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Artificially intelligent chatbots are rapidly gaining popularity in customer service, and they can offer businesses benefits such as increased stock prices and low-cost, efficient service. However, customer trust and satisfaction with these chatbots are often low. Most current research focuses on which business benefits artificially intelligent systems can yield, and less focus lies on how to create satisfactory experiences for the customers. This study examines which chatbot characteristics that build customer trust and satisfaction, and identifies the types of inquiries where customers prefer artificially intelligent chatbots over human customer service agents. An online questionnaire was conducted with 47 participants, primarily 18-24-year-old females from Sweden, with a university degree and high comfort with modern technology. The data analysis, using the Wilcoxon signed-rank test and an investigation of the mean and median scores, revealed no characteristic was significantly more important for trust than for enhancing experience. However, anthropomorphism was indicated to have some importance for trust, though not statistically significant. Machine reading comprehension, perceived accuracy, and privacy concerns were found to be important for a positive customer experience. Participants preferred artificially intelligent chatbots over human customer service agents only for basic information inquiries. The findings support existing theories such as the service quality model and can provide guidance for businesses wanting to implement artificially intelligent chatbots in customer service.

I denna uppsats så undersöks digitala beställningsplattformar som har blivit en integrerad del irestaurangbranschen genom att dessa parter tillsammans integrerar sina resurser för att någemensamma mål. Denna integration har påverkat tjänstemarknadsföringen och äventjänstekvaliteten. Syftet med arbetet är att få en tydligare bild om hur kundupplevelsen har påverkatsav att digitala mellanhänder har fått större kontroll över tjänstemarknadsföringen. Undersökningenutgjordes av sekundärdata i form av tidigare undersökningar samt semi-strukturerade intervjuer medkunder som tidigare beställt genom digitala beställningsplattformar för mat. Intervjuerna gavinformation om subjektiva känslor, förväntningar och upplevelser som vi sedan jämfört med tidigareundersöknignar och vårt teoretiska ramverk. Undersökningen kom fram till att digitalabeställningsplattformar påverkar kundupplevelsen positivt genom sin tjänstemarknadsföring men attdet fortfarande finns stora brister i de digitala beställningsplattformarnas tjänstekvalitet vilket skaparstor variation i kundernas individuella upplevelser.

Background: Contemporary research has been studying what motivates employees in different working fields. In this study, Herzberg’s research is examined in order to take a closer look at the motivation of customer service employees. Purpose: The purpose of this study is to examine how the employees of customer service are motivated to work by mainly relating this study’s results to Herzberg’s research. Method: The study method is a case study with qualitative research including semi-structured interviews and snowball sampling approach. Theoretical framework: The fundamental theoretical framework in this study consists of Herzberg’s two-factor motivation theory. Empirical material: The empirical material in this study consists of ten customer service employees. All the empirical data has been collected through face-to-face contact. Conclusion: The overall picture of the empirical material is that the customer service employees are motivated by these Herzberg factors: “Salary”, “Interpersonal relations”, “Policy and administration”, “Achievement”, “Recognition”, “The work itself”, “Responsibility”, “Advancement” and finally “Possibility of growth”.

The purpose of the study is to analyze whether perceived customer service directly related to customer satisfaction regarding the National Alcohol & Liquor Factory (NALF) customers in Addis Ababa. The findings of the study indicated that five service quality dimensions were positively related to overall service quality and are indeed drivers of service quality which in turn has an impact on customer satisfaction. The study findings also indicated that all the standardized coefficients relating the service quality dimensions to overall service quality and to customer satisfaction have the expected positive sign and are statistically significant.

Submitted in partial fulfilment of the requirements for the Degree of Masters in Business Administration (MBA), Business Studies Unit, Durban University of Technology in the Faculty of Commerce, 2008 / The conditions for doing business are changing rapidly. In the last decade, the resin market has witnessed a substantial growth and rapid changes globally as well as domestically. Customer satisfaction is a critical issue in the success of any business system, hence, one of the key challenges of this market is how to satisfy and retain their customers. This issue is strongly related to how service quality is managed and which holds a significant importance to customers’ satisfaction and their perceived performance of companies. In order for companies to survive and grow, they must find new ways of thinking, which has led to doing marketing researches, especially those related to customer satisfaction. In this study, the SERVQUAL model was employed to establish the customers’ perceptions versus their expectations of service quality at Cray Valley Resins. Both primary and secondary data were used to inform this particular research. The research was quantitative in nature and conducted in the form of a self-administered survey. The type of study used was the cross-sectional analytical survey method. The summary of the findings reveals that the dimensions with the highest expectation were tangibles followed by responsiveness. Coincidently these two dimensions also had the largest gap scores. The overall mean gap score (-0.326) is relatively small. Thus, it can be concluded that although the customers hold a good opinion of the quality of the services provided, expectations of the services were higher.

The rapid growth of e-commerce contributes to not only an increase in the number of online shoppers but also new changes in customer behaviour. Surveys have revealed that online shopper's brand loyalty and store loyalty are declining. Also the transparency of feedback affects customers' purchase intention. In the context of these changes, online sellers are faced with challenges in regard to their customer relationship managements (CRM). They are interested in identifying high-value customers from a mass of online shoppers, and knowing the factors that might have impacts on those high-value customers. This thesis aims to address these questions. Our research is conducted based on an eBay dataset that includes transaction and associated feedback information during the second quarter of 2013. Focusing on the sellers and buyers in that dataset, we propose an approach for measuring the value for each seller-buyer pair so as to help sellers capture high-value customers. For a seller, the value of each of its customers has been obtained, and we create a customer value distribution for the seller so that the seller knows the majority of its customers' consumption abilities. Next, we categorize sellers based on their customer value distributions into four different groups, representing the majority of customers as being of high, medium, low, and balanced values, respectively. After this classification, we compare the performance of each group in terms of the sales, percentage of successful transactions, and the seller level labelled by the eBay system. Furthermore, we perform logistic regression and clustering to the sellers' feedback data in order to investigate whether a seller's reputation has an impact on the seller's customer value distribution. From the experiment results, we conclude that the effect of negative ratings is more significant than that of positive ratings on a seller's customer value distribution. Also higher ratings about "Item as Described" and "Shipping and Handling Charges" are more likely to help the seller attract more high-value buyers. / Graduate

published_or_final_version / Business Administration / Master / Master of Business Administration

This dissertation investigates how customer service providers identify psychologically with their customers, as well as how this identification is influenced by an organization's treatment of customers, and how customer identification ultimately affects service performance. Based on predictions made from relational models of fairness and social identity theory, I hypothesize that an employee's perceptions of organizational fairness antecede identity cognitions related to the organization and its customers, and that these identity variables then influence service behaviors. These predictions are tested in two lab studies utilizing a simulated electronic help desk experiment. Results show that an organization's customer-directed fairness affects an employee's customer identification, while employee-directed fairness affects organizational identification. Results also show that customer identification and organizational identification interact to affect the level of politeness demonstrated by service providers, and that customer-directed fairness influences pro-customer rule breaking independently of identity variables. Theoretical and practical implications are discussed.

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