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This research investigates customer satisfaction in chatbot interactions, focusing on chatbot performance and its impact on users’ trust in technology in Bangalore City, Karnataka. It employs multi-stage random sampling, targeting major banks (HDFC, ICICI, State Bank of India, and Bank of Baroda) to collect data from 350 customers across 28 State Bank of India branches, 9 Bank of Baroda branches, 11 HDFC Bank branches, and 5 ICICI Bank branches. Using Structural Equation Modelling (SEM) and moderation analysis, the study offers insights into customer banking experiences, highlighting the importance of effective chatbot performance, technological trust as a mediator, and technical literacy as a moderator in shaping consumer satisfaction in the digital age.

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Customer-Centric Technology: Examining Chatbot Performance and Fostering Trust in the Digital

  • 章节

  • 发表日期：

    2025年

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  • Nagashree,
  • B. R. Sheethal,
  • R. Vibin Krishnan,
  • Shwetha S. Rachayyanavar,
  • Akash Kumar,
  • A. V. Hari Krishna

摘要

This research investigates customer satisfaction in chatbot interactions, focusing on chatbot performance and its impact on users’ trust in technology in Bangalore City, Karnataka. It employs multi-stage random sampling, targeting major banks (HDFC, ICICI, State Bank of India, and Bank of Baroda) to collect data from 350 customers across 28 State Bank of India branches, 9 Bank of Baroda branches, 11 HDFC Bank branches, and 5 ICICI Bank branches. Using Structural Equation Modelling (SEM) and moderation analysis, the study offers insights into customer banking experiences, highlighting the importance of effective chatbot performance, technological trust as a mediator, and technical literacy as a moderator in shaping consumer satisfaction in the digital age.