Please use this identifier to cite or link to this item: https://hdl.handle.net/10419/326472 
Year of Publication: 
2024
Citation: 
[Journal:] Cogent Business & Management [ISSN:] 2331-1975 [Volume:] 11 [Issue:] 1 [Article No.:] 2387196 [Year:] 2024 [Pages:] 1-24
Publisher: 
Taylor & Francis, Abingdon
Abstract: 
This study examines the impact of chatbot usability on customer satisfaction in Jordanian commercial banks, focusing on the mediating role of customer empowerment. Using a quantitative approach, data was collected from bank customers in Jordan through surveys. Usability is evaluated through ease of use, responsiveness, reliability, and personalization. Customer empowerment is measured by perceived control, information accessibility, and decision-making autonomy. The findings offer insights for banks to enhance chatbot systems, improve customer satisfaction, and empower interactions. Results reveal that Reliability and Personalization significantly predict Customer Satisfaction directly and indirectly through Customer Empowerment. Ease of Use indirectly affects Satisfaction via Empowerment. Responsiveness may not significantly impact Satisfaction. These findings guide practitioners to enhance customer experiences, loyalty, and business success.
Subjects: 
Chatbots
usability
customer satisfaction
customer empowerment
Jordanian commercial banks
Persistent Identifier of the first edition: 
Creative Commons License: 
cc-by Logo
Document Type: 
Article

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