lnu.sePublications
Change search
Refine search result
1 - 1 of 1
CiteExportLink to result list
Permanent link
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
Rows per page
  • 5
  • 10
  • 20
  • 50
  • 100
  • 250
Sort
  • Standard (Relevance)
  • Author A-Ö
  • Author Ö-A
  • Title A-Ö
  • Title Ö-A
  • Publication type A-Ö
  • Publication type Ö-A
  • Issued (Oldest first)
  • Issued (Newest first)
  • Created (Oldest first)
  • Created (Newest first)
  • Last updated (Oldest first)
  • Last updated (Newest first)
  • Disputation date (earliest first)
  • Disputation date (latest first)
  • Standard (Relevance)
  • Author A-Ö
  • Author Ö-A
  • Title A-Ö
  • Title Ö-A
  • Publication type A-Ö
  • Publication type Ö-A
  • Issued (Oldest first)
  • Issued (Newest first)
  • Created (Oldest first)
  • Created (Newest first)
  • Last updated (Oldest first)
  • Last updated (Newest first)
  • Disputation date (earliest first)
  • Disputation date (latest first)
Select
The maximal number of hits you can export is 250. When you want to export more records please use the Create feeds function.
  • 1.
    Ingelström, Thomas
    Linnaeus University, Faculty of Technology, Department of Informatics.
    Usability study on Chatbots in Swedish Business to Consumer market2020Independent 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.

1 - 1 of 1
CiteExportLink to result list
Permanent link
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