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Usability study on Chatbots in Swedish Business to Consumer market
Linnaeus University, Faculty of Technology, Department of Informatics.
2020 (English)Independent thesis Advanced level (degree of Master (One Year)), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

Chatbots are software applications that are built to interact with users in text. Even if the first chatbot was developed more than 50 years ago the interest for chatbots is today constantly growing as customer service and support demand is increasing. Chatbots can support companies within business to consumer market to lower cost, increase customer service and provide personalized experiences. It is a growing trend in business to consumer market to either offer the possibility or force users to use chatbots to get answers to questions. Today there is no research conducted on usability of chatbots in the Swedish business to consumer market. This thesis work aims to fill this gap with research covering the current usability of chatbots in the Swedish business to consumer market and if gender, education level or age impact the usability rating off chatbots. The research is conducted via a survey that uses the USE-questionnaire and free text questions. The analysis is done with chi-square conducted on the quantitative data and thematic analysis on the qualitative data. The conclusion from this research is that users, in general, have a more positive than negative view towards usability of chatbots in the Swedish business to consumer market. There is also evidence in this study that age and education level affect the way chatbots usability is rated. The result from this research is of interest to companies who already have implemented chatbots to be able to measure against a usability baseline. It is also of interest for the academic world to further research the gender and education level dimensions on chatbots usability.

Place, publisher, year, edition, pages
2020. , p. 69
National Category
Information Systems Human Aspects of ICT
Identifiers
URN: urn:nbn:se:lnu:diva-97602OAI: oai:DiVA.org:lnu-97602DiVA, id: diva2:1459041
Subject / course
Informatics
Educational program
Master Programme in Information Systems, 60 credits
Supervisors
Examiners
Available from: 2020-08-27 Created: 2020-08-18 Last updated: 2020-08-27Bibliographically approved

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CiteExportLink to record
Permanent link

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Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf