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Paper Id: IJCIRAS1885
Title: EXPLORING THE IMPACT OF AI CHATBOTS ON CUSTOMER SATISFACTION
Published in: International Journal Of Creative and Innovative Research In All Studies
Publisher: IJCIRAS
ISSN: 2581-5334
Volume / Issue: Volume 4 Issue 12
Pages: 8
Published On: 5/24/2022 9:22:12 PM      (MM/dd/yyyy)
Main Author Details
Name: Hanh T. My Vu
Institute: I-Shou University
Co - Author Details
Author Name Author Institute
Vy T. Hoang Lai I-Shou University
Ulzii Khishigjargal I-Shou University
Shaariibuu Enkh-Amgalan I-Shou University
Huy Q. Tran I-Shou University
Silviana Ghozaly I-Shou University
Abstract
Research Area: Artificial Intelligence
KeyWord: Chatbots, Artificial intelligence, Customer satisfaction, E-commerce
Abstract: Artificial intelligence (AI) has revolutionized the e-commerce experience and opened up new ways for businesses to communicate with customers through chatbots. This study aims to investigate how factors of chatbots influence customer satisfaction in e-commerce. A quantitative approach was adopted to explore the impact of usability, responsiveness, perceived trust, accessibility, and empathy on customer satisfaction. Empirical data was collected from 317 participants through an online survey and was analyzed using regression analysis by SPSS. The results indicate that usability, perceived trust, and empathy have significant positive effects on customer satisfaction, which paves way for future studies to enrich the research field. The study also presents practical insights to managers, chatbot designers, and customer service units in improving chatbots and enhancing customer satisfaction.
Citations
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IEEE
Hanh T. My Vu, Vy T. Hoang Lai, Ulzii Khishigjargal, Shaariibuu Enkh-Amgalan, Huy Q. Tran, Silviana Ghozaly, "EXPLORING THE IMPACT OF AI CHATBOTS ON CUSTOMER SATISFACTION ", International Journal Of Creative and Innovative Research In All Studies, vol. 4, no. 12, pp. 62-69, 2022.
MLA Hanh T. My Vu, Vy T. Hoang Lai, Ulzii Khishigjargal, Shaariibuu Enkh-Amgalan, Huy Q. Tran, Silviana Ghozaly "EXPLORING THE IMPACT OF AI CHATBOTS ON CUSTOMER SATISFACTION ." International Journal Of Creative and Innovative Research In All Studies, vol 4, no. 12, 2022, pp. 62-69.
APA Hanh T. My Vu, Vy T. Hoang Lai, Ulzii Khishigjargal, Shaariibuu Enkh-Amgalan, Huy Q. Tran, Silviana Ghozaly (2022). EXPLORING THE IMPACT OF AI CHATBOTS ON CUSTOMER SATISFACTION . International Journal Of Creative and Innovative Research In All Studies, 4(12), 62-69.
EXPLORING THE IMPACT OF AI CHATBOTS ON CUSTOMER SATISFACTION
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