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| Research variables | Operational definition | Sources |
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| Performance expectancy (PE) | PE1: by using chatbots, I will have more opportunities to find solutions to issues I am interested in. | Venkatesh et al. [29] |
| PE2: using chatbots will make me more competent. |
| PE3: generally, I think that I will get benefits from chatbot use. |
|
| Effort expectancy (EE) | EE1: I believe learning how to use chatbots will be easy. | Venkatesh et al. [29] |
| EE2: I believe that chatbot use will be simple and easy to understand. |
| EE3: I believe that it is easy for me to become skillful at using chatbots. |
| EE4: generally, I expect that chatbots are easy to use. |
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| Social influence (SI) | SI1: I believe that people who influence my behavior use chatbots. | Venkatesh et al. [29] |
| SI2: I believe that the people who are important to me use chatbots. |
| SI3: I think that the people whose opinion I value use chatbots. |
|
| Facilitating conditions (FC) | FC1: I think my smartphone can be used for interaction with chatbots. | Venkatesh et al. [29] |
| FC2: I believe I know how to interact with chatbots. |
| FC3: I think that I can interact with chatbots on my smartphone. |
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| Hedonic motivation (HM) | HM1: I think using chatbots will be fun. | Venkatesh et al. [29] |
| HM2: I think using chatbots will be enjoyable. |
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| Information quality (IQ) | IQ1: I believe that I will find chatbot information clear. | Chae [69]; Su et al. [91]; Cheng et al. [4]; Lu et al. [43]; Stiakakis et al. [44] |
| IQ2: I believe that I will find chatbot information sufficient. |
| IQ3: I believe that chatbot information will help me with decision-making. |
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| Privacy concerns (PC) | PC1: I am worried that the information I will disclose to chatbots may be used for a different (abusive) purpose. | Shaw et al. [92]; De Cosmo et al. [93]; Xu et al. [94] |
| PC2: I am worried that providers (companies) will use chatbot information improperly. |
| PC3: I am worried about malware when I will disclose information to chatbots. |
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| Interface (INTF) | INTF1: I feel that chatbot interface will make a positive impression on me. | Lu et al. [43]; Chae et al. [69] |
| INTF2: I feel that chatbot interface will serve its purpose. |
| INTF3: I feel that chatbot interface will be aesthetically pleasant. |
| INTF4: I feel that chatbot graphical interface will be uniform. |
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| Equipment (EQP) | EQP1: I believe that my mobile network offers stable connection. | Lu et al. [43]; Chae et al. [69] |
| EQP2: I believe that my mobile network connectivity will be stable. |
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| Trust (TR) | TR1: I think chatbots will be reliable. | Ashforth [95]; Shaw [96]; Cheng and Jiang [97]; Coopamootoo [73] |
| TR2: I think I will trust chatbot use. |
| TR3: Overall, I will trust chatbots. |
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| Mobility (MOB) | MOB1: I believe I will be able to interact with chatbots from anywhere. | Schierz et al. [88]; Leong et al. [98]; Ali and Arshad [99]; Mohammadi [100]; Wilman and Sardjono [101]; Kim et al. [90] |
| MOB2: I believe I will be able to interact with chatbots any time. |
| MOB3: I believe I will be able to interact with chatbot anyplace. |
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| Behavioral intention (BI) | BΙ1: I am going to use chatbots in the future. | Venkatesh et al. [29]; Davis [53]; Belanger and Carter [102] |
| BI2: I am confident that I will use chatbots in the future. |
| BI3: I will probably use chatbots in the future. |
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