tailieunhanh - Factors influencing customer satisfaction: The case of Facebook Chabot Vietnam

This research is intended to systematize the theoretical background of chatbots and assess the factors affecting customer satisfaction when they use Facebook chatbot. The study provides an insightful analysis for planners and field workers who are involved in the promotion of Facebook chatbot for online stores in Vietnam. | Factors influencing customer satisfaction The case of Facebook Chabot Vietnam International Journal of Data and Network Science 4 2020 167 178 Contents lists available at GrowingScience International Journal of Data and Network Science homepage ijds Factors influencing customer satisfaction The case of Facebook Chabot Vietnam Xuan Hung Nguyena Hai Ly Tranb Hue Anh Phanb and Thi Thu Hien Phanc a National Economics University Vietnam b Foreign Trade University Vietnam c University of Economics - Technology for Industries Vietnam CHRONICLE ABSTRACT Article history This research is intended to systematize the theoretical background of chatbots and assess the Received December 28 2019 factors affecting customer satisfaction when they use Facebook chatbot. The study provides an Received in revised format Janu- insightful analysis for planners and field workers who are involved in the promotion of Facebook ary 30 2020 chatbot for online stores in Vietnam. It suggests different recommendations and solutions for in- Accepted February 1 2020 Available online February 1 2020 dividuals and organizations providing chatbot services on Facebook platform in order to improve Keywords service quality and operational efficiency. An analysis of 271 customers who used chatbot ser- Customer satisfaction vices pointed out and evaluated the positive and negative relationships around customer satisfac- Facebook chatbots tion. Vietnam 2020 by the authors licensee Growing Science Canada. 1. Introduction Nowadays with technological advances chatbot or e-service agents is becoming a trendy marketing tool to enhance customer experiences and fulfill expectations through real-time interactions Hagberg Sundstrom and Egels-Zandén 2016 . The rapid growth of digital services and digital marketing channels has given brands new opportunities to satisfy customers Calantone et al. 2018 Correa et al. 2010 Perrey amp Spillecke 2011 by providing 24- hour customer service that is .