The impact of AI chatbots on customer experience in online retailing in an emerging economy

Trinh Thi Thu Huong, Nguyen Thuy Hanh, Hoang Thi Doan Trang and Nguyen Thi Khanh Chi

International Journal of Process Management and Benchmarking, 2023, vol. 15, issue 2, 182-197

Abstract: This study is undertaken to investigate whether companies can increase customer experience and satisfaction through AI chatbots in an emerging economy. This study uses customer data to test the impact of three chatbot dimensions on online experience. A questionnaire survey is used to collect data from 247 online customers in Vietnam. Empirical results indicate that chatbot customisation, perceived control, and interactive speed have a significant effect on cognitive experiential state while only chatbot customisation has impact on affective experiential state. Perceived control and interactive speed are found to have no effect on affective experience. Moreover, both components of customer experience (cognitive and affective experiential state) have significantly impacted online satisfaction. Based on these findings, this paper highlights the importance of chatbot on increasing customer satisfaction on the internet which further leads to their repurchase actions.

Keywords: AI chatbots; customer experience; online retailing; an emerging economy. (search for similar items in EconPapers)
Date: 2023
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