Customer Satisfaction with Chatbot Tools in Electronics Retail in Vietnam

Abstract

Currently, Chatbot tool is being used a lot in e-retail businesses due to its convenience, speed and usefulness, so the study of factors affecting customer satisfaction with Chatbot tool is very important. in e-retailing becomes increasingly necessary for these businesses. The research has delved into analyzing and clarifying factors affecting customer satisfaction with Chatbot tools in Vietnam, including usefulness, reliability, demand, friendliness, motivation. With the results obtained from the research, the authors have proposed recommendations for e-retail businesses in Vietnam in developing and implementing plans to apply Chatbot tools to increase customer care efficiency customers and especially bring service satisfaction to customers.