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[{"key": "dc.contributor.advisor", "value": "Kujala, Tuomo", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Virtanen, Rosa", "language": "", "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2020-04-30T05:41:55Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2020-04-30T05:41:55Z", "language": null, "element": "date", "qualifier": "available", "schema": "dc"}, {"key": "dc.date.issued", "value": "2020", "language": "", "element": "date", "qualifier": "issued", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/68781", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Teknologioiden lis\u00e4\u00e4ntyminen asiakasrajapinnassa on l\u00e4hes v\u00e4ltt\u00e4m\u00e4t\u00f6nt\u00e4 palvelutuotannon tehostamiseksi. Kehittyvien teko\u00e4lyteknologioiden joukosta erityisesti chattiboteista on haettu lis\u00e4tukea asiakaspalvelun rinnalle, mutta niiden k\u00e4ytt\u00f6\u00e4 ja siihen vaikuttavia tekij\u00f6it\u00e4 on tutkittu kirjallisuudessa viel\u00e4 niukasti. T\u00e4ss\u00e4 tutkimuksessa pyrittiin kartoittamaan chattibottien omaksumiseen vaikuttavia tekij\u00f6it\u00e4, sek\u00e4 niiden vahvuuksia ja heikkouksia asiointikanavana. Tutkimuksessa hy\u00f6dynnettiin eksploratiivista ja kartoittavaa n\u00e4k\u00f6kulmaa, mink\u00e4 lis\u00e4ksi teoreettisena viitekehyksen\u00e4 k\u00e4ytettiin teko\u00e4lyteknologioiden omaksumisen teoriaa. Kyseisess\u00e4 teoriassa selitt\u00e4vi\u00e4 muuttujia ovat roolien selkeys, kyvykkyys, motivaatio, yksil\u00f6lliset eroavaisuudet, innovaation ominaisuudet sek\u00e4 luottamuksen, yksityisyyden ja ep\u00e4ilytt\u00e4vyyden kokemukset. Tutkimus toteutettiin strukturoituna verkkokyselyn\u00e4, johon saatiin 426 vastausta. M\u00e4\u00e4r\u00e4llisen aineiston lis\u00e4ksi tutkimuksessa ker\u00e4ttiin laadullista aineistoa avoimilla kysymyksill\u00e4. Mitattujen muuttujien merkityst\u00e4 omaksumiseen tutkittiin multinomiaalisella ja bin\u00e4\u00e4risell\u00e4 logistisella regressioanalyysilla. Tutkimuksessa rakennettiin kaksi regressiomallia, joista toinen kuvasi chattibottien omaksumiseen vaikuttavia tekij\u00f6it\u00e4, sek\u00e4 toinen asiointikanavan valintaan vaikuttavia tekij\u00f6it\u00e4. Laadullista aineistoa analysoitiin teemoittelulla ja miellekartoilla. Empiirisen tutkimuksen tuloksena todettiin, ett\u00e4 hy\u00f6dynnetty teoreettinen viitekehys selitti osittain chattibottien omaksumista. Regressiomallin pohjalta omaksumiseen positiivisesti vaikuttavia tekij\u00f6it\u00e4 olivat ulkoinen motivaatio, sis\u00e4inen motivaatio, suhteellinen hy\u00f6ty, sopivuus ja helppok\u00e4ytt\u00f6isyys. Teoriassa havaittiin kuitenkin my\u00f6s puutteita. Laadullisen aineiston analysoinnin pohjalta negatiivisesti omaksumiseen vaikuttivat chattibottien yksil\u00f6llisyyden puute, ep\u00e4varmuus ja ep\u00e4luottamus, inhimillisyyden puute, teknologian kehittym\u00e4tt\u00f6myys sek\u00e4 chattibotin kyvykkyyden arvioinnin haastavuus asiakkaan n\u00e4k\u00f6kulmasta. Asiointikanavan valintaan vaikuttivat regressiomallin mukaan sis\u00e4inen motivaatio, sopivuus ja vuorovaikutuksen tarve. Laadullisen aineiston pohjalta todetut chattibottien vahvuudet ja heikkoudet asiointikanavana tukivat osittain aiempaa tutkimusta. Heikkouksista tehtiin kuitenkin my\u00f6s uusia havaintoja, jotka osoittavat teknologian arvon ja roolin viestimisen merkityksellisyyden asiakkaan n\u00e4k\u00f6kulmasta.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.abstract", "value": "The increase in technologies at the customer interface is almost necessary to increase the efficiency of service production. Alongside customer service additional support has been sought from different artificial intelligence technologies, especially chatbots, but their use and the factors affecting it have still been studied only briefly in the literature. The aim of this study was to map the factors influencing the adoption of chatbots, as well as their strengths and weaknesses as an interaction channel. The study utilized an exploratory perspective, in addition to which the theory of adoption of artificial intelligence technologies was used as a theoretical frame of reference. The explanatory variables in that are clarity of roles, ability, motivation, individual differences, innovation characteristics and experiences of trust, privacy and suspicion. The study was conducted as a structured online survey with totality of 426 responses. In addition to quantitative data, the study collected qualitative data through open-ended questions. The significance of the measured variables for adoption was examined through multinomial and binary logistic regression analysis. Two regression models were constructed in the study, one describing the factors influencing the adoption of chatbots and other for factors influencing the choice of preferred interaction channel. Qualitative material was analyzed with thematising and mind maps. As a result of the empirical study, it was concluded that the theoretical framework utilized partly explained the adoption of chatbots. Based on the regression model, factors positively influencing acceptance were external motivation, internal motivation, relative advantage, suitability and ease