000			01644nam a22001817a 4500
008			240220b |||||||| |||| 00| 0 eng d
100			_aPoornima Kapadan Othayoth _93429
245			_aChatbot Service quality in Banking _bAnalyzing Indian Banking Customer Perceptions and Influence on Customer Satisfaction and Value
260			_aNew Delhi _bAssociated Management Consultant _c2024
300			_aIndian Journal of Marketing Vol 54 Issue 2 pg 44-64
520			_aThe 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.
650			_aBanking Services _93430
650			_aCusotmer Satisfaction _93431
650			_aService Quality _93432
654			_aChatbot Services
700			_aShiva Khanna _93433
942			_cAR
999			_c39420 _d39420