Do you mind talking to a chatbot? : A quantitative study about how chatbots affect the digital customer experience within Swedish banks.

• Main Authors: Hultman, Anna, Zarki, Mikaela
• Format: Others
• Language: English
• Published: Linnéuniversitetet, Institutionen för marknadsföring (MF) 2021
• Subjects: Artificial Intelligence; Chatbot; Swedish Banking Sector; Technical Quality; Technical Service Quality; Customer Experience; Customer Satisfaction.; Business Administration; Företagsekonomi
• Online Access: http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-104863

This bachelor's degree thesis aims to increase the understanding of how chatbots affect the digital customer experience within Swedish banks. Furthermore, this study examines how bank chatbot's technical quality affects the digital customer experience. In this thesis, the authors have chosen to use a deductive approach and a quantitative research strategy. Moreover, the authors used the Statistical Package for Social Sciences (SPSS) program to process the collected quantitative data from the questionnaires. The thesis empirical findings were analyzed and discussed in correlation to previous research to strengthen the research results. The thesis empirical findings demonstrate that 42.9% of the respondents agreed with the statement; My bank's chatbot technology quality improved my customer satisfaction. Moreover, the correlation analysis showed that customer satisfaction and customer satisfaction linked to technical quality had a strong positive correlation between the concepts. Swedish banks could use the information to develop further their chatbots' technical quality, which would reduce customer service costs and influence how customers visit the bank. The thesis research results can also be applied and used by other industries that want to improve or implement chatbots in their digital business.