Determinants of customer satisfaction with the use of Chatbot in Egypt "Applied Study"

    The study problem: this study aims to determining Quality of Information, Anthropomorphism, Robot Problem-Solving Ability, Chatbot Usage Trust, and Customization as factors affecting customer satisfaction with using Chatbot as an alternative to customer service. We used survey as methodology. Using the questionnaire, as a tool for collecting data on a purposive sampling, the sample is of (320) participants. Telephone interviews were conducted with (16) participants using Chatbot in their daily activities.
Subject to the findings hereof, we concluded that:

Chabot use ranged from once per week to more than five times per week. Customers used chatbots for a variety of reasons, the first of which was complaining. Other factors came next, starting with buying new goods or products, then looking for information and asking for assistance. Participants claimed that the benefits of using a Chatbot were limited to quick and straightforward responses, when compared to customer service, plus ease of use, and time and effort savings.
Participants noted that the insurance services industry was the one that used chatbots the most, followed in order by the travel, leisure, and financial services sectors, then by the health care sector.
In this study, there was a statistically significant correlation between customer satisfaction with Chatbot and (Quality of Information, Anthropomorphism, Robot Problem-Solving Ability, Chatbot Usage Trust, Customization), each.
In the field study, based on the age variable, there were statistically significant differences in participants' satisfaction with Chatbot, with differences favoring the younger groups, while, based on gender and socio-economic level variables, there were no statistically significant differences in participants' attitudes towards satisfaction with Chatbot.