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The challenges faced by businesses in today’s context are numerous. There are many uncertainties. However, to achieve sustainable development many businesses have adopted artificial intelligence to improve customer experience. Particularly the banking industry has implemented AI in the form of Chatbot. A conversational application that answers the queries of the customers. This study aims to analyze the factors that influence the customers’ use continuance of Chatbot services in the banking industry. The survey evaluated various determinants such as Service Quality, Customer Satisfaction, Word-of-Mouth and Use Continuance. Data was collected from 232 bank customers in Bangalore, Karnataka, South India, through online and offline surveys using a random sampling method. The collected data was analyzed using IBM SPSS, and AMOS. The result shows that Service Quality has a significant effect on Satisfaction. And Satisfaction acts as a catalyst that impacts the Use Continuance of bank Chatbots. Loyalty and Word-of-mouth show mild mediation between Satisfaction and Use Continuance.

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Service Quality, the Most Driving Factor for Use Continuance of Chatbot in Banking Sector

  • 章节

  • 发表日期：

    2025年

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  • D. Sheela Margaret,
  • N. Elangovan,
  • M. Sriram,
  • Vedha Balaji

摘要

The challenges faced by businesses in today’s context are numerous. There are many uncertainties. However, to achieve sustainable development many businesses have adopted artificial intelligence to improve customer experience. Particularly the banking industry has implemented AI in the form of Chatbot. A conversational application that answers the queries of the customers. This study aims to analyze the factors that influence the customers’ use continuance of Chatbot services in the banking industry. The survey evaluated various determinants such as Service Quality, Customer Satisfaction, Word-of-Mouth and Use Continuance. Data was collected from 232 bank customers in Bangalore, Karnataka, South India, through online and offline surveys using a random sampling method. The collected data was analyzed using IBM SPSS, and AMOS. The result shows that Service Quality has a significant effect on Satisfaction. And Satisfaction acts as a catalyst that impacts the Use Continuance of bank Chatbots. Loyalty and Word-of-mouth show mild mediation between Satisfaction and Use Continuance.