Does chatbot interaction drive satisfaction and loyalty? Exploring technology anxiety, need for human interaction and creepiness

Dr Jean Paolo Gomez Lacap is the Vice President for Research, Extension and Quality Assurance at the City College of Angeles, Philippines. He is also Professorial Lecturer at the Polytechnic University of the Philippines Graduate School. A distinguished researcher, he is a regular member of the National Research Council of the Philippines and serves as the President of both the Pampanga Research Educators Organization and the Association of Local Colleges and Universities Region III – Research Council. Recognized internationally, he is one of six WarpPLS experts worldwide, as acknowledged by Professor Ned Kock, the developer of the WarpPLS statistical software.

Aldwin Alminar is pursuing a Master of Science in International Tourism and Hospitality Management at the Polytechnic University of the Philippines. He holds a degree in Tourism from the University of the Cordilleras and has extensive experience in the tourism and hospitality industry, having worked in the United Arab Emirates and Qatar. He currently shares his expertise as an instructor at STI College Marikina.

John King B. Baltazar is a Master of Science in International Tourism and Hospitality Management student at the Polytechnic University of the Philippines. He earned a degree in Hospitality Management from the same institution. After graduation, he transitioned into the banking sector and now has three years of experience as Relationship Manager in the Retail Banking Division of EastWest Banking Corporation.

Richelle Cabral is pursuing a Master of Science in International Tourism and Hospitality Management at the Polytechnic University of the Philippines. A Hospitality Management graduate from the same university, she has three years of experience as a barista and two years as Marketing Associate in the IT industry. She is skilled in customer service and marketing strategies.

Julferr Anne Catibog is a Master of Science in International Tourism and Hospitality Management student at the Polytechnic University of the Philippines. She holds a degree in Tourism Management from the Eulogio “Amang” Rodriguez Institute of Science and Technology. Passionate about aviation, she currently works as a Passenger Service Agent at Philippine Airlines under MacroAsia Corp., ensuring passenger safety and security.

Maricar Cunanan is pursuing a Master of Science in International Tourism and Hospitality Management at the Polytechnic University of the Philippines. She holds a degree in Hotel and Restaurant Management from Mabalacat City College and later took teaching units to advance her career in education. She currently teaches junior and senior high school students while also serving as a part-time college instructor.

Marwell Moratal is a Master of Science in International Tourism and Hospitality Management student at the Polytechnic University of the Philippines. He holds a degree in Tourism Management from Eastern Samar State University-Borongan Campus. With six years of experience in immigration and global mobility, he currently works as an Immigration Coordinator at Johnson and Johnson.