Proceedings of the 3rd International Conference on Management and Business (ICOMB 2024)

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Enhancing Customer Satisfaction with Chatbots: An Analysis of Interaction and Problem-Solving Capabilities

Authors
Nurkholish Majid1, *, Nanik Hariyana1, Nanda Nova Nur Diana1
1Universitas Pembangunan Nasional Veteran Jawa Timur, Surabaya, Indonesia
*Corresponding author. Email: nurkholish.majid.ma@upnjatim.ac.id
Corresponding Author
Nurkholish Majid
Available Online 30 April 2025.
DOI
10.2991/978-94-6463-698-7_11How to use a DOI?
Keywords
Chatbot; Interaction; Problem Solving and User Satisfaction
Abstract

This research focuses on using Chatbots and their impact on User Satisfaction, emphasizing their interaction and problem-solving abilities. Conducted with a sample of 100 Chatbot users, the study employed Partial Least Squares (PLS) analysis. The primary goal was to assess the effectiveness of Chatbots in addressing user needs and providing satisfactory solutions.

The findings underscore Chatbots’ significant role in enhancing user satisfaction, particularly through informative and responsive interactions. Users appreciate chatbots’ promptness and accessibility in resolving issues. However, there is a perceived limitation in Chatbots’ capacity to handle more complex problems, indicating the need for further development, particularly in AI technology.

The urgency of this research lies in the growing reliance on digital platforms for communication and marketing. As businesses increasingly adopt Chatbots as a means of customer interaction, understanding their effectiveness becomes paramount. By addressing the shortcomings identified in this study, companies can refine their Chatbot systems to meet user expectations better and enhance overall customer satisfaction.

Copyright
© 2025 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 3rd International Conference on Management and Business (ICOMB 2024)
Series
Advances in Economics, Business and Management Research
Publication Date
30 April 2025
ISBN
978-94-6463-698-7
ISSN
2352-5428
DOI
10.2991/978-94-6463-698-7_11How to use a DOI?
Copyright
© 2025 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Nurkholish Majid
AU  - Nanik Hariyana
AU  - Nanda Nova Nur Diana
PY  - 2025
DA  - 2025/04/30
TI  - Enhancing Customer Satisfaction with Chatbots: An Analysis of Interaction and Problem-Solving Capabilities
BT  - Proceedings of the 3rd International Conference on Management and Business (ICOMB 2024)
PB  - Atlantis Press
SP  - 109
EP  - 112
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-698-7_11
DO  - 10.2991/978-94-6463-698-7_11
ID  - Majid2025
ER  -