Document Type : Research Paper
Authors
1
Department of Business Management, Faculty of Economics, Istanbul University, Istanbul, Turkey.
2
Department of Business Administration, Faculty of Economics, Istanbul University, Istanbul, Turkey
3
Department of Business Administration, Faculty of Economics, Istanbul University, Istanbul , Turkey
4
Faculty Of Economics, Department Of Business Administration, Division Of Management Organization
10.22059/ijms.2025.386990.677235
Abstract
Digital assistants such as Siri and Google Assistant have become ubiquitous companions in modern life, supporting users in tasks ranging from information retrieval to daily decision-making. Despite their widespread use, existing research has primarily emphasized technical performance, overlooking the interactive and psychological mechanisms that shape customer satisfaction. In particular, the interactive dimensions of human–AI communication—controllability, synchronicity, and bidirectionality—remain underexplored, limiting understanding of how real-time responsiveness and user control influence satisfaction. As digital assistants increasingly resemble social partners, user satisfaction is shaped not only by functional performance but also by perceptions of agency, trust, and cognitive comfort. To address this gap, this study draws on Expectation–Confirmation Theory and analyzes survey data from 453 users using the R statistical environment (version 4.5.1). The results demonstrate that controllability, synchronicity, and bidirectionality significantly enhance satisfaction. Moreover, perceived trust and self-efficacy strengthen the positive influence of expectation confirmation, while information privacy concerns do not significantly moderate this relationship. These findings highlight the psychological foundations of satisfaction in AI-mediated interactions and shift the focus from technical optimization to human-centered interaction design, providing practical insights for developers and marketers seeking to create transparent, trustworthy, and emotionally engaging digital assistants.
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