1,"score":0.3052000105381012},{"id":"https://openalex.org/C56995899","wikidata":"https://www.wikidata.org/wiki/Q1126687","display_name":"Focus group","level":2,"score":0.304500013589859},{"id":"https://openalex.org/C74558129","wikidata":"https://www.wikidata.org/wiki/Q43024","display_name":"Short Message Service","level":2,"score":0.299699991941452},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.29649999737739563},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.28850001096725464},{"id":"https://openalex.org/C133462117","wikidata":"https://www.wikidata.org/wiki/Q4929239","display_name":"Data collection","level":2,"score":0.2766000032424927},{"id":"https://openalex.org/C180198813","wikidata":"https://www.wikidata.org/wiki/Q121182","display_name":"Information system","level":2,"score":0.2639999985694885},{"id":"https://openalex.org/C45983554","wikidata":"https://www.wikidata.org/wiki/Q3412851","display_name":"Information quality","level":3,"score":0.2500999867916107}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.55670/fpll.futech.5.4.4","doi":"https://doi.org/10.55670/fpll.futech.5.4.4","is_oa":true,"landing_page_url":"https://doi.org/10.55670/fpll.futech.5.4.4","pdf_url":"https://fupubco.com/futech/article/download/1052/369/2735","source":{"id":"https://openalex.org/S4387279145","display_name":"Future Technology","issn_l":"2832-0379","issn":["2832-0379"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core"],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Future Technology","raw_type":"journal-article"}],"best_oa_location":{"id":"doi:10.55670/fpll.futech.5.4.4","doi":"https://doi.org/10.55670/fpll.futech.5.4.4","is_oa":true,"landing_page_url":"https://doi.org/10.55670/fpll.futech.5.4.4","pdf_url":"https://fupubco.com/futech/article/download/1052/369/2735","source":{"id":"https://openalex.org/S4387279145","display_name":"Future Technology","issn_l":"2832-0379","issn":["2832-0379"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core"],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Future Technology","raw_type":"journal-article"},"sustainable_development_goals":[],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W7225464929.pdf","grobid_xml":"https://content.openalex.org/works/W7225464929.grobid-xml"},"referenced_works_count":55,"referenced_works":["https://openalex.org/W1204404493","https://openalex.org/W1656810637","https://openalex.org/W1721421031","https://openalex.org/W2018180093","https://openalex.org/W2110506823","https://openalex.org/W2116323796","https://openalex.org/W2635153012","https://openalex.org/W2955829435","https://openalex.org/W2964543620","https://openalex.org/W2996905747","https://openalex.org/W3064053140","https://openalex.org/W3094793347","https://openalex.org/W3121262514","https://openalex.org/W3182242133","https://openalex.org/W3196201389","https://openalex.org/W4221024908","https://openalex.org/W4225151888","https://openalex.org/W4281654814","https://openalex.org/W4299627282","https://openalex.org/W4306165464","https://openalex.org/W4310013385","https://openalex.org/W4321438772","https://openalex.org/W4321601639","https://openalex.org/W4362641078","https://openalex.org/W4362722949","https://openalex.org/W4379045450","https://openalex.org/W4382286093","https://openalex.org/W4386170567","https://openalex.org/W4386614652","https://openalex.org/W4386731186","https://openalex.org/W4388592748","https://openalex.org/W4389331328","https://openalex.org/W4390818382","https://openalex.org/W4391279468","https://openalex.org/W4391359235","https://openalex.org/W4391429920","https://openalex.org/W4394619950","https://openalex.org/W4395021149","https://openalex.org