챗봇 사용자 만족에 영향을 미치는 요인연구

Artificial intelligence (AI) is getting more and more attention from business leaders today. As a major AI tool, chatbots are increasingly being used by companies to support customer service. Chatbots can provide convenience and additional services to internal employees and external customers, while increasing operational efficiency and reducing business costs. Through this, companies can easily solve various types of customer inquiries and problems while reducing the need for human interaction. Understanding chatbots is essential for user satisfaction and continuous use intention through customer service improvement. Therefore, this study attempted to analyze the influencing factors on chatbot user satisfaction based on related literature. Based on previous studies, five factors (information quality, service quality, perceived usefulness, perceived ease of use, and personal information security) were presented as user satisfaction factors of the chatbot. As a result of analyzing the structural equation model for 130 valid questionnaires through the survey, three factors (information quality, service quality, and personal information security) were found to have a very significant effect on the user satisfaction of the chatbot. In particular, among the three significant factors, service quality had a great influence on user satisfaction. In addition, user satisfaction had a significant effect on continuous use intention.