The impact of chatbots on service quality in the e-commerce platform

Saiydin, Siti Aisyah (2024) The impact of chatbots on service quality in the e-commerce platform. Project Report. Universiti Teknikal Malaysia Melaka, Melaka, Malaysia. (Submitted)

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Abstract

Chatbots are AI-powered computer programs that simulate human-like conversations, offering real-time interaction with consumers in e-commerce platforms. They provide benefits such as 24/7 accessibility, instant responses, and multitasking capabilities. As e-commerce continues to grow, exceptional customer service is crucial for competitiveness, and chatbots have emerged as a means to enhance service quality. They help meet the demand for effective consumer support and ensure prompt assistance, leading to customer satisfaction and loyalty. E-commerce users are interested in understanding the impact of chatbots on service levels. Implementing chatbots streamlines customer service, reduces response times, and improves the overall purchasing experience. However, challenges exist, as chatbots may struggle with complex inquiries, causing frustration. Investigating both benefits and potential obstacles is essential for a comprehensive understanding of chatbot implementation in e-commerce platforms. This study seeks to evaluate the impact of chatbot implementation on customer interactions, response times, and levels of customer satisfaction. In addition, the factors that influence consumers' perceptions of chatbot service quality will be identified. Despite their advantages such as 24/7 availability, quick responses, and cost-effectiveness, there are concerns about chatbots' capacity to provide personalized experiences. It is essential to evaluate the effect of chatbots on e-commerce platform service quality, taking into account customer satisfaction, usability, and enjoyment. The purpose of this research is to find the influence of the four elements of the adoption of chatbots on service quality in E-commerce which is perceived ease of use, perceived usefulness, satisfaction, and perceived enjoyment. This study used a quantitative method was conduct people who using adoption of chatbots in service quality. The findings of this study contribute to understanding the impact of chatbots on service quality in the E-commerce platform. However, the study emphasizes the possibility of implementing service quality chatbots in e-commerce platforms and suggests a new technology acceptance approach.

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