Enhancing Customer Satisfaction with Chatbots: An Analysis of Interaction and Problem-Solving Capabilities

Nurkholish Majid (), Nanik Hariyana and Nanda Nova Nur Diana
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Nurkholish Majid: Universitas Pembangunan Nasional Veteran Jawa Timur
Nanik Hariyana: Universitas Pembangunan Nasional Veteran Jawa Timur
Nanda Nova Nur Diana: Universitas Pembangunan Nasional Veteran Jawa Timur

A chapter in Proceedings of the 3rd International Conference on Management and Business (ICOMB 2024), 2025, pp 109-112 from Springer

Abstract: Abstract This research focuses on using Chatbots and their impact on User Satisfaction, emphasizing their interaction and problem-solving abilities. Conducted with a sample of 100 Chatbot users, the study employed Partial Least Squares (PLS) analysis. The primary goal was to assess the effectiveness of Chatbots in addressing user needs and providing satisfactory solutions. The findings underscore Chatbots’ significant role in enhancing user satisfaction, particularly through informative and responsive interactions. Users appreciate chatbots’ promptness and accessibility in resolving issues. However, there is a perceived limitation in Chatbots’ capacity to handle more complex problems, indicating the need for further development, particularly in AI technology. The urgency of this research lies in the growing reliance on digital platforms for communication and marketing. As businesses increasingly adopt Chatbots as a means of customer interaction, understanding their effectiveness becomes paramount. By addressing the shortcomings identified in this study, companies can refine their Chatbot systems to meet user expectations better and enhance overall customer satisfaction.

Keywords: Chatbot; Interaction; Problem Solving and User Satisfaction (search for similar items in EconPapers)
Date: 2025
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DOI: 10.2991/978-94-6463-698-7_11

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