CUSTOMER PERCEPTION AND SATISFACTION TOWARDS CHATBOT SERVICE IN PRIVATE SECTOR BANKS: A STUDY IN THANJAVUR DISTRICT 
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E mail  *
Name 
Mobile No
Age (in years) *
Gender *
Marital status *
Educational Qualifications *
occupation Status  *
Monthly income  *
which type of bank account do you currently have ? *
Are you digital bank user? *
Rank digital banking service you must often use *
Rank 1
Rank 2
Rank 3
Rank 4
Rank 5
Account
Fund Transfer
Bill payment
Profile editing
Instant loan services
How long have been customers of the specified private sector banks ? *
How frequently do you use banking services? *
Are you aware of the presence of chatbots in your bank’s digital service? *
Have you personally interacted with chatbots in the context of your banking transactions *
How would you rate the speed efficiency of your chatbot rseponse *
were your querries or issues adequately addressed by your chatbot *
How user-friendly do you find the chatbots interface in digital banking  *
Does the use of chatbot influence your overall trust in digital security banking  *
Rank the spcif banking service queries have been addressed through chatbots *
Rank 1
Rank 2
Rank 3
Rank 4
Rank 5
Loan service request
Debit card service
Credit card service
Cheque book request
Update KYC
Update Aadhar/ Pan card
Update address
Update mobile number/ email id
Customer profile update
Set PIN
Factor influencing customer perception and satisfaction towards chatbot service in private sector banks *
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
The digital banking chatbot offers dependable and precise information
The chat respond promptly to my inquiries and requests in a timely manner
Interacting with the chatbots intuitive and the overall user experience is user-friendly
I feel the confident that my personal and financial information is secure when using the chatbot
The chatbot understand my specific banking needs and provide personalized assistance
The chatbot enhance the accessibility and convenience of digital banking service
The chatbot seamlessly integrates with human customer support when needed
The chatbots conveys information in a lucid and comprehensible
I believe the chatbot adds value my overall digital banking experience
The chatbot integrated with other digital provided channels by the bank
The chatbot have proven to be very helpful even during time of high usage
The chatbot corporate user feedback for improvement
I experience a sense of control when interacting with the chatbot allowing me to direct conversation
The chatbot effectively handle transaction and banking
The chatbots demonstrates a level of emotional intelligence in understanding user sentiment
The chatbots seamlessly integrates with account management features in digital banking
The provides sufficient information and educations on how to use the chatbot
The chatbot adapts to changing users need over time
The chatbot aligns with the overall brand image and value of the private sector banks
The chatbot integrates effectively with social media platforms for user engagement
The chatbots assist me in navigations through different section of digital banking
overall perception and satisfaction towards service with special reference to select private sector banks  *
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