/W4395040091","https://openalex.org/W4396576658","https://openalex.org/W4396933261","https://openalex.org/W4399041383","https://openalex.org/W4399106212","https://openalex.org/W4400810981","https://openalex.org/W4401954404","https://openalex.org/W4403842823","https://openalex.org/W4404615100","https://openalex.org/W4407081970","https://openalex.org/W4410023440","https://openalex.org/W4410331522","https://openalex.org/W4412354448","https://openalex.org/W4413513604","https://openalex.org/W4414093616","https://openalex.org/W7116983385","https://openalex.org/W7117974172"],"related_works":["https://openalex.org/W4415783271","https://openalex.org/W7047072096","https://openalex.org/W7056667349","https://openalex.org/W4285234527","https://openalex.org/W3044483028","https://openalex.org/W7167355722","https://openalex.org/W4386141105","https://openalex.org/W7128429349","https://openalex.org/W4200385660","https://openalex.org/W7009341781"],"abstract_inverted_index":{"The":[0,161,211],"development":[1,10,18],"of":[2,11,31,76,80,97,117,119,132,213],"artificial":[3],"intelligence":[4],"(AI)-based":[5],"technology":[6],"has":[7,176],"driven":[8],"the":[9,29,50,74,77,120,141,154],"rule-based":[12],"chatbots":[13,27,39,64],"into":[14],"AI-based":[15],"chatbots.":[16],"This":[17,70,102],"is":[19,168],"used":[20],"by":[21,124],"various":[22],"companies":[23],"to":[24,44,172,194,206,208,222],"use":[25],"AI":[26,38,63,224],"as":[28,62,93],"frontline":[30],"customer":[32],"service.":[33],"Meeting":[34],"user":[35,173,197,201],"expectations":[36],"for":[37,138],"requires":[40],"an":[41,106,126],"evaluation":[42,53,227],"model":[43,156,159],"measure":[45],"chatbot":[46,52,189,225],"quality.":[47],"Based":[48],"on":[49,58,180],"literature,":[51],"models":[54],"still":[55],"focus":[56],"solely":[57],"technical":[59,78],"quality,":[60,184,186],"even":[61],"are":[65,191,203],"evolving":[66],"towards":[67],"human-like":[68,188],"services.":[69],"research":[71,108],"will":[72],"explore":[73],"integration":[75],"dimensions":[79],"information":[81,183],"system":[82,185],"success":[83],"with":[84],"a":[85,94,114,177],"new":[86],"dimension,":[87],"namely":[88,153],"Human-Like":[89],"Chatbot":[90],"Interaction":[91],"(HLCI)":[92],"higher-order":[95],"construct":[96],"anthropomorphism":[98],"and":[99,157,187,196,200,220],"conversational":[100],"capability.":[101],"quantitative":[103],"study":[104,215],"uses":[105],"explanatory":[107],"approach.":[109],"Data":[110],"were":[111],"collected":[112],"through":[113],"cross-sectional":[115],"survey":[116],"users":[118],"Veronika":[121],"chatbot,":[122],"owned":[123],"Telkomsel,":[125],"Indonesian":[127],"telecommunications":[128],"company.":[129],"A":[130],"total":[131],"213":[133],"respondents":[134],"had":[135],"data":[136],"ready":[137],"analysis":[139,162],"using":[140],"Partial":[142],"Least":[143],"Squares":[144],"Structural":[145],"Equation":[146],"Modeling":[147],"(PLS-SEM)":[148],"method":[149],"in":[150],"SmartPLS":[151],"4,":[152],"measurement":[155],"structural":[158],"tests.":[160],"results":[163,212],"show":[164],"that":[165],"service":[166],"quality":[167,226],"not":[169],"significantly":[170],"related":[171,193,205],"satisfaction":[174,202],"but":[175],"direct":[178],"effect":[179],"trust.":[181],"Meanwhile,":[182],"interaction":[190],"positively":[192,204],"trust":[195],"satisfaction.":[198],"Trust":[199],"intention":[207],"continue":[209],"using.":[210],"this":[214],"can":[216],"contribute":[217],"both":[218],"theoretically":[219],"practically":[221],"modern":[223],"models.":[228]},"counts_by_year":[],"updated_date":"2026-11-09T13:22:03.289127","created_date":"2026-11-08T00:00:00"}