The Effect of Customer Satisfaction on Use Continuance in Bank Chatbot Service

Chatbots are text-based conversational agents that use Natural Language Processing to converse with customers. Chatbot has revolutionized the service industry by providing a customer-centric environment and a cost-effective business pattern to service providers. This technology is still maturing and has already influenced a lot of businesses due to its effective human-like interaction in different sectors. The banking industry too has adopted this very well. However, the acceptance level of this service is relatively slow among banking customers when compared to other sectors. This study focuses on the role of customer satisfaction factors that influence the use continuance of Chatbot services in the banking sector. A quantitative research design, using a purposive sampling method with a sample size of 422 respondents was considered. The data was analysed using SPSS and JMP. The results gave some new perspectives that will help the service providers to identify the antecedents that influence the use continuance of Chatbot service.