#5299. Determinants of customer satisfaction in chatbot use: evidence from a banking application in Turkey

August 2026publication date
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Journal’s subject area:
Marketing;
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Abstract:
Purpose: This study aims to investigates customer satisfaction from the use of bank chatbots and the effect of perceived trust in chatbots and banks reputation on customer satisfaction. Design/methodology/approach: A survey is conducted in Turkey involving 240 customers who experienced banking transactions using a chatbot. Partial least squares structural equation modeling (PLS-SEM) is used to investigate the relationships between the variables. The data were analyzed using SPSS 21 and SmartPLS programs.
Keywords:
Chatbot technology; Corporate reputation; Customer satisfaction; Expectations confirmation theory; Perceived trust

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