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Subject: search.filters.subject.E-commerce

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    PublicationOpen Access
    Bridging the chatbot connection: the role of AI-driven chatbot affordances in e-commerce purchase intentions
    (Emerald Publishing, 2025-10-05) Yatawara, K.M.B; Sampath, T; Kalupahana, P.L; Rathnayake, S.O; Jayasuriya, N; Rathnayake, N
    Purpose – This paper explores how AI-driven chatbots, using social support and affordance theories, influence consumer behavior and purchase intentions (PIs) in e-commerce, addressing challenges like limited understanding and security concerns. Design/methodology/approach – A quantitative study was conducted to collect data from 385 customers who had interacted with AI-driven chatbots on e-commerce platforms. Purposive sampling was employed to ensure the relevance of the respondents. Partial least squares-structural equation modeling (PLS-SEM) analysis was performed using SmartPLS 4 to test the hypothesized relationships and analyze the data. Findings – The results show a small direct effect of chatbot affordances on PI, with stronger indirect effects via customer satisfaction (CS) and trust. Notably, trust does not directly influence PI, suggesting a reliance on word-of-mouth. Customer engagement (CE) plays a minor mediating role, highlighting the importance of emotional and experiential factors. Originality/value – This pioneering study within the Sri Lankan context addresses the underexplored area of AI-driven chatbots and their influence on PI. Additionally, the study provides nuanced insights into the mediating mechanisms of CS, trust and engagement in the relationship between chatbot affordances and PI.
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    PublicationOpen Access
    Critical factors influencing online consumer preference towards cash on delivery method in Sri Lanka
    (UD Publication, 2021-02-04) Karunarathna, N
    With the rapid technological advancements, E-commerce deliveries in Sri Lanka have been flourishing tremendously. However, payments have still been identified as one of the main obstacles to the developments of the E-commerce sector. The Cash on Delivery (COD) method has played a significant role in driving the growth of the E-commerce industry and accounts for more than 60% of all E-commerce transactions in Sri Lanka. Although COD is so important, many companies still waver with its processes as it has become a notoriously problematic area in terms of on-time and successful deliveries. Hence, the purpose of this study was to investigate the critical factors influencing online customers' preference of cash on the delivery method to provide insights into the management of E-commerce and logistics industries on the usage of appropriate payment methods for E-commerce transactions. This empirical study is based on the primary data obtained through a survey conducted among Sri Lankan online customers. The data were analyzed using the Partial Least Squares–Structural Equation Modelling technique. Consequently, 'Sri Lankan origin of the online seller,' 'Selling specialized products by the online seller,' 'Availability of wide choice of payment methods,' 'Offering a wide assortment of foreign products by the online seller,' 'Lack of trust on online payments' has been identified as the critical factors influencing Sri Lankan online customers' preference of cash on delivery method.