Multi-Chatbot or Single-Chatbot? The Effects of M-Commerce Chatbot Interface on Source Credibility, Social Presence, Trust, and Purchase Intention

Table 2

Summary of research findings.

	Findings
Perceived chatbot competence	Male participants who engaged with the single-chatbot interface attributed the chatbot with higher perceived competence than the male participants who engaged with the multi-chatbot interface.
Trust toward m-commerce platform	Participants who engaged with the single-chatbot interface attributed higher trust toward the m-commerce platform (ability, benenovelence, and intergrity) than those who engaged with the multi-chatbot interface.
Purchase intention through the m-commerce platform	Male participants who engaged with the single-chatbot interface reported higher purchase intention through the m-commerce platform than the male participants who engaged with the multi-chatbot interface.
Perceived social presence	Participants who engaged with the single-chatbot interface reported higher social presence in the m-commerce platform than those who engaged with the multi- chatbot interface.
Mediation effects	For all participants, perceived social presence was a partial mediator in the effects of chatbot interface (multi-chatbot vs. single-chatbot) on trust ability toward m- commerce platform.; For males, perceived chatbot competence was a partial mediator in the effects of chatbot interface (multi-chatbot vs. single-chatbot) on intention to purchase through the m-commerce platform.