I am currently investigating whether the usage of chatbots will influence customer satisfaction. The idea is to design an experiment in which the subjects are shown both a traditional website (screen shot of mobile browser) and a chatbot (screenshot of a chatbot talking in Facebook Messenger mobile). Could anyone tell me what would be the best way to discover whether or not the usage of chatbots will lead to customer satisfaction? Thank you.
I Thought one article send to you you have read it.get the idea
I suppose the usage of the chatbot is to contribute to customer satisfaction. Then, the problem is to find out separately and compare the extent both the traditional website and the chatbot contribute to meeting customer expectations. The Dis-confirmation Paradigm (Oliver, R.L, 1977) can be used to obtain Difference Scores between customers expectations and perceptions of the relevant attributes.
I totally agree with Leonidas.
...interesting approach and a comprehensive description.
Kind regards,
Cristina
Hola. Al igual que cualquier llamada telefónica de servicio, se puede grabar y para concluir una encuesta de satisfacción, acorde con lo que desees medir. Mas que medir expectativas, es necesario medir hoy en día las percepciones.
Saludos
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