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Keywords: Expectations confirmation theory
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Journal Articles
Determinants of customer satisfaction in chatbot use: evidence from a banking application in Turkey
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International Journal of Bank Marketing (2021) 39 (2): 294–311.
Published: 12 January 2021
... implications This study is believed to help the community make their lives easier by providing them with knowledge and awareness about chatbots. Originality/value This study extends expectations confirmation theory's predictions to chatbot use in banking. Performance is a combination of attributes...
