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Volume 10
Issue 3
10.4067/S0718-18762015000300006
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Journal of Theoretical and Applied Electronic Commerce Research is published by MDPI from Volume 16 Issue 3 (2021). Previous articles were published by another publisher in Open Access under a CC-BY 3.0 licence, and they are hosted by MDPI on mdpi.com as a courtesy and upon agreement with Faculty of Engineering of the Universidad de Talca.
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Article

Factors Influencing Live Customer Support Chat Services: An Empirical Investigation in Kuwait

by
Ahmed Elmorshidy
1,
Mohamed M. Mostafa
2,
Issam El-Moughrabi
1 and
Husain Al-Mezen
1
1
Gulf University for Science & Technology, College of Business Administration, Department of Accounting & Management Information Systems, Mishref, Kuwait
2
Gulf University for Science & Technology, College of Business Administration, Department of Business Administration, Mishref, Kuwait
J. Theor. Appl. Electron. Commer. Res. 2015, 10(3), 63-76; https://doi.org/10.4067/S0718-18762015000300006
Submission received: 1 May 2014 / Accepted: 9 January 2015 / Published: 1 September 2015
Versions Notes

Abstract

This study investigates factors influencing live customer support chat services in Kuwait. Live Customer Support Chat represents a newly implemented type of customer service in E-commerce websites. Live Support Chat allows online agents through company’s websites to answer customer questions, complaints, and concerns on the spot through a live chat session, which bypasses the traditional e-mail and web forms. The theoretical framework used in this study is based on the well-established Technology Acceptance Model and the Theory of Reasoned Action. The study tries to validate these theoretical frameworks in the context of Live Customer Support Chat to see if they can be equally applied to the E-commerce enlivenment as in the other technology fields. Using a sample of 324 respondents, the hierarchical regression revealed that factors such as usefulness, ease of use and attitude have a significant influence on customers’ intention to use Live Customer Support Char services. Our model explains around 31% for the variance in customers’ intention to use Live Customer Support Chat.
Keywords: Live support chat (LSC); Technology acceptance model (TAM); E-commerce, E-business; Internet social impact Live support chat (LSC); Technology acceptance model (TAM); E-commerce, E-business; Internet social impact

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MDPI and ACS Style

Elmorshidy, A.; Mostafa, M.M.; El-Moughrabi, I.; Al-Mezen, H. Factors Influencing Live Customer Support Chat Services: An Empirical Investigation in Kuwait. J. Theor. Appl. Electron. Commer. Res. 2015, 10, 63-76. https://doi.org/10.4067/S0718-18762015000300006

AMA Style

Elmorshidy A, Mostafa MM, El-Moughrabi I, Al-Mezen H. Factors Influencing Live Customer Support Chat Services: An Empirical Investigation in Kuwait. Journal of Theoretical and Applied Electronic Commerce Research. 2015; 10(3):63-76. https://doi.org/10.4067/S0718-18762015000300006

Chicago/Turabian Style

Elmorshidy, Ahmed, Mohamed M. Mostafa, Issam El-Moughrabi, and Husain Al-Mezen. 2015. "Factors Influencing Live Customer Support Chat Services: An Empirical Investigation in Kuwait" Journal of Theoretical and Applied Electronic Commerce Research 10, no. 3: 63-76. https://doi.org/10.4067/S0718-18762015000300006

APA Style

Elmorshidy, A., Mostafa, M. M., El-Moughrabi, I., & Al-Mezen, H. (2015). Factors Influencing Live Customer Support Chat Services: An Empirical Investigation in Kuwait. Journal of Theoretical and Applied Electronic Commerce Research, 10(3), 63-76. https://doi.org/10.4067/S0718-18762015000300006

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