AI Chatbots Revolutionizing Service Sector: A Study on User Acceptance and Quality Perception

Abstract: This paper explores the impact of AI-based chatbots on user acceptance and perceived service quality in the service industry. Analysing a survey of 200 respondents, the study reveals that chatbots can enhance service quality by delivering quick and efficient responses. However, user acceptance is influenced by factors such as chatbot design, functionality, ease of use, perceived intelligence, personalization, and responsiveness. Findings suggest that well-designed chatbots, which are easy to use and tailored to user needs, can significantly improve customer experiences, leading to higher satisfaction and loyalty. The paper underscores the importance of designing chatbots with the user in mind to maximize their potential in the service industry. Keywords: Service Quality, User Perception, Chatbot, AI, User Acceptance JEL Classification Number: M31, L86, O33, D83