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 Faculty Publications Book Chapter Faculty Publications- Book Chapter 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/. Creator An entity primarily responsible for making the resource Sheela Margaret, D.; Elagovan, N.; Sriram, M.; Balaji, Vedha Title A name given to the resource Service Quality, the Most Driving Factor for Use Continuance of Chatbot in Banking Sector Date A point or period of time associated with an event in the lifecycle of the resource 01-01-2025 Source A related resource from which the described resource is derived Studies in Systems, Decision and Control;Volume;608;pp.387-398 Identifier An unambiguous reference to the resource within a given context <a href="https://doi.org/10.1007/978-3-031-96641-5_34" target="_blank" rel="noreferrer noopener">https://doi.org/10.1007/978-3-031-96641-5_34</a> <br /><br /><a href="https://www.scopus.com/pages/publications/105020474737?origin=resultslist" target="_blank" rel="noreferrer noopener">https://www.scopus.com/pages/publications/105020474737?origin=resultslist</a> Coverage The spatial or temporal topic of the resource, the spatial applicability of the resource, or the jurisdiction under which the resource is relevant 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 Description An account of the resource 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. Subject The topic of the resource Banking; Chatbot; Customer satisfaction; Use continuance Publisher An entity responsible for making the resource available Springer Science and Business Media Deutschland GmbH Relation A related resource ISSN: 21984182; Language A language of the resource English Type The nature or genre of the resource Book chapter Rights Information about rights held in and over the resource Restricted Access; Hardcopy may be available in the library Format The file format, physical medium, or dimensions of the resource online