Analyzing the Impact of AI-Enabled Chatbot on Service Quality in the Real Estate Sector: An Empirical Study in NCR

With the advancement of technology, AI is gradually altering services by performing a variety of duties, notably in real estate, such as accurately responding to questions, resolving difficulties, and delivering better interface and experience to clients. The present study aimed to assess the impact of AI-Chatbot on the real estate service quality (RSERVQUAL) component. A well-structured questionnaire employing a Likert scale was developed with the help of research papers, and data was collected using cross sectional study from 234 AI-Chatbot users. The data was examined using PLS- SEM. To better assess consumer satisfaction and engagement, descriptive analysis was used. The data indicated that clients were engaged and satisfied with the AI-powered chatbot. The impact study found that AI had a substantial influence on responsiveness, empathy, and reliability (β=0.42, 0.35, 0.31, p=0.000). Thus, the alternative hypotheses H1, H4, and H5 were accepted. The findings emphasized the significance of responsiveness, empathy, and reliability in promoting customer engagement and satisfaction. As a result, firms must look ahead to refining these characteristics to obtain a competitive edge. Future studies may also investigate the long-term influence of AI on brand loyalty, as well as examine the impact of new technologies such as conversational AI and virtual assistants, to get wider perspectives.