| Yhteenveto: | The rapid advancement of Artificial Intelligence (AI) has transformed custom-er service in the digital space, particularly through the integration of AI chat-bots within Fintech companies. This study investigates the impact of AI chat-bots on customer satisfaction, focusing on key factors such as perceived use-fulness, perceived ease of use, system quality, information quality, and service quality. Drawing on established theoretical frameworks - including the Tech-nology Acceptance Model (TAM), Unified Theory of Acceptance and Use of Technology 2 (UTAUT2), Expectation-Confirmation Theory (ECT), and SERV-QUAL - the research adopts a quantitative approach, surveying a sample of Fintech users with prior chatbot interaction experience.
The findings indicate that perceived usefulness, ease of use, responsiveness, empathy, reliability, and assurance significantly influence customer satisfac-tion, while tangible elements (such as visual aesthetics) play a limited role in digital environments. Moreover, demographic variables such as age and tech-nical familiarity moderate these relationships. The importance of personalized and adaptive chatbot interactions underscores the need for user-centered de-sign.
This study offers practical implications for Fintech firms, recommending en-hancements in emotional intelligence, contextual understanding, and service reliability to optimize chatbot performance and improve user experience. De-spite limitations such as sample size and geographic focus, the research con-tributes to the growing body of knowledge on AI adoption in financial ser-vices and lays a foundation for future research on the evolving human–technology interface.
|
|---|