Chatbots: Can They Satisfy Customers in the Banking Sector?
This open access book presents contributions on a wide range of scientific areas originating from the BUiD Doctoral Research Conference (BDRC 2023)
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2024
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| Online Access: | https://bspace.buid.ac.ae/handle/1234/2558 https://link.springer.com/chapter/10.1007/978-3-031-56121-4_34 |
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| _version_ | 1862980613152178176 |
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| author | Qureshi, Omer Aftab |
| author2 | Wilkins, Stephen Iqbal, Huda |
| author2_role | author author |
| author_facet | Qureshi, Omer Aftab Wilkins, Stephen Iqbal, Huda |
| author_role | author |
| dc.creator.none.fl_str_mv | Qureshi, Omer Aftab Wilkins, Stephen Iqbal, Huda |
| dc.date.none.fl_str_mv | 2024-04-05T12:10:48Z 2024-04-05T12:10:48Z 2024 |
| dc.identifier.none.fl_str_mv | Qureshi, O.A., Wilkins, S., Iqbal, H. (2024). Chatbots: Can They Satisfy Customers in the Banking Sector?. In: Al Marri, K., Mir, F.A., David, S.A., Al-Emran, M. (eds) BUiD Doctoral Research Conference 2023. Lecture Notes in Civil Engineering, vol 473. Springer, Cham. https://doi.org/10.1007/978-3-031-56121-4_34 Print: 978-3031561207 Online: 978-3031561214 https://bspace.buid.ac.ae/handle/1234/2558 https://link.springer.com/chapter/10.1007/978-3-031-56121-4_34 |
| dc.language.none.fl_str_mv | en |
| dc.publisher.none.fl_str_mv | SpringerLink |
| dc.relation.none.fl_str_mv | https://link.springer.com/chapter/10.1007/978-3-031-56121-4_34 |
| dc.subject.none.fl_str_mv | chatbots, artificial intelligence, customer satisfaction, intentions, Word of Mouth (WOM), Technology Acceptance Model 2 (TAM 2) |
| dc.title.none.fl_str_mv | Chatbots: Can They Satisfy Customers in the Banking Sector? |
| dc.type.none.fl_str_mv | Conference paper |
| description | This open access book presents contributions on a wide range of scientific areas originating from the BUiD Doctoral Research Conference (BDRC 2023) |
| id | budr_7d94c58d4fd47a4fdb7c10d7ab3bafb4 |
| identifier_str_mv | Qureshi, O.A., Wilkins, S., Iqbal, H. (2024). Chatbots: Can They Satisfy Customers in the Banking Sector?. In: Al Marri, K., Mir, F.A., David, S.A., Al-Emran, M. (eds) BUiD Doctoral Research Conference 2023. Lecture Notes in Civil Engineering, vol 473. Springer, Cham. https://doi.org/10.1007/978-3-031-56121-4_34 Print: 978-3031561207 Online: 978-3031561214 |
| language_invalid_str_mv | en |
| network_acronym_str | budr |
| network_name_str | The British University in Dubai repository |
| oai_identifier_str | oai:bspace.buid.ac.ae:1234/2558 |
| publishDate | 2024 |
| publisher.none.fl_str_mv | SpringerLink |
| repository.mail.fl_str_mv | |
| repository.name.fl_str_mv | |
| repository_id_str | |
| spelling | Chatbots: Can They Satisfy Customers in the Banking Sector?Qureshi, Omer AftabWilkins, StephenIqbal, Hudachatbots, artificial intelligence, customer satisfaction, intentions, Word of Mouth (WOM), Technology Acceptance Model 2 (TAM 2)This open access book presents contributions on a wide range of scientific areas originating from the BUiD Doctoral Research Conference (BDRC 2023)Purpose – The purpose of this research was to investigate and explore the influence of chatbots service quality on customer satisfaction in the banking sector. Methodology – The sample size for this research was determined to be 25, sufficient to achieve data saturation. This research utilised qualitative inductive research approach, exploratory in nature, implementing non-probability, stratified purposeful sampling technique, based on the age category of commercial bank consumers. Findings – Overall, a total of eleven themes and sub-themes emerged from the gathered data, resulting in three aggregate dimensions, which were “perceived chatbot service quality”, “customer satisfaction” and “responses and intentions”. Practical implications – The study could be extended for different target market, creative strategy, other media and more countries. The findings of this research aimed to help banks further understand customer satisfaction, along with their responses and intentions, when it comes to interacting with chatbots. Originality/value – This research added value to customer experience, which mattered the most, when it comes to them being satisfied with their interaction with chatbot. The output of this research developed a conceptual framework which identified the factors causing customer dissatisfaction once they interacted with chatbots.SpringerLink2024-04-05T12:10:48Z2024-04-05T12:10:48Z2024Conference paperQureshi, O.A., Wilkins, S., Iqbal, H. (2024). Chatbots: Can They Satisfy Customers in the Banking Sector?. In: Al Marri, K., Mir, F.A., David, S.A., Al-Emran, M. (eds) BUiD Doctoral Research Conference 2023. Lecture Notes in Civil Engineering, vol 473. Springer, Cham. https://doi.org/10.1007/978-3-031-56121-4_34Print: 978-3031561207 Online: 978-3031561214https://bspace.buid.ac.ae/handle/1234/2558https://link.springer.com/chapter/10.1007/978-3-031-56121-4_34enhttps://link.springer.com/chapter/10.1007/978-3-031-56121-4_34oai:bspace.buid.ac.ae:1234/25582024-04-16T05:38:06Z |
| spellingShingle | Chatbots: Can They Satisfy Customers in the Banking Sector? Qureshi, Omer Aftab chatbots, artificial intelligence, customer satisfaction, intentions, Word of Mouth (WOM), Technology Acceptance Model 2 (TAM 2) |
| title | Chatbots: Can They Satisfy Customers in the Banking Sector? |
| title_full | Chatbots: Can They Satisfy Customers in the Banking Sector? |
| title_fullStr | Chatbots: Can They Satisfy Customers in the Banking Sector? |
| title_full_unstemmed | Chatbots: Can They Satisfy Customers in the Banking Sector? |
| title_short | Chatbots: Can They Satisfy Customers in the Banking Sector? |
| title_sort | Chatbots: Can They Satisfy Customers in the Banking Sector? |
| topic | chatbots, artificial intelligence, customer satisfaction, intentions, Word of Mouth (WOM), Technology Acceptance Model 2 (TAM 2) |
| url | https://bspace.buid.ac.ae/handle/1234/2558 https://link.springer.com/chapter/10.1007/978-3-031-56121-4_34 |