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All Journal Emerging Science Journal
Kondybayeva, Saltanat
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Environmental Science

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A New Concept of Transforming Service: Impact of Generative Voice Chatbots on Customer Satisfaction and Banking Industry Productivity Kondybayeva, Saltanat; Daribayeva, Meruyert; Fiume, Raffaele; Abilda, Symbat; Staroverova, Olga; Ponkratov, Vadim; Vatutina, Larisa; Shapoval, Galina; Mikhina, Elena; Nikolaeva, Irina
Emerging Science Journal Vol 8, No 6 (2024): December
Publisher : Ital Publication

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.28991/ESJ-2024-08-06-09

Abstract

This study examines the impact of implementing generative AI voice chatbots on customer expectations and satisfaction in the banking sectors of Kazakhstan, Russia, and Italy. To achieve this objective, this study conducted a survey of 253 customers from 35 commercial banks in Kazakhstan, Russia, and Italy from November 2023 to early April 2024. This study employed partial least squares structural equation modelling (PLS-SEM) to assess and validate the validity and reliability of the research model. The study integrates the Expectation Confirmation Model with AI components to analyze factors influencing customer satisfaction with AI-enabled digital banking services. Key findings indicate that expectation confirmation, perceived performance, visual attractiveness, problem-solving capabilities, and communication quality significantly affect customer satisfaction with AI chatbots. However, trendiness and customization features showed minimal impact. The research also explores how customer satisfaction and corporate reputation influence chatbot adoption. Additionally, the study investigates the relationship between chatbot adoption and productivity performance in banking operations. The study provides several policy recommendations, including enhancing perceived performance, expectation confirmation, communication quality, visual attractiveness, and corporate reputation, which can improve customer satisfaction and increase confidence in generative AI voice chatbots in the digital banking industry. Doi: 10.28991/ESJ-2024-08-06-09 Full Text: PDF
Perception of Distance Learning: Results of Surveys of Students and Faculty Temerbulatova, Zhansaya; Kondybayeva, Saltanat; Boluspayev, Shalkar; Kaliyeva, Assem; Salibekova, Perizat
Emerging Science Journal Vol. 9 (2025): Special Issue "Emerging Trends, Challenges, and Innovative Practices in Education"
Publisher : Ital Publication

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.28991/ESJ-2025-SIED1-024

Abstract

The study aims to evaluate the impact of distance learning on the quality of higher education from the perspectives of students and faculty, focusing on satisfaction, academic performance, and perceptions of digital education. To achieve this, quantitative data were collected through two online surveys of students and faculty from 25 universities across Kazakhstan. Statistical methods, including the Mann–Whitney U Test, ANOVA, Correlation Analysis, Chi-Square Test, and Descriptive Statistics, were applied to test nine hypotheses. The results revealed that graduate students generally perceive distance learning more positively than undergraduates, while both groups identified technical difficulties and reduced personal interaction as the main barriers. A moderate positive correlation was found between student satisfaction and academic performance, indicating that interactive and well-structured online environments enhance learning outcomes. Faculty members reported increased stress and workload, highlighting the need for better institutional support and digital infrastructure. The novelty of this study lies in its comprehensive comparative assessment of both students’ and teachers’ experiences in the context of Kazakhstan’s higher education system, offering valuable practical recommendations for improving hybrid and online learning models and ensuring their long-term effectiveness in post-pandemic conditions.
Co-Authors Abilda, Symbat Boluspayev, Shalkar Daribayeva, Meruyert Fiume, Raffaele Kaliyeva, Assem Mikhina, Elena Nikolaeva, Irina Ponkratov, Vadim Salibekova, Perizat Shapoval, Galina Staroverova, Olga Temerbulatova, Zhansaya Vatutina, Larisa