Welcome to the InfoSci Platform
Investigating the Service Quality of Chatbots on Telecom Service Providers' Websites and Apps

Investigating the Service Quality of Chatbots on Telecom Service Providers' Websites and Apps

Eli Fianu, Fred Amankwah-Sarfo, Ernest Kwame Affum, William Leslie Brown-Acquaye
Copyright: © 2024 |Pages: 28
ISBN13: 9798369312391|ISBN13 Softcover: 9798369347669|EISBN13: 9798369312407
DOI: 10.4018/979-8-3693-1239-1.ch001
Cite Chapter Cite Chapter

MLA

Fianu, Eli, et al. "Investigating the Service Quality of Chatbots on Telecom Service Providers' Websites and Apps." Revolutionizing the Service Industry With OpenAI Models, edited by Mahmut Demir and Ali Dalgic, IGI Global, 2024, pp. 1-28. https://doi.org/10.4018/979-8-3693-1239-1.ch001

APA

Fianu, E., Amankwah-Sarfo, F., Affum, E. K., & Brown-Acquaye, W. L. (2024). Investigating the Service Quality of Chatbots on Telecom Service Providers' Websites and Apps. In M. Demir & A. Dalgic (Eds.), Revolutionizing the Service Industry With OpenAI Models (pp. 1-28). IGI Global. https://doi.org/10.4018/979-8-3693-1239-1.ch001

Chicago

Fianu, Eli, et al. "Investigating the Service Quality of Chatbots on Telecom Service Providers' Websites and Apps." In Revolutionizing the Service Industry With OpenAI Models, edited by Mahmut Demir and Ali Dalgic, 1-28. Hershey, PA: IGI Global, 2024. https://doi.org/10.4018/979-8-3693-1239-1.ch001

Export Reference

Mendeley
Favorite

Abstract

The study sought to investigate the service quality of chatbots on telecom service providers' websites and apps. The research model was based on an integration of the expectation confirmation model of IS, the E-S-Qual model, and the technology anxiety construct. The study used a quantitative research design. Data were collected from 263 chatbot users; however, after data cleaning, 255 responses were retained. Data analysis was done using structural equation modelling. The results show significant relationships between confirmation and perceived usefulness, as well as confirmation and satisfaction. Additionally, efficiency and privacy constructs of the E-S-Qual model have significant effects on satisfaction. Post-use confirmation, efficiency, and privacy have the most significant impacts on chatbot usage satisfaction of customers on telecom service providers' websites and apps. Technology anxiety could not significantly mediate the relationship between the E-S-Qual model constructs and post-use confirmation.

Request Access

You do not own this content. Please login to recommend this title to your institution's librarian or purchase it from the IGI Global bookstore.