ItemBook Chapter

Service Quality, the Most Driving Factor for Use Continuance of Chatbot in Banking Sector

Title
Service Quality, the Most Driving Factor for Use Continuance of Chatbot in Banking Sector
Creator
Sheela Margaret, D.; Elagovan, N.; Sriram, M.; Balaji, Vedha
Description
The challenges faced by businesses in todays context are numerous. There are many uncertainties. However, to achieve sustainable development many businesses have adopted artificial intelligence to improve customer experience. Particularly the banking industry has implemented AI in the form of Chatbot. A conversational application that answers the queries of the customers. This study aims to analyze the factors that influence the customers use continuance of Chatbot services in the banking industry. The survey evaluated various determinants such as Service Quality, Customer Satisfaction, Word-of-Mouth and Use Continuance. Data was collected from 232 bank customers in Bangalore, Karnataka, South India, through online and offline surveys using a random sampling method. The collected data was analyzed using IBM SPSS, and AMOS. The result shows that Service Quality has a significant effect on Satisfaction. And Satisfaction acts as a catalyst that impacts the Use Continuance of bank Chatbots. Loyalty and Word-of-mouth show mild mediation between Satisfaction and Use Continuance. The Author(s), under exclusive license to Springer Nature Switzerland AG 2025.
Source
Studies in Systems, Decision and Control;Volume;608;pp.387-398
Date
01-01-2025
Publisher
Springer Science and Business Media Deutschland GmbH
Subject
Banking; Chatbot; Customer satisfaction; Use continuance
Coverage
Sheela Margaret D., School of Business Management, CHRIST (Deemed to Be University), Bengaluru, India; Elagovan N., School of Business Management, CHRIST (Deemed to Be University), Bengaluru, India; Sriram M., School of Business Management, CHRIST (Deemed to Be University), Bengaluru, India; Balaji V., School of Business Management, CHRIST (Deemed to Be University), Bengaluru, India
Rights
Restricted Access; Hardcopy may be available in the library
Relation
ISSN: 21984182;
Format
online
Language
English
Type
Book chapter

Citation

Sheela Margaret, D.; Elagovan, N.; Sriram, M.; Balaji, Vedha, “Service Quality, the Most Driving Factor for Use Continuance of Chatbot in Banking Sector,” CHRIST (Deemed To Be University) Institutional Repository, accessed June 18, 2026, https://archives.christuniversity.in/items/show/24053.

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