Investigating the influence of a matching personality between user and chatbot on the user satisfaction of chatbot interactions

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dc.contributor.advisorBasar, E.
dc.contributor.advisorBoumans, Roel
dc.contributor.advisorBalaji, Divyaa
dc.contributor.authorLuttikhuis, Odylia
dc.date.issued2022-06-19
dc.description.abstractIn the last couple of years, there has been an increase in the usage of chatbots because of the low costs and convenience. Despite its increasing popularity, there sometimes is a gap in chatbots’ understanding of users. Due to a lack of understanding of user intentions and queries, vague answers are given by chatbots, which in turn results in frustrated users. In these situations, users would rather interact with humans. Previous research suggested that personalities could help overcome this user experience with chatbots. This study investigates how a match in personality between users and chatbots influences user satisfaction. The focus lies on the Extraversion personality dimension. A 2×2 between-subject experiment is performed to test the hypothesis that a match in personality between a user and the chatbot would increase user satisfaction. Two chatbots are designed which differ in personality through linguistics, one with an introvert personality and one with an extravert personality. The personality of users is determined using the Big Five Inventory. The users interact with one chatbot at a time, and the User Satisfaction for Information Chatbots (USIC) scale is used to assess their satisfaction with these interactions. Based on these results, conclusions are drawn about the influence of personality match between user and chatbot on the user satisfaction of the interaction with the chatbots. In addition, it is investigated how a match in personality influences the user satisfaction of the four factors perceived speed, perceived privacy, communication quality, and response quality of the interaction with the chatbots. These factors are defined in the USIC scale. The responses were analyzed using the Wilcoxon signed-rank test. One should also implement extravert chatbots to increase the satisfaction of the perceived privacy and the communication and response quality of the interaction. To increase the satisfaction of the perceived speed of the interaction, an introvert chatbot would be more satisfying. For introvert users, a significant difference was obtained for the communication quality, which resulted in the suggestion to implement extravert chatbots. However, no valid conclusion could be drawn about the satisfaction of introvert users because there was no significant result, and there were only 6 introvert users. According to this study, one should implement extravert chatbots to increase user satisfaction of chatbot interactions when an extravert user is involved, so a matching personality.
dc.identifier.urihttps://theses.ubn.ru.nl/handle/123456789/15972
dc.language.isoen
dc.thesis.facultyFaculteit der Sociale Wetenschappen
dc.thesis.specialisationspecialisations::Faculteit der Sociale Wetenschappen::Artificial Intelligence::Bachelor Artificial Intelligence
dc.thesis.studyprogrammestudyprogrammes::Faculteit der Sociale Wetenschappen::Artificial Intelligence
dc.thesis.typeBachelor
dc.titleInvestigating the influence of a matching personality between user and chatbot on the user satisfaction of chatbot interactions

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