of use. However, shortcomings were also found in theory. Based on the analysis of qualitative data, the adoption was negatively affected by the lack of individuality, uncertainty and distrust of chatbots, lack of humanity, lack of technological development and the challenge of assessing the ability of chatbots from the customer's point of view. According to the regression model, the choice of transaction channel was influenced by internal motivation, suitability and the need for interaction. The strengths and weaknesses of chatbots identified on the basis of qualitative data partially supported the previous research. However, new observations were also made about the weaknesses, which show the value of technology and the importance of communicating its role from the customer's point of view.", "language": "en", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by Paivi Vuorio (paelvuor@jyu.fi) on 2020-04-30T05:41:55Z\nNo. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2020-04-30T05:41:55Z (GMT). No. of bitstreams: 0\n Previous issue date: 2020", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "92", "language": "", "element": "format", "qualifier": "extent", "schema": "dc"}, {"key": "dc.format.mimetype", "value": "application/pdf", "language": null, "element": "format", "qualifier": "mimetype", "schema": "dc"}, {"key": "dc.language.iso", "value": "fin", "language": null, "element": "language", "qualifier": "iso", "schema": "dc"}, {"key": "dc.rights", "value": "In Copyright", "language": "en", "element": "rights", "qualifier": null, "schema": "dc"}, {"key": "dc.subject.other", "value": "chattibotti", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "chatbots", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "teknologian omaksuminen", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "Chattibottien omaksumiseen vaikuttavat tekij\u00e4t asiakasrajapinnassa", "language": "", "element": "title", "qualifier": null, "schema": "dc"}, {"key": "dc.type", "value": "master thesis", "language": null, "element": "type", "qualifier": null, "schema": "dc"}, {"key": "dc.identifier.urn", "value": "URN:NBN:fi:jyu-202004302988", "language": "", "element": "identifier", "qualifier": "urn", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Pro gradu -tutkielma", "language": "fi", "element": "type", "qualifier": "ontasot", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Master\u2019s thesis", "language": "en", "element": "type", "qualifier": "ontasot", "schema": "dc"}, {"key": "dc.contributor.faculty", "value": "Informaatioteknologian tiedekunta", "language": "fi", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.faculty", "value": "Faculty of Information Technology", "language": "en", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.department", "value": "Informaatioteknologia", "language": "fi", "element": "contributor", "qualifier": "department", "schema": "dc"}, {"key": "dc.contributor.department", "value": "Information Technology", "language": "en", "element": "contributor", "qualifier": "department", "schema": "dc"}, {"key": "dc.contributor.organization", "value": "Jyv\u00e4skyl\u00e4n yliopisto", "language": "fi", "element": "contributor", "qualifier": "organization", "schema": "dc"}, {"key": "dc.contributor.organization", "value": "University of Jyv\u00e4skyl\u00e4", "language": "en", "element": "contributor", "qualifier": "organization", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Kognitiotiede", "language": "fi", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Cognitive Science", "language": "en", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "yvv.contractresearch.funding", "value": "0", "language": "", "element": "contractresearch", "qualifier": "funding", "schema": "yvv"}, {"key": "yvv.contractresearch.initiative", "value": "student", "language": "", "element": "contractresearch", "qualifier": "initiative", "schema": "yvv"}, {"key": "dc.type.coar", "value": "http://purl.org/coar/resource_type/c_bdcc", "language": null, "element": "type", "qualifier": "coar", "schema": "dc"}, {"key": "dc.rights.accesslevel", "value": "openAccess", "language": null, "element": "rights", "qualifier": "accesslevel", "schema": "dc"}, {"key": "dc.type.publication", "value": "masterThesis", "language": null, "element": "type", "qualifier": "publication", "schema": "dc"}, {"key": "dc.subject.oppiainekoodi", "value": "601", "language": "", "element": "subject", "qualifier": "oppiainekoodi", "schema": "dc"}, {"key": "dc.subject.yso", "value": "digitalisaatio", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "asiakaspalvelu", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "teko\u00e4ly", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "omaksuminen", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.format.content", "value": "fulltext", "language": null, "element": "format", "qualifier": "content", "schema": "dc"}, {"key": "dc.rights.url", "value": "https://rightsstatements.org/page/InC/1.0/", "language": null, "element": "rights", "qualifier": "url", "schema": "dc"}, {"key": "dc.type.okm", "value": "G2", "language": null, "element": "type", "qualifier": "okm", "schema": "dc"}]
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