本研究以聊天機器人擬人性、感知易用性、感知有用性、服務便利性及消 費者滿意度探討消費者對於聊天機器人使用後的感受，以及相應的滿意程度。 本研究以蝦皮超市為例，透過網路問卷調查法，回收 273 份有效問卷。結果發 現，聊天機器人的擬人性透過感知易用性與感知有用性對服務便利性起著正向 影響，進而影響消費者的滿意度，消費者在與聊天機器人進行溝通的過程更在 乎問題的解決與否。

This study explores consumers' feelings about chatbots after using chatbots, and their corresponding satisfaction levels in terms of chatbot anthropomorphism, perceived ease of use, perceived usefulness, service convenience, and consumer satisfaction. In this study, taking the Shopee supermarket as an example, 273 valid questionnaires were collected through the online questionnaire method. The results found that the anthropomorphism of chatbots has a positive influence on service convenience through perceived ease of use and perceived usefulness, which in turn affects consumer satisfaction. Consumers are more concerned about problem solving in the process of communicating with chatbots or not.