Using E-Commerce Unveiling Consumer Responses To Chatbot Interactions

Abstract

This data will be gathered through an online questionnaire among the e-commerce consumers who have used chatbots in conducting their purchases. A structured questionnaire using items on a Likert scale will be used for the survey measuring the effects of each of the explained factors on the consumers’ satisfaction and their level of trust. The main target sample size is 268 respondents to be selected in a manner that the sample will encompass all the demographic categories. The data will be analysed through multiple regression analysis and also through the Structural Equation Modelling (SEM) to understand the levels of correlation between the various facades of chatbot and the overall satisfaction levels of the consumer. The initial results indicate that the overall performance and the response time of the chatbot define the consumer’s trust and satisfaction, and friendliness and helpfulness increase the consumer’s interest and overall satisfaction. Accessibility of the chatbot and its interactive functions also have important functions in the formation of a favourable consumer experience. All these implications call for the development of chatbots that will not only be effective but more importantly easy to use and helpful, which in the end helps to cultivate high consumer satisfaction levels to e-commerce operations.