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 Conference Paper Faculty Publications- Conference Papers 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 Tripathi, Abhinav P.; Tripathi, Anju; Gupta, Upasana; Malik, Mehak Title A name given to the resource Measuring the Impact of Chatbot Attributes in Enhancing Consumer Satisfaction and Brand Loyalty Among Centennials: PLS-SEM Analysis 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 Springer Proceedings in Business and Economics;pp.173-191 Identifier An unambiguous reference to the resource within a given context <a href="https://doi.org/10.1007/978-981-97-7030-4_12" target="_blank" rel="noreferrer noopener">https://doi.org/10.1007/978-981-97-7030-4_12</a> <br /><br /><a href="https://www.scopus.com/pages/publications/105020164667?origin=resultslist" target="_blank" rel="noreferrer noopener">https://www.scopus.com/pages/publications/105020164667?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 Tripathi A.P., Christ (Deemed to Be University), Delhi NCR, Ghaziabad, India; Tripathi A., Jaipuria School of Business, Ghaziabad, India; Gupta U., Christ (Deemed to Be University), Delhi NCR, Ghaziabad, India; Malik M., Christ (Deemed to Be University), Delhi NCR, Ghaziabad, India Description An account of the resource PurposeThis study investigates the potential impact of consumers views about chatbots dynamic, behavioral, and cognitive features on their satisfaction and brand loyalty. Design/methodology/approachData were collected using a survey comprising questionnaires from a sample of Indian centennial customers. Purposive sampling was the technique utilized. After that, the data was analyzed using the partial least squares algorithm with the help of smartPLS for structured modelling. FindingsThe results demonstrated that chatbots affective, behavioral, and cognitive characteristics significantly impacted consumer satisfaction and enhanced brand loyalty. Practical implicationsChatbots can improve brand loyalty by taking into account the affective, behavioral, and cognitive traits of their e-agents. Originality/valueThis work aims to contribute and enhance the expanding corpus of research on chatbots effects on increasing brand love. The Author(s), under exclusive license to Springer Nature Singapore Pte Ltd. 2025. Subject The topic of the resource Brand loyalty; Centennial customers; Chatbots; Cognitive traits; Customer satisfaction; E-agents; New technologies Publisher An entity responsible for making the resource available Springer Nature Relation A related resource ISSN: 21987246; ISBN: 978-981977029-8; Language A language of the resource English Type The nature or genre of the resource Conference paper 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