Impact of chatbot adoption on customer satisfaction and customer trust
Abstract/Description
This research paper delves into the world of Chatbot Adoption and explores its relationship to Customer Satisfaction and Customer Trust. Specifically, this study explores if and how chatbot adoption impacts Customer Satisfaction and Customer Trust with the moderating roles of Chatbot Credibility and Customer Experience. Using the survey technique, data was collected through a questionnaire tool from residents of the twin cities who recently interacted with a chatbot. This study examines the variables of Chatbot Adoption, Chatbot Credibility, Customer Experience, Customer Satisfaction, and Customer Trust. The findings of the study reveal that Chatbot Adoption does have a positive impact on Customer Satisfaction and Customer Trust. For the moderation links of Chatbot Credibility and Customer Experience, it has been found that the Pakistani clientele does not take into account the Chatbot Credibility to be satisfied with a chatbot or to develop trust in this technology. Whereas for the moderating role of customer experience, it does moderate the relationship between Chatbot Adoption and Customer Satisfaction but does not impact Customer Trust. This will provide businesses with valuable insights about Chatbot Adoption and its impact on Customer Satisfaction and Trust and if it’s the right tool for their unique needs and customers.
Keywords
Chatbot Adoption, Chatbot Credibility, Customer Experience, Customer Satisfaction, Customer Trust
Track
Marketing
Session Number/Theme
3C: Marketing
Session Chair
Dr. Asim Shabir ; Dr. Saima Hussain
Start Date/Time
30-5-2024 5:00 PM
End Date/Time
30-5-2024 6:00 PM
Location
MCS-5, AMAN-CED Building
Recommended Citation
Naqvi, A., Ahmed, M., & Khan, S. (2024). Impact of chatbot adoption on customer satisfaction and customer trust. 3rd IBA SBS International Conference 2024. Retrieved from https://ir.iba.edu.pk/sbsic/2024/program/40
COinS
Impact of chatbot adoption on customer satisfaction and customer trust
MCS-5, AMAN-CED Building
This research paper delves into the world of Chatbot Adoption and explores its relationship to Customer Satisfaction and Customer Trust. Specifically, this study explores if and how chatbot adoption impacts Customer Satisfaction and Customer Trust with the moderating roles of Chatbot Credibility and Customer Experience. Using the survey technique, data was collected through a questionnaire tool from residents of the twin cities who recently interacted with a chatbot. This study examines the variables of Chatbot Adoption, Chatbot Credibility, Customer Experience, Customer Satisfaction, and Customer Trust. The findings of the study reveal that Chatbot Adoption does have a positive impact on Customer Satisfaction and Customer Trust. For the moderation links of Chatbot Credibility and Customer Experience, it has been found that the Pakistani clientele does not take into account the Chatbot Credibility to be satisfied with a chatbot or to develop trust in this technology. Whereas for the moderating role of customer experience, it does moderate the relationship between Chatbot Adoption and Customer Satisfaction but does not impact Customer Trust. This will provide businesses with valuable insights about Chatbot Adoption and its impact on Customer Satisfaction and Trust and if it’s the right tool for their unique needs and customers.
