The Influence of AI Chatbots on E-Customer Satisfaction and Perceived Trust, and Their Impact on E-Repurchase Intention Among Millennials in the Retail Industry

Abstract

This dataset supports the study titled "The Influence of AI Chatbots on E-Customer Satisfaction and Perceived Trust, and Their Impact on E-Repurchase Intention Among Millennials in the Retail Industry." The research examines the effect of AI Chatbot Quality on E-Repurchase Intention, with E-Customer Satisfaction and E-Trust as mediating variables, in the context of IKEA's AI-powered chatbot ("Billie") in Indonesia. IKEA was selected as the research context due to its status as a pioneer in enterprise-scale AI chatbot implementation within the global furniture retail sector, and its relevance to Indonesian millennial consumers as a digitally dominant market segment. A quantitative survey was conducted among Indonesian millennial respondents (born 1981–1996) who have experience interacting with IKEA's AI chatbot. The research instrument measures four main constructs: AI Chatbot Quality, E-Customer Satisfaction, E-Trust, and E-Repurchase Intention. Data were analyzed using Partial Least Squares–Structural Equation Modeling (PLS-SEM) with SmartPLS software. The dataset includes SmartPLS output files containing measurement model results, including outer loadings, reliability and validity measures, as well as structural model and bootstrapping results for hypothesis and mediation testing.