Chatbots Through a Muslim Lens: The Discrepancy Between Perceived Intelligence and User Satisfaction in Continued Use

^1,2 Universitas Islam Malang, Faculty of Economics and Business, Department of Management, Indonesia
^3,4 Universitas Islam Malang, Faculty of Economics and Business, Department of Islamic Banking, Indonesia

^* Corresponding author: alfianprima@unisma.ac.id
^** roisarifin_fe@unisma.ac.id
^*** ratnatyas@unisma.ac.id
^**** asnovianto@unisma.ac.id

Abstract

This study aims to investigate the paradoxical relationship between perceived intelligence, user satisfaction, and re-usage intention in the context of chatbot usage among Muslim users in Indonesia. While existing research has highlighted the importance of perceived intelligence in user engagement, the gap remains in understanding why users persist in using chatbots despite their dissatisfaction. The main research question for this study is: How does perceived intelligence affect user satisfaction and the intention to reuse chatbots among Muslim users in Indonesia, and why do users intend to reuse chatbots even when they are unsatisfied? We empirically analyzed the model using the PROCESS macro based on 203 valid responses from participants engaging with a chatbot agent. The results show that although users are dissatisfied with chatbot performance, they still perceive the chatbot as intelligent and intend to reuse it. This paradox can be explained by several factors. First, brands are increasingly enforcing the use of chatbots, leaving users with little option but to rely on them instead of traditional human service agents. As a result, chatbots have become a default option, even if users are unsatisfied. Second, the guaranteed speed of response from chatbots, despite their inability to fully resolve issues such as product recommendations or purchasing inquiries, creates a sense of convenience for users. The quick, automated responses fulfill immediate needs, even if they do not entirely address the problem at hand.