Chatbots and chatbots in the Metaverse usage difference among generations (X, Y, Z)

This study was conducted to reveal the relationship between the use of chatbots by consumers from different generations and their attitudes towards the use of chatbots in the metaverse and their consumer behavior. Chatbots are AI-powered programs that chat with users and perform specific functions such as providing information and support, confirming reservations, and answering basic customer queries. The sample size consisted of 600 participants from Generations X, Y and Z. In the study, the development of new technologies, as well as usage differences between generations were investigated and it was determined that there were differences between generations. Exploratory factor analysis was conducted to determine the factors affecting chatbot usage and 4 factors were obtained (Tech-savvy, innovative and efficient; Excited decision-maker, Tech-skeptical, and worry from chatbot; Open-minded and tech-adaptable) explaining 56.4% of the variance. The results show that the use of chatbots and the use of chatbots in the metaverse is at a moderate level, while the use of chatbots for the purchase of some goods and services (household appliances, accessories, furniture, decoration, online shopping, telecommunications, tourism, education and health) is at a low level. The difference in chatbot use and chatbot usage in the metaverse between generations showed a statistically significant difference in Generation Z. In addition, in the use of chatbot and metaverse, statistical significance was determined only between the open-mindedness sub-dimension and consumer behavior towards online shopping in the relationship between 4 factors and purchasing behavior. The findings show that the role of chatbot technology in consumer behavior is not high, and that consumers' mental control, insight and usage experience on online shopping sites encourage the use of chatbots. Expanding these experiences, providing ease of use and continuous improvement will take the use of chatbots out of limited areas. In addition, it would be useful to create chatbots with special interaction styles and content, considering the differences in usage between generations.