The analysis of customer satisfaction factors which influence chatbot acceptance in Indonesia
| Autor: | Lim Sanny, Ari Clementin Susastra, Choky Roberts, Reflia Yusramdaleni |
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| Jazyk: | angličtina |
| Rok vydání: | 2019 |
| Předmět: | |
| Zdroj: | Management Science Letters, Vol 10, Iss 6, Pp 1225-1232 (2019) |
| Druh dokumentu: | article |
| ISSN: | 1923-9335 1923-9343 |
| Popis: | Chatbot program has evolved in the Indonesian market as the representative of online service customer that provides immediate response and it is able to interact with customers by using Natural Language Processing. This study aims to determine the extent of the customer satisfaction factors that successfully influence chatbot acceptance in Indonesia. A sample of 119 respondents is chosen using Exploratory Factor Analysis method. The findings deliver valuable insight of four factors in satisfying Indonesian customers when using Chatbot. The research conclusion not only gives a new perspective to identify important factors influencing customer satisfaction for chatbot acceptance in Indonesia but also helps Indonesian organizations look up at those fac-tors when planning to develop chatbot for their businesses. |
| Databáze: | Directory of Open Access Journals |
| Externí odkaz: |
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