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  • About
  • The Global ETD Search service is a free service for researchers to find electronic theses and dissertations. This service is provided by the Networked Digital Library of Theses and Dissertations.
    Our metadata is collected from universities around the world. If you manage a university/consortium/country archive and want to be added, details can be found on the NDLTD website.
1

Chatbots and Customer Satisfaction in routine banking assistance: A comparative study between India and Sweden

Hari, Arya January 2023 (has links)
With the proliferation of digital services and technologies, industries, including thebanking sector, are looking for innovative ways to improve customer experience. The criticalaspect of improving customer experience is increased customer satisfaction, which helps toattract new customers and to retain existing ones. Chatbots have emerged as a promisingsolution, offering a convenient and personalized way for customers to interact with banks andother financial institutions. This thesis analyses the impact of chatbots on customer satisfactionthrough a comparative study of customer satisfaction between Sweden and India. By providinginsights into the similarities and differences in customer perceptions between the two countries,this thesis aims to contribute to the existing literature on the effectiveness of chatbots. This studytakes a socio-technical perspective to explore how customers perceive satisfaction when usingchatbots in their financial services. The findings shed light on the impact of chatbots on customersatisfaction in different markets and contribute to the understanding of the adoption of chatbots inroutine banking assistance, especially in a cross-cultural context. In designing effective strategiesfor using chatbot technology to improve customer experience in the digital age, the findings arevaluable for banking institutions and policymakers.

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