Chatbot implementation for assisting customers as a virtual agent can be seen as a tool in helping an organisation to serve better customer service. Malaysia is among the countries forging ahead with the Fourth Industrial Revolution. One of the core technologies mentioned is adopting artificial intelligence tools such as chatbots. In the last few years, there has been a growing interest in AI-based chatbot adoption in the non-HEI context. However, most higher-education institutions (HEIs) are reported not ready to adopt AI-based chatbots as one of the solutions for virtual student services support. The research of chatbot adoption in the HEI context is still new and is a less explored and examined topic in the information systems domain. Moreover, most of the existing research regarding chatbot adoption in the HEI context focuses more on the benefit of chatbot usage and is not specialised in a student services solution perspective. Furthermore, most of the studies were not guided by the information systems (IS) theories. Therefore, this study aims to identify factors that influence the effectiveness of chatbot adoption in the HEI context by adapting the UTAUT2 model as the IS theory reference. A survey method was applied using the purposive sampling technique. For 3 months, data were collected online from 302 users of Malaysia’s HEI postgraduate students from various public and private universities. A two-stage analytical procedure (SEM-ANN) was used to validate the research model and assess the presented research hypotheses. This research reveals that perceived trust is influenced by interactivity, design, and ethics. Meanwhile, behavioural intention is influenced by perceived trust, performance expectancy, and habit towards the use of chatbot applications in the HEI context. Lastly, the findings of this study can be helpful to the HEI student services unit and can be a guide towards productivity and marketing strategy in serving the students better.

Purpose: While there is an abundant amount of literature studies on mobile payment adoption, there is a scarce of knowledge concerning the sustainable use of mobile payment contactless technologies. As those technologies are mainly concerned with security and users' trust, the question of how security factors and trust can influence the sustainable use of those technologies within and beyond the COVID-19 pandemic is still unanswered. This research thus develops a theoretical model based on integrating the protection motivation theory (PMT) and the expectation-confirmation model (ECM), extended with perceived trust (PT) to explore the sustainable use of mobile payment contactless technologies. Design/methodology/approach: The developed model is evaluated based on data collected through a web-based survey from 523 users who used contactless payment technologies. Unlike the existing literature, the collected data were analyzed using a hybrid structural equation modeling-artificial neural network (SEM-ANN) technique. Findings: The data analysis results reinforced all the proposed relationships in the developed model. The sensitivity analysis results showed that PT has the largest impact on the sustainable use of mobile payment contactless technologies with 97.2% normalized importance, followed by self-efficacy (SE) (77%), satisfaction (72.1%), perceived vulnerability (PV) (48.9%), perceived usefulness (PU) (48.2%), perceived severity (PS) (40.7%), response efficacy (RE) (28.7%) and response costs (RCs) (24.1%). Originality/value: The originality of this research lies behind the development of an integrated model based on PMT and ECM to understand the sustainable use of mobile payment contactless technologies. The study provides several managerial implications for decision-makers, policy-makers and service providers to ensure the sustainability of those contactless technologies within and beyond the COVID-19 pandemic.

The telecommunications industry has recognized innovation as the key to growth and survival. Globalization, liberalization, and privatization, the terms most commonly associated with this sector, have resulted in fierce competition, making it more difficult for telecommunications firms to increase their market share and, as a result, their customer base, sales volume, and, ultimately, profits. The new success strategy is differentiation through innovation, with the aim of breaking out of the competition and creating an uncontested market. This can be accomplished by providing high-value, innovative services that result in customer satisfaction and promote customer loyalty. The primary goal of this study was to create and validate a conceptual model of value innovation and its impact on firm performance and long-term growth by examining the mediation effect of customer satisfaction and loyalty. The empirical analysis results were based on 304 respondents who completed a paper-based survey provided to employees of Yemeni mobile service providers using a convenience non-probability sampling technique. SmartPLS 3 was used to test the hypothesized relationships using partial least squares structural equation modeling (PLS-PM). As a result, the findings empirically validated the theoretical research model, confirming the importance of the value innovation approach to achieving company performance and long-term growth by promoting customer satisfaction and loyalty. Finally, we have provided a discussion of the study’s theoretical contributions, managerial implications, and future research directions.

The checking process of the building design with building regulations or codes is a time-consuming and error prone process. The automation of code compliance checking process has been explored since 1960s and becoming more vigorous with the emergence of Building Information Modeling (BIM). A neutral format, Industry Foundation Classes (IFC) which is developed under BIM platform had led to better collaboration and information exchange throughout BIM software and development of the checking system. Generally, the structure of an automated system consists of rule interpretation stage, building model preparation stage, rule execution stage and rule reporting stage. Rule interpretation stage is the most vital and complex stage. In interpreting the rules, various techniques have been investigated and applied to employ comprehensive and accurate checking process on the building designs which are mainly in IFC format. The most common techniques used are by utilizing existing software such as Solibri Model Checker, establishing a plug-in application, adopting object-based approach, logical approach and ontological approach. This paper provides a highlight and review on previous studies which successfully employed the appropriate techniques in interpreting the rules for checking purposes. This will subsequently assist future research on this area and create more astounding code compliance checking system.