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A Study on the Satisfaction and Dissatisfaction in AI Chatbot
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인공지능 챗봇 서비스의 만족과 불만족에 관한 연구

논문 기본 정보

Type
Academic journal
Author
Chang-Gyu, Yang (아주대학교)
Journal
Korean Society of Business Venturing Asia-Pacific Journal of Business Venturing and Entrepreneurship Vol.17 No.2(Wn.80) KCI Accredited Journals
Published
2022.4
Pages
167 - 177 (11page)

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A Study on the Satisfaction and Dissatisfaction in AI Chatbot
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Abstract· Keywords

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Unlike previous studies on AI chatbot preference that focused mostly on satisfaction, this study considered both satisfaction and dissatisfaction. This study established that (1) AI chatbot preference is driven by attractive, must-be, and one-dimensional qualities, (2) AI chatbot need to develop service strategies by taking into account users’ satisfaction and dissatisfaction in accordance with preference drivers, and (3) users view interaction as a requisite and thus, if they are not satisfied with services of a AI chatbot, they don’t tend to appeal their opinion and leave the service with AI chatbot. This study emphasizes that a AI chatbot that desires to be a dominant market player must provide differentiated services according to the preference drivers and must continuously encourage user participation in order to improve service quality.
#인공지능 #챗봇 #이요인 이론 #KANO 모델 #AI #chatbot #Two Factor Theory #KANO model

Contents

국문요약
Ⅰ. 서론
Ⅱ. 이론적 배경
Ⅲ. 연구 방법
Ⅳ. 실증분석
Ⅴ. 결론
Ⅵ. 한계점
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