Can AI chatbots help retain customers? Impact of AI service quality on customer loyalty

Purpose This study investigates whether and how the service quality of artificial intelligence (AI) chatbots affects customer loyalty to an organization. Design/methodology/approach Based on the sequential chain model of service quality loyalty, this study first classifies AI chatbot service quality into nine attributes and then develops a research model to explore the internal mechanism of how AI chatbot service quality affects customer loyalty. The analysis of survey data from 459 respondents provided insights into the interrelationships among AI chatbot service quality attributes, perceived value, cognitive and affective trust, satisfaction and customer loyalty. Findings The results show that AI chatbot…