Affiliation:
1. Amity Business School, Amity University, Noida, India
Abstract
Artificial intelligence (AI) has emerged as a catalyst for change in numerous sectors. AI chatbots have been shown to be able to enhance customer engagements and loyalty. This research endeavor aims to explore the nuanced facets of AI-chatbot service quality dimensions and their substantial impact on favorable customer behavioural outcomes such as their attitudes, satisfaction, and loyalty. The study utilized data collected from people in Delhi-NCR region of India who have used AI-powered chatbot services previously. Results showed that every dimension of service quality has a positive association on satisfaction. However, only three dimensions impacted customer attitude significantly. In addition, the outcome of analysis showed that customer loyalty was positively and significantly impacted by user satisfaction towards AI-chatbots and attitude. This study offers a novel and impactful strategy to enhance our understanding of chatbot's potential to significantly alter the way online companies interact with and market to their customer base.