study aims to investigate drivers of users’ satisfaction and continuance intention toward chatbotbased customer service. We propose an analytical framework combining the expectation-confirmation model (ECM), information system success (ISS) model, TAM, and the need for interaction with a service employee (NFI-SE). Analysis of data collected from 370 actual chatbot users reveals that information quality (IQ) and service quality (SQ) positively influence consumers’

satisfaction, and that perceived enjoyment (PE), perceived usefulness (PU), and perceived ease of

use (PEOU) are significant predictors of continuance intention (CI). The need for interaction with

an employee moderates the effects of PEOU and PU on satisfaction. The findings also revealed

that satisfaction with chatbot e-service is a strong determinant and predictor of users’ CI toward

chatbots. Thus, chatbots should enhance their information and service quality to increase users’

satisfaction. The findings imply that digital technologies services, such as chatbots, could be

combined with human service employees to satisfy digital users.