文章基本信息

标题：Factors influencing customer satisfaction: The case of Facebook Chabot Vietnam
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作者：Xuan Hung Nguyen ; Hai Ly Tran ; Hue Anh Phan 等
期刊名称：International Journal of Data and Network Science
印刷版ISSN：2561-8148
电子版ISSN：2561-8156
出版年度：2020
卷号：4
期号：2
页码：167-178
DOI：10.5267/j.ijdns.2020.2.001
出版社：Growing Science
摘要：This research is intended to systematize the theoretical background of chatbots and assess the factors affecting customer satisfaction when they use Facebook chatbot. The study provides an insightful analysis for planners and field workers who are involved in the promotion of Facebook chatbot for online stores in Vietnam. It suggests different recommendations and solutions for individuals and organizations providing chatbot services on Facebook platform, in order to improve service quality and operational efficiency. An analysis of 271 customers who used chatbot services pointed out and evaluated the positive and negative relationships around customer satisfaction.
关键词：Customer satisfaction; Facebook chatbots; Vietnam