Browsing by Author "Manoj Govindaraj"

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    Analyzing the Drivers of Customer Chatbot Adoption in the Banking Industry
    (Chitkara University Publications, 2023-10-15) Manoj Govindaraj; Ravishankar Krishnan; Jenifer Lawrence
    Background: The integration of Artificial Intelligence (AI) chatbots into various industries has become a significant trend, with the banking sector being one of the key adopters. AI chatbots are designed to simulate human conversation, offering automated responses to customer queries. Their use in the banking industry aims to streamline customer service and improve efficiency. However, understanding the factors that influence customers’ willingness to use chatbot services remains crucial for banks in optimizing these technologies. Factors such as perceived usefulness, ease of use, trust, privacy concerns, and customer satisfaction play vital roles in determining the acceptance of chatbot services in banking. Purpose: The purpose of this research is to identify and analyze the factors that influence customer intention to use chatbots in banks. By investigating these factors, the study seeks to provide banks with actionable insights to improve their chatbot services, enhance customer engagement, and increase customer satisfaction. The research also aims to assess the role of various technological aspects such as the chatbot interface, content, safety, and convenience in shaping customer decisions to adopt this technology. Methods: This study employs a quantitative research approach, utilizing a structured questionnaire to gather data from a sample of 250 bank customers. The questionnaire assesses several key factors, including perceived usefulness, perceived ease of use, trust, privacy concerns, and customer satisfaction. The collected data is then analyzed using statistical techniques, including regression analysis and structural equation modeling (SEM), to test the Technology Acceptance Model (TAM) and examine the relationships between the identified factors. Results: The analysis reveals significant relationships between customer intention to use chatbot services and factors such as perceived usefulness, trust, and ease of use. Customers’ satisfaction with the interface, content, and security of the chatbot also plays a critical role in their willingness to adopt this technology. The study confirms that perceived convenience and safety strongly influence customers’ decision to engage with AI-driven chatbots in banks. Conclusions: The findings of this research provide valuable insights into the factors affecting customer acceptance and intention to use chatbots in the banking sector. Financial institutions can use these insights to tailor their chatbot services, ensuring they address customer concerns related to trust, security, and ease of use. The results also highlight the importance of designing user-friendly interfaces and ensuring the safety of customer data. By understanding these factors, banks can improve customer satisfaction, foster trust, and promote the adoption of AI-driven services, benefiting both customers and service providers in the long term.
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    Services Provided by Retails Outlets and Their Influence on Customer Satisfaction in Case of Home Appliances and Electronic Products
    (Chitkara University Publications, 2022-10-30) Manoj Govindaraj; Ravishankar Krishnan; Jenifer Lawrence; Nitika Sharma
    Background: This study shows how significantly the retail sector impacts customer satisfaction through service quality. Purpose: This study delves into the influential factors within the realm of service quality dimensions offered by electronic retail outlets and their consequential impact on customer satisfaction. Method: The research employs standardized regression weights to identify the critical service quality dimensions impacting customer satisfaction. Key dimensions include tangibility, responsiveness, reliability, and empathy, with reliability emerging as the most influential factor. Result: Findings underscore the significance of several service quality dimensions, including tangibility, responsiveness, reliability, and empathy, within the context of a retail outlet. Each of these dimensions plays a vital role in shaping the customer’s experience and satisfaction. Notably, reliability emerges as the linchpin, signifying that customers place a premium on the predictability and trustworthiness of services provided by electronic retail outlets. Conclusion: Retail businesses should prioritize enhancing tangibility, responsiveness, reliability, and empathy as part of their customer-centric strategies. These improvements have the potential to exert a substantial and positive influence on customer satisfaction. By acknowledging the pivotal role of these dimensions and incorporating them into their operations, retailers can design strategies that lead to heightened customer experiences and, ultimately, elevated levels of customer satisfaction.