Dublin Core The Dublin Core metadata element set is common to all Omeka records, including items, files, and collections. For more information see, http://dublincore.org/documents/dces/. Title A name given to the resource Articles Article Faculty Publications -Articles Dublin Core The Dublin Core metadata element set is common to all Omeka records, including items, files, and collections. For more information see, http://dublincore.org/documents/dces/. Title A name given to the resource Chatbot Service Quality in Banking : Analyzing Indian Banking Customer Perceptions and Influence on Customer Satisfaction and Value Subject The topic of the resource banks; chatbot services; customer satisfaction; customer value; service quality Description An account of the resource Purpose: The study has two objectives: first, to determine the quality of chatbot services provided by Indian banks; second, to assess the influence of chatbot service quality variables on customer satisfaction and customer value. Research Methodology: The study used a quantitative methodology, selecting individuals at random from a group of Indian banking clients. We used a questionnaire to collect data from the selected sample as part of a causal research investigation. We made use of SPSS and Python for this analysis. Customer satisfaction and value were taken into account as the dependent variables in our study. The seven elements of service qualityfunctionality, convenience, security, design, customization, enjoyment, and assurancemade up the independent variables. Findings: According to this study, client satisfaction and value were significantly shaped by the quality of the services provided. Customers value was significantly impacted by functionality and enjoyment, and their satisfaction was greatly influenced by assurance, design, and personalization. The unexpected negative impact assurance had on customer value is noteworthy and calls for more research. Practical Implications: In the highly competitive banking industry, this research has important ramifications for banks. It highlighted how important service quality is, which led banks to give priority to customer pleasure and think about making strategic changes. Banks could obtain a competitive advantage by improving the quality of their services, improving chatbot services, and implementing a customer-centric strategy by utilizing the research findings that have been presented. Our research helped banks evolve with the needs of their customers in mind, enabling them to gain credibility, repeat business, and long-term success in the ever-changing banking services market. Originality/Value: This study examined how consumers in Indian banks perceive the value and satisfaction of chatbot services and how they use them. The study provided useful recommendations and concepts to improve the general consumer experience. 2024, Associated Management Consultants Pvt. Ltd.. All rights reserved. Creator An entity primarily responsible for making the resource Kapadan P.; Khanna S. Source A related resource from which the described resource is derived Indian Journal of Marketing, Vol-54, No. 2, pp. 44-65. Publisher An entity responsible for making the resource available Associated Management Consultants Pvt. Ltd. Date A point or period of time associated with an event in the lifecycle of the resource 2024-01-01 Identifier An unambiguous reference to the resource within a given context <a href="https://doi.org/10.17010/ijom/2024/v54/i2/173474" target="_blank" rel="noreferrer noopener">https://doi.org/10.17010/ijom/2024/v54/i2/173474</a> <br /><br /><a href="https://www.scopus.com/inward/record.uri?eid=2-s2.0-85188943958&amp;doi=10.17010%2Fijom%2F2024%2Fv54%2Fi2%2F173474&amp;partnerID=40&amp;md5=76ddbaccb0e1b80c959150aaac436ab8" target="_blank" rel="noreferrer noopener">https://www.scopus.com/inward/record.uri?eid=2-s2.0-85188943958&amp;doi=10.17010%2fijom%2f2024%2fv54%2fi2%2f173474&amp;partnerID=40&amp;md5=76ddbaccb0e1b80c959150aaac436ab8</a> Rights Information about rights held in and over the resource Restricted Access Relation A related resource ISSN: 9738703 Format The file format, physical medium, or dimensions of the resource Online Language A language of the resource English Type The nature or genre of the resource Article Coverage The spatial or temporal topic of the resource, the spatial applicability of the resource, or the jurisdiction under which the resource is relevant Kapadan P., CHRIST (Deemed to be University), Campus Road, Bhavani Nagar, S.G. Palya, Karnataka, Bengaluru, 560 025, India; Khanna S., CHRIST (Deemed to be University), Bennerghatta Main Road, Pai Layout, Hulimavu, Karnataka, Bengaluru, 560 076, India