The Mechanism of Trust in Technology in the Relationship Between the Artificial Emotional Intelligence of Human Resource Chatbots and Employees’ Satisfaction with HR Services (A Case Study of Employees at the Science and Research Branch, Tehran)
Keywords:
Trust in Technology, Artificial Emotional Intelligence, Human Resource Chatbots, Employee Satisfaction, Science and Research Branch, TehranAbstract
The present study aimed to investigate the mechanism of trust in technology in the relationship between the artificial emotional intelligence of human resource (HR) chatbots and employees’ satisfaction with HR services at the Science and Research Branch, Tehran. In terms of purpose, this research was applied, and in terms of approach, it employed a quantitative methodology with a descriptive–survey correlational design. The statistical population consisted of all employees of the Science and Research Branch, Tehran (N = 248). Based on Cochran’s formula, a sample of 150 participants was selected using convenience sampling. Data were collected through a researcher-developed questionnaire using a five-point Likert scale. For data analysis, descriptive statistics were first employed to describe the characteristics of the sample and the study variables, and the normality of the data was assessed using the Kolmogorov–Smirnov test. Subsequently, to test the relationships among variables and validate the research model, structural equation modeling (SEM) using the partial least squares (PLS) approach was conducted in SmartPLS software. The significance of the path coefficients was evaluated through bootstrapping and the t-statistic criterion, and model fit indices appropriate for PLS-SEM were reported. Instrument validity was assessed and confirmed through convergent validity, discriminant validity, and examination of factor loadings, while reliability was evaluated and confirmed using Cronbach’s alpha, composite reliability, and rho coefficient. The findings indicated that the artificial emotional intelligence of HR chatbots is associated with increased trust in technology and enhanced employee satisfaction with HR services. Furthermore, trust in technology played a significant mediating role in explaining this relationship. Therefore, strengthening emotional dimensions in the design and implementation of HR chatbots can improve employees’ experiences and satisfaction with HR services through the enhancement of trust.
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