Chatbot Service quality in Banking Analyzing Indian Banking Customer Perceptions and Influence on Customer Satisfaction and Value
Poornima Kapadan Othayoth
Chatbot Service quality in Banking Analyzing Indian Banking Customer Perceptions and Influence on Customer Satisfaction and Value - New Delhi Associated Management Consultant 2024 - Indian Journal of Marketing Vol 54 Issue 2 pg 44-64
The study has two objectives first to determine the quality of chatbot services provided by Indian Banks and to assess the influence of chatbot service quality variables on customer satisfaction and customer value This study client satisfaction and value were significantly impacted by functionality and enjoyment and their satisfaction was greatly influenced by assurance design and personalization. The unexpected negative impact assurance had on customer value is noteworthy and calls for more research. it highlighted how important is service quality is which led banks to give priority to customer pleasure and think about making strategic changes. Banks could obtain a competitive advantage by improving the quality of their services improving chatbot services and implementing a customer centirc strategy by utilizing the research findings that have been presented. The study provided useful recommendations and concepts to improve the general consumer experience.
Banking Services
Cusotmer Satisfaction
Service Quality
Chatbot Services
Chatbot Service quality in Banking Analyzing Indian Banking Customer Perceptions and Influence on Customer Satisfaction and Value - New Delhi Associated Management Consultant 2024 - Indian Journal of Marketing Vol 54 Issue 2 pg 44-64
The study has two objectives first to determine the quality of chatbot services provided by Indian Banks and to assess the influence of chatbot service quality variables on customer satisfaction and customer value This study client satisfaction and value were significantly impacted by functionality and enjoyment and their satisfaction was greatly influenced by assurance design and personalization. The unexpected negative impact assurance had on customer value is noteworthy and calls for more research. it highlighted how important is service quality is which led banks to give priority to customer pleasure and think about making strategic changes. Banks could obtain a competitive advantage by improving the quality of their services improving chatbot services and implementing a customer centirc strategy by utilizing the research findings that have been presented. The study provided useful recommendations and concepts to improve the general consumer experience.
Banking Services
Cusotmer Satisfaction
Service Quality
Chatbot Services