A STUDY ON CHATBOT SERVICES QUALITY IN BANKING
Author(s):
A Sowjanya, Sreenivas M
Keywords:
Chatbot Services, Customer Satisfaction, Response Accuracy, Personalization, Digital Banking.
Abstract
This study explores the quality of chatbot services in the banking sector, focusing on customer satisfaction and key factors that influence service quality. As banks increasingly adopt chatbot technology to enhance customer service and operational efficiency, understanding user perceptions and experiences becomes crucial. Using a mixed-methods approach, we collected data through surveys and interviews with banking customers to evaluate their satisfaction levels and identify strengths and weaknesses of the chatbot services. Our findings reveal that response accuracy, response time, user-friendliness, and personalization are the most significant determinants of perceived quality. While customers appreciate the convenience and efficiency of chatbot services, there are notable areas for improvement, particularly in enhancing response accuracy and personalization. Based on the insights gained, we provide practical recommendations for banks to refine their chatbot services, aiming to boost customer satisfaction and optimize service delivery. This research contributes to the growing body of knowledge on digital banking services and offers valuable guidance for banks looking to leverage chatbot technology effectively.
Article Details
Unique Paper ID: 166031

Publication Volume & Issue: Volume 11, Issue 1

Page(s): 2253 - 2256
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