Journal of Korea Artificial Intelligence Association

Korea Distribution Science Association (한국유통과학회)
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The Effect of Chatbot Service Quality on Customer Satisfaction and Continuous Use Intention

챗봇 서비스품질이 고객만족과 지속사용의도에 미치는 영향

  • Received : 2023.10.08
  • Accepted : 2024.06.13
  • Published : 2024.06.30
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Abstract

This study is about the effect of chatbot service quality on customer satisfaction and continuous use intention. Data collection was conducted for 13 days from October 23 to November 5, 2023, and a survey was conducted on customers who have used chatbot services. A total of 572 questionnaires were targeted, of which 545 valid data were used for analysis, excluding those that responded insincerely or did not meet the purpose of the study. The analysis results of this study are as follows: First, chatbot service quality partially had a significant effect on satisfaction. Second, customer satisfaction had a significant effect on continuous use intention. Therefore, in order to have a positive impact on continuous use intention, it is necessary to focus on marketing strategies related to chatbot service quality. Also, research focusing on data analysis and performance evaluation is crucial for enhancing chatbot services, necessitating studies that address real-time changes. Through sophisticated data analysis and variable measurement, chatbot services can be effectively improved, leading to enhanced customer satisfaction.

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References

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