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Stream/Area:
-
Subject:
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Paper ID:
IJSREM66197
Volume:
10 |
7 |
Jul 2026
Pages:
1-12
Publication Frequency:
Monthly (12 issues per year)
License:International Journal of Scientific Research in Engineering and Management follows the Creative Commons Attribution 4.0 (CC BY 4.0) License, allowing free use and distribution with proper attribution.
MBA
Vidya Vikas Institute of Engineering and Technology, Mysore
MBA
Vidya Vikas Institute of Engineering and Technology, Mysore
Chatbots have become an integral part of digital customer service strategies across banking, e-commerce, telecommunications, and hospitality. While organizations increasingly adopt AI-based conversational agents to reduce cost and improve responsiveness, the ultimate success of such systems depends on how customers perceive and accept them. This study examines customer perception towards chatbot-based customer services, with specific objectives of analyzing customer satisfaction, evaluating the effectiveness of chatbots in improving customer experience, and examining the level of query redressal achieved through chatbot interactions. A descriptive research design was adopted, and primary data were collected from 400 respondents who had prior experience using chatbot-based customer support, using a structured, Likert-scale questionnaire distributed through Google Forms, social media, and email. Convenience sampling was used to select respondents. Data were analyzed using percentage analysis, Chi-square tests, one-sample t-tests, and linear regression. Results show that respondents are predominantly young (21–30 years), educated, and moderately to highly satisfied with chatbot services, particularly regarding response speed and 24/7 availability. Chi-square tests confirmed statistically significant associations between customer responses and all measured service dimensions (p < 0.05). One-sample t-tests revealed that all effectiveness indicators exceeded the neutral midpoint, with availability recorded as the strongest attribute (mean = 4.02). Regression analysis showed that the proposed predictors explained 70.9% of the variance in overall chatbot effectiveness, with issue-resolution speed as the strongest predictor. The study concludes that chatbot services meaningfully enhance customer experience but perform best when combined with a pathway to human support for complex queries, and offers practical suggestions for improving chatbot accuracy, usability, and emotional responsiveness.
KEYWORDS
This study demonstrates that chatbot-based customer service is generally well-received, with customers valuing its speed, continuous availability, and convenience. Statistical analysis confirmed that customer responses are significantly associated with each measured service dimension, that effectiveness ratings significantly exceed neutral expectations, and that issue-resolution speed is the single strongest driver of overall chatbot effectiveness. However, gaps remain in accuracy, emotional understanding, and handling of complex queries, indicating that chatbots are best positioned as a complement to — rather than a full replacement for — human customer service. Organizations seeking to maximize the benefits of chatbot adoption should prioritize resolution speed and accuracy, invest in more human-like conversational design, and maintain clear escalation pathways to human agents.
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Publication Date
7/18/2026
Peer Review Type
Double-Blind Peer Review
Review Rounds: 2
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The authors declare no conflict of interest related to this research work.
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