ManuScript Details
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Paper Id:
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IJGRD1031
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Title:
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ROLE OF CHATBOTS IN ENHANCING CUSTOMER SUPPORT EXPERIENCE
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| Published in: |
International Journal of Global Research and Development |
| Publisher: |
IJGRD |
| ISSN: |
3139-7093 |
| Volume / Issue: |
Volume 1 Issue 5 |
| Pages: |
9
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| Published On: |
8/15/2026 9:51:46 PM (MM/dd/yyyy) |
Main Author Details
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Name:
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Dr.Ranjith Somasundaran Chakkambath |
| Institute: |
AMITY KOCHI |
Co - Author Details
| Author Name |
Author Institute |
| Gokul G.S. |
AMITY KOCHI |
Abstract
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Research Area:
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Business and Marketing |
| KeyWord: |
Chatbots, customer satisfaction, personalization, artificial intelligence, customer support, digital services, gender differences |
| Abstract: |
The proliferation of artificial intelligence-powered chatbots has transformed customer service delivery across industries, yet limited empirical evidence exists regarding the specific attributes that drive customer satisfaction in regional contexts. This study examines the role of chatbots in enhancing customer support experiences within Ernakulam district, Kerala, India's technology and economic hub, characterized by high digital literacy rates. A descriptive research design was employed, collecting primary data through structured online questionnaires from one hundred respondents who had interacted with chatbot-supported customer service systems. The study investigated relationships among general perception, chatbot effectiveness, personalization, and overall customer satisfaction, while also exploring gender-based differences in satisfaction outcomes. Statistical analyses, including Pearson correlation, multiple regression, and chi-square tests, revealed significant findings. Chatbot personalization emerged as the strongest predictor of customer satisfaction, followed by chatbot effectiveness, collectively explaining over half of satisfaction variance. A significant association was observed between gender and satisfaction levels, with female respondents reporting substantially higher satisfaction rates compared to males. These findings indicate that customers prioritize personalized, contextually relevant interactions over general perceptions of chatbot technology. The study offers actionable insights for organizations seeking to optimize chatbot interfaces, emphasizing strategic investments in personalization capabilities, adaptive response generation, and user-specific service customization to deliver superior customer experiences in digitally mature markets. |
Citations
Copy and paste a formatted citation or use one of the links to import into a bibliography manager and reference.
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IEEE
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Dr.Ranjith Somasundaran Chakkambath, Gokul G.S., "ROLE OF CHATBOTS IN ENHANCING CUSTOMER SUPPORT EXPERIENCE", International Journal of Global Research and Development,
vol. 1, no. 5, pp. 44-52, 2026.
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MLA
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Dr.Ranjith Somasundaran Chakkambath, Gokul G.S. "ROLE OF CHATBOTS IN ENHANCING CUSTOMER SUPPORT EXPERIENCE." International Journal of Global Research and Development,
vol 1, no. 5, 2026, pp. 44-52.
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APA
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Dr.Ranjith Somasundaran Chakkambath, Gokul G.S. (2026). ROLE OF CHATBOTS IN ENHANCING CUSTOMER SUPPORT EXPERIENCE. International Journal of Global Research and Development,
1(5), 44-52.
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ROLE OF CHATBOTS IN ENHANCING CUSTOMER SUPPORT EXPERIENCE
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Last downloaded on 20/08/2026
