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All Journal JUTI: Jurnal Ilmiah Teknologi Informasi
Md Mehedi Hasan EMON
American International University-Bangladesh
Computer Science & IT Dentistry Education Library & Information Science

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EXPLORING CONSUMER RESPONSE TO TEXT-BASED CHATBOTS IN F-COMMERCE: A QUALITATIVE STUDY ON BANGLADESHI SME’S Md Mehedi Hasan Emon; Tahsina Khan; Md. Adnan Rahman
JUTI: Jurnal Ilmiah Teknologi Informasi Vol. 22, No. 2, July 2024
Publisher : Department of Informatics, Institut Teknologi Sepuluh Nopember

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.12962/j24068535.v22i2.a1181

Abstract

This qualitative study examines the consumer response to text-based chat bots in F-commerce, specifically in the context of Bangladeshi SMEs. The study aims to explore the benefits and challenges of using chat bots in F-commerce and identify the factors that influence consumer response to chat bots. The study uses semi-structured interviews to collect data from 15 Bangladeshi consumers who have experience using chat bots in F-commerce. The findings suggest that chat bots can improve customer service, save time and effort, and provide convenience for consumers, but they also face challenges such as technical issues, language barriers, and privacy concerns. The study also identifies several factors that influence consumer response to chat bots, including perceived usefulness, perceived ease of use, trust, familiarity, and personalization. The study concludes by discussing the practical implications of the findings for SMEs in Bangladesh and suggesting directions for future research.
Co-Authors Md. Adnan Rahman Tahsina Khan