This research aimed to examine how the quality of chatbot services affects customer satisfaction in the banking sector. The research determined a sample size of twenty-five, which was deemed adequate to attain data saturation within a longitudinal time frame. This research used an exploratory, qualitative inductive approach and a non-probability, stratified purposeful sampling method based on age categories. From the collected data, twenty-seven themes and sub-themes were identified, leading to 7 overall dimensions. The research could be expanded to encompass diverse target markets, innovative strategies, alternative media channels, and additional countries. This research added value by extending TAM 2 model in terms of customer satisfaction and customer experience. The output of this research resulted in the creation of a conceptual framework that addressed present constraints while proposing opportunities for future research.