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International Journal for Research Trends and Innovation
International Peer Reviewed & Refereed Journals, Open Access Journal
ISSN Approved Journal No: 2456-3315 | Impact factor: 8.14 | ESTD Year: 2016
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Issue: April 2026
Volume 11 | Issue 4
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Impact Factor : 8.14
Issue per Year : 12
Volume Published : 11
Issue Published : 119
Article Submitted : 23417
Article Published : 9054
Total Authors : 24024
Total Reviewer : 831
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| Paper Title: | User Satisfaction and Service Continuance Intention towards the Chatbot Services of Commercial Banks in Chennai |
| Authors Name: | JAYAKUMAR P. , Dr. A. KAMARUNIZA |
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IJRTI_210512
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| Published Paper Id: | IJRTI2603094 |
| Published In: | Volume 11 Issue 3, March-2026 |
| DOI: | |
| Abstract: | The rapid advancement of digital technologies has transformed service delivery in the banking sector, with chatbot applications increasingly supporting customer interaction and automated assistance. This study investigates user satisfaction and service continuance intention toward chatbot services of commercial banks in Chennai. A quantitative research design was adopted, and data were collected from 150 chatbot users through a structured questionnaire measuring User Interface, Convenience, Usefulness, Reliability, overall satisfaction, and continuance intention. Descriptive statistics, multiple regression, and correlation analyses were employed for data interpretation. The findings reveal a moderate level of user satisfaction, with Convenience and User Interface emerging as the most influential dimensions, while Reliability recorded the lowest score. Regression results indicate that Usefulness is the strongest predictor of service continuance intention, followed by Convenience and User Interface. Correlation analysis confirms a strong positive relationship between user satisfaction and continuance intention. The study highlights the need to enhance chatbot functionality and reliability to strengthen sustained engagement. The results provide practical insights for commercial banks to improve customer-centric digital service strategies. |
| Keywords: | Chatbot Services, Commercial Banks, Satisfaction, Service Continuance Intention, User-Interface, Convenience, Usefulness, Reliability. |
| Cite Article: | "User Satisfaction and Service Continuance Intention towards the Chatbot Services of Commercial Banks in Chennai", International Journal for Research Trends and Innovation (www.ijrti.org), ISSN:2456-3315, Vol.11, Issue 3, page no.a754-a766, March-2026, Available :http://www.ijrti.org/papers/IJRTI2603094.pdf |
| Downloads: | 00091 |
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2456-3315 | IMPACT FACTOR: 8.14 Calculated By Google Scholar| ESTD YEAR: 2016 An International Scholarly Open Access Journal, Peer-Reviewed, Refereed Journal Impact Factor 8.14 Calculate by Google Scholar and Semantic Scholar | AI-Powered Research Tool, Multidisciplinary, Monthly, Multilanguage Journal Indexing in All Major Database & Metadata, Citation Generator |
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Published Paper ID: IJRTI2603094
Registration ID:210512
Published In: Volume 11 Issue 3, March-2026
DOI (Digital Object Identifier):
Page No: a754-a766 Country: PUZHAL, CHENNAI, Tamil Nadu, India Research Area: Commerce Publisher : IJ Publication Published Paper URL : https://www.ijrti.org/viewpaperforall?paper=IJRTI2603094 Published Paper PDF: https://www.ijrti.org/papers/IJRTI2603094 |
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ISSN: 2456-3315
Impact Factor: 8.14 and ISSN APPROVED,
Journal Starting Year (ESTD) : 2016
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