Publicação
The influence of chatbot-based services on customer satisfaction
| Resumo: | This research investigates the impact of AI-driven chatbots on customer satisfaction, loyalty, and purchase intentions, focusing on their role in modern customer service. Chatbots, equipped with advanced capabilities such as natural language processing and machine learning, have become essential tools for automating customer interactions, providing 24/7 support, and enhancing service efficiency. However, their effectiveness in meeting customer expectations and addressing concerns about their impersonal nature remains underexplored. This study examines key factors influencing customer satisfaction, including information quality, problem-solving ability, understanding humanness, anthropomorphism, perceived contingency and response humanness. A quantitative approach, using survey data from 282 participants, was employed to analyze these elements and their effects on satisfaction, loyalty, and purchase intentions. The findings reveal that high-quality, relevant, and personalized chatbot interactions significantly enhance user satisfaction, which in turn fosters loyalty and drives purchasing behavior. The study underscores the importance of improving chatbot design to better simulate human interaction, address consumer skepticism, and optimize the customer experience. These insights contribute to a deeper understanding of how AI technologies can be leveraged to meet evolving consumer needs in digital environments. |
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| Autores principais: | Correia, Catarina Isabel Barbosa Marques |
| Assunto: | Chatbots Artificial intelligence Information quality Problem-solving Consumer–brand interaction Customer satisfaction Consumer behavior Anthropomorphism Service experience Loyalty SDG 8 - Decent work and economic growth |
| Ano: | 2025 |
| País: | Portugal |
| Tipo de documento: | dissertação de mestrado |
| Tipo de acesso: | acesso embargado |
| Instituição associada: | Universidade Nova de Lisboa |
| Idioma: | inglês |
| Origem: | Repositório Institucional da UNL |
| Resumo: | This research investigates the impact of AI-driven chatbots on customer satisfaction, loyalty, and purchase intentions, focusing on their role in modern customer service. Chatbots, equipped with advanced capabilities such as natural language processing and machine learning, have become essential tools for automating customer interactions, providing 24/7 support, and enhancing service efficiency. However, their effectiveness in meeting customer expectations and addressing concerns about their impersonal nature remains underexplored. This study examines key factors influencing customer satisfaction, including information quality, problem-solving ability, understanding humanness, anthropomorphism, perceived contingency and response humanness. A quantitative approach, using survey data from 282 participants, was employed to analyze these elements and their effects on satisfaction, loyalty, and purchase intentions. The findings reveal that high-quality, relevant, and personalized chatbot interactions significantly enhance user satisfaction, which in turn fosters loyalty and drives purchasing behavior. The study underscores the importance of improving chatbot design to better simulate human interaction, address consumer skepticism, and optimize the customer experience. These insights contribute to a deeper understanding of how AI technologies can be leveraged to meet evolving consumer needs in digital environments. |
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