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Chatbot Service Quality in Banking: Analysis of Customer Satisfaction
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Author(s): Aditi R. Khandelwal (IIS (Deemed to be) University, India), Ratisha Yadav (IIS (Deemed to be) University, India), Mahima Agnani (IIS (Deemed to be) University, India)and Senthil Kumar A.V. (Nehru Institute of Information Technology and Management, India)
Copyright: 2026
Pages: 30
Source title:
Examining Social Psychology in Virtual Environments
Source Author(s)/Editor(s): Ruqia Safdar Bajwa (Bahauddin Zakariya University, Pakistan), Sarwat Sultan (Bahauddin Zakariya University, Pakistan)and Asma Yunus (University of Sargodha, Pakistan)
DOI: 10.4018/979-8-3373-5896-3.ch006
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Abstract
One of the most visible applications of AI in customer service is the rapid adoption of AI-powered chatbots. This study examines the quality of chatbot services in the banking sector and their influence on customer satisfaction. Using a quantitative design, data were collected from 210 respondents through structured questionnaires. Key variables—functionality, convenience, security, assurance, enjoyment, design, and customization—were analysed statistically to evaluate their impact. Results indicate that chatbot service quality has a significant effect on customer satisfaction, with functionality, customization, security, and convenience as the strongest predictors. Accurate and timely responses were highlighted as critical in enhancing customer experience. Practically, the findings guide banks to enhance chatbot customization, security, and functionality to boost satisfaction and loyalty, thus achieving a competitive edge in digital banking. This research also adds to the limited literature, offering a framework for future AI-based customer service.
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