Customer Expectations of AI Chatbot Attributes and Their Influence on Expected Satisfaction in B2C Banking: An Empirical Study : An empirical study on the expectations of relevant constructs in customer operations of AI-powered banking chatbots regarding customer satisfaction

Sammanfattning

This thesis examines how customer expectations regarding the four AI chatbot attributes, Perceived Usefulness, Perceived Ease of Use, Communication Quality, and Problem-Solving of AI banking chatbots influence Expected Customer Satisfaction in B2C banking. The purpose of this study is to derive practical recommendations for the development and implementation of AI banking chatbots based on the quantitative findings. A quantitative cross-sectional research design was employed, and data were collected via an online questionnaire to measure the relationship between each of the AI chatbot attributes and expected customer satisfaction. Multiple linear regression revealed that approximately 65.2% of the variance in Expected Customer Satisfaction can be explained by participants’ expectations regarding the four evaluated AI chatbot attributes. Among them, Expected Perceived Usefulness had the strongest influence, emphasizing the importance of features that support routine banking tasks. Expected Communication Quality was ranked second, likely due to positive prior experiences with AI chatbots in non-banking contexts. Expected Problem-Solving followed, suggesting that users may not fully trust chatbots with complex banking issues. The relationship between Expected Perceived Ease of Use and Expected Customer Satisfaction was not statistically significant and therefore not interpretable.