중국 전자상거래 플랫폼에서 챗봇의 특성이 고객만족도에 미치는 영향에 관한 연구

• 영문명: A Study on the Effect of Chatbot Characteristics on Customer Satisfaction in China’s e-commerce Platform
• 발행기관: 한국IT서비스학회
• 저자명: 오성진(Chengzhen Wu) 임규건(Gyoo Gun Lim)
• 간행물 정보: 『한국IT서비스학회지』제22권 제6호, 37~53쪽, 전체 17쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2023.12.31

영문 초록

With the development of the 4th industrial revolution, companies are trying to introduce new AI technologies and improve their performance. In particular, chatbot technology has developed and can not only communicate smoothly with humans, but also perform many complex tasks, so it has high market potential. However, there is still little research on chatbots in the field of e-commerce. Accordingly, this study aims to suggest ways to improve corporate performance through chatbot user satisfaction analysis. With the rapid development of China's e-commerce platform, In this study, through previous studies, the characteristics of chatbots were classified into accessibility, accuracy, empathy, reliability, and intimacy as factors influencing perceived usefulness, perceived ease, and perceived enjoyment of the Technology Acceptance Model (TAM). Five were selected and used as independent variables, and a model that affects customer satisfaction was set up. This paper sets user satisfaction as an important indicator of chatbot service and analyzes the path that affects user satisfaction, thereby improving chatbot service technology. It is important in that it provides a way to improve the smart chatbot service by understanding the degree of user acceptance in depth.

목차

1. 서론

2. 이론적 배경

3. 구조모형 및 가설설정

4. 연구 방법

5. 연구 결과

6. 결론

참고문헌

키워드

Chatbot Characteristics Perceived Usefulness Perceived Playfulness Perceived Ease Customer Satisfaction Acceptance Model (TAM)