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arreza, mariae khrisna baring
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Social Sciences

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The quality of service and user satisfaction of airline chatbots Arreza, Mariae Khrisna Baring
Journal of Business on Hospitality and Tourism Vol 8, No 1 (2022): JOURNAL OF BUSINESS ON HOSPITALITY AND TOURISM
Publisher : Institut Pariwisata dan Bisnis Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (448.676 KB) | DOI: 10.22334/jbhost.v8i1.346

Abstract

Chatbots have shown to be a viable alternative to customer service agents in addressing customer questions and concerns. The airline sector has developed chatbots to meet the needs of their customers. In this paper, the study presents findings from a questionnaire involving 417 chatbot users. The assessment revealed that the quality of the airline chatbot service was deemed good, and users were satisfied with the airline chatbot service. This study also tested the relationship between the variables of the study. The outcomes revealed a significant relationship between users' profiles and the quality of the service provided by the chatbot. A significant relationship manifested between the users' profile and their satisfaction with the airline chatbot service. The results also discover a highly significant relationship between the quality of airline chatbot service and the users' satisfaction. Drawing on the findings, Developers should enhance chatbots to provide better service and boost customer satisfaction.
Community Evaluation on The Effects of Tourism in Doot Poktoy, Lanuza arreza, mariae khrisna baring; Esguerra, James Garcia
Journal of Business on Hospitality and Tourism Vol. 7 No. 1 (2021): JOURNAL OF BUSINESS ON HOSPITALITY AND TOURISM
Publisher : Institut Pariwisata dan Bisnis Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22334/jbhost.v7i1.258

Abstract

Doot Poktoy is an emerging surfing destination in Mindanao. In developing tourism, Policymakers could aim for long-term tourism growth. Sustainable tourism is intensely dependent on the host community's support, view, and contribution to tourism programs; this safeguards the community and diminishes any adverse effects that can harm the environment and culture. However, literature is scarce about comparing the positive and negative effects of tourism.  Thus, this paper focuses on the following objectives: Determine the positive and negative effects of tourism and; Test the significant difference between the positive and negative responses. The study gathered 93 responses from Doot Poktoy residents'. It utilized the descriptive approach, with questionnaires indicating the agreement level in the values of tourism development: economic, socio-cultural, and environmental. The results revealed that the respondents had experienced both negative and positive effects of tourism and that they have a more negative view of tourism than a positive one.
The quality of service and user satisfaction of airline chatbots Arreza, Mariae Khrisna Baring
Journal of Business on Hospitality and Tourism Vol. 8 No. 1 (2022): June 2022
Publisher : Institut Pariwisata dan Bisnis Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22334/jbhost.v8i1.346

Abstract

Chatbots have shown to be a viable alternative to customer service agents in addressing customer questions and concerns. The airline sector has developed chatbots to meet the needs of their customers. In this paper, the study presents findings from a questionnaire involving 417 chatbot users. The assessment revealed that the quality of the airline chatbot service was deemed good, and users were satisfied with the airline chatbot service. This study also tested the relationship between the variables of the study. The outcomes revealed a significant relationship between users' profiles and the quality of the service provided by the chatbot. A significant relationship manifested between the users' profile and their satisfaction with the airline chatbot service. The results also discover a highly significant relationship between the quality of airline chatbot service and the users' satisfaction. Drawing on the findings, Developers should enhance chatbots to provide better service and boost customer satisfaction.
Co-Authors Esguerra, James Garcia