Chatbots are virtual conversation agents that offer innovative features to connect with customers and thus offer a promising avenue to engage customers. Currently many private and nationalized banks are deploying chatbots for connecting and communicating with customers. This technology is expected to dominate the banking sector in the future by improving customer service. However, the success of banking chatbots will be effective when customers are satisfied with the chatbots and engage in using them. Manisha has been asked to submit a research report on the topic, “Understanding customer usage of banking chatbots in India”.

a. Elaborate on the different steps that she needs to consider in the design of the questionnaire for this study.

b. What are the two criteria of a good measurement tool that Manisha needs to keep in mind?

Answer rating: 100% (QA)

a In designing a questionnaire for the research study Man isha needs to consider the following steps ... View the full answer