ManuScript Details
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Paper Id:
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IJCIRAS1885
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Title:
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EXPLORING THE IMPACT OF AI CHATBOTS ON CUSTOMER SATISFACTION
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| 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
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| Published On: |
5/24/2022 9:22:12 PM (MM/dd/yyyy) |
| PDF Url: |
http://www.ijciras.com/PublishedPaper/IJCIRAS1885.pdf |
Main Author Details
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Name:
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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
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Research Area:
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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
Copy and paste a formatted citation or use one of the links to import into a bibliography manager and reference.
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IEEE
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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.
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MLA
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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.
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APA
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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.
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EXPLORING THE IMPACT OF AI CHATBOTS ON CUSTOMER SATISFACTION
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