Abstract

The Effect of Customers’ Attitudes Towards Chatbots on their Experience and Behavioural Intention in Turkey

Highlights

  • Advances in technology have resulted in revolutionary applications that change the way business is conducted

  • Some customers have several concerns regarding technology, and prefer talking to humans rather than chatbots. Brands must improve their chatbots based on customer experience because customers satisfied with chatbots are more likely to use them to contact brands/companies

  • The results showed that perceived ease of use and usefulness affected behavioral intention, but perceived risk had no impact on customer experience and behavioral intention regarding chatbots

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Summary

INTRODUCTION

Advances in technology have resulted in revolutionary applications (apps) that change the way business is conducted. Brands/companies prefer to use chatbot technology more and more because it helps them provide 7/24 customer service as a labor-cost, and time-effective alternative to the conventional way of doing business [7]. Brands/companies use chatbots because they provide 24/7 service to customers by answering their questions, informing them about products/services, and helping them make purchases. Brands/companies use that information to learn more about new markets and opportunities and increase their sales, chatbots are a straightforward way of communication, allowing customers to get answers to their questions or find solutions to their problems quickly and . Studies on technology should examine the role of risk In this context, the following are hypotheses concerning the effect of perceived risk on customer experience and behavioral intention: H4a: Perceived risk of chatbots negatively affects customer experience. The following is the related hypothesis: H5: There is a positive correlation between customer experience and behavioral intention to use chatbots again in the future

RESEARCH METHOD
Findings
Customers think that Useful
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