Purpose

This study aims to investigates customer satisfaction from the use of bank chatbots and the effect of perceived trust in chatbots and banks' reputation on customer satisfaction.

Design/methodology/approach

A survey is conducted in Turkey involving 240 customers who experienced banking transactions using a chatbot. Partial least squares structural equation modeling (PLS-SEM) is used to investigate the relationships between the variables. The data were analyzed using SPSS 21 and SmartPLS programs.

Findings

Perceived performance, perceived trust and corporate reputation significantly affect customer satisfaction with chatbot use. Customer expectations and confirmation of customer expectations have no direct impact on customer satisfaction, but customer expectations positively affect perceived performance. Customer expectations exert an indirect influence on customer satisfaction through perceived performance. Perceived performance has a positive impact on the confirmation of customer expectations, but customer expectations do not significantly impact the confirmation of customer expectations.

Research limitations/implications

This study relies on a limited number of participants. Moreover, its sample is not representative of the target population due to the convenience sampling technique. Even if the results may not be generalized to the entire population of Turkey, they reflect the reality of emerging markets with relatively high technology sensitivity and a young population.

Practical implications

The results provide new insights regarding banking service delivery channels, which may be of interest to professionals, academics, banks' top management, product development teams, design teams and customer satisfaction units.

Social implications

This study is believed to help the community make their lives easier by providing them with knowledge and awareness about chatbots.

Originality/value

This study extends expectations confirmation theory's predictions to chatbot use in banking.

中文翻译：

---

聊天机器人使用中客户满意度的决定因素：来自土耳其银行业务应用的证据

目的

本研究旨在调查使用银行聊天机器人的客户满意度，以及对聊天机器人的信任感和银行声誉对客户满意度的影响。

设计/方法/方法

在土耳其进行的一项调查涉及240位使用聊天机器人进行银行交易的客户。偏最小二乘结构方程模型（PLS-SEM）用于研究变量之间的关系。使用SPSS 21和SmartPLS程序分析数据。

发现

感知的性能，感知的信任和企业声誉会显着影响客户对使用聊天机器人的满意度。客户期望和对客户期望的确认对客户满意度没有直接影响，但是客户期望对感知的绩效产生积极影响。客户期望通过感知的绩效对客户满意度产生间接影响。感知的绩效对确认客户期望具有积极影响，但是客户期望不会显着影响对客户期望的确认。

研究局限/意义

这项研究依赖于数量有限的参与者。此外，由于方便抽样技术，其样本不能代表目标人群。即使结果可能无法推广到整个土耳其人口，也反映出新兴市场的现实，这些新兴市场的技术敏感性相对较高且人口年轻。

实际影响

结果提供了有关银行服务交付渠道的新见解，专业人员，学者，银行高层管理人员，产品开发团队，设计团队和客户满意度部门可能会感兴趣。

社会影响

据信，这项研究通过向他们提供有关聊天机器人的知识和意识，可以帮助社区使他们的生活更轻松。

创意/价值

这项研究将期望确认理论的预测扩展到了聊天机器人在银行业中的使用。