Users' experience on airline chatbots
A chatbot is an advancing technology that has taken the airline industry to a different level of service. The continuous pursuit drives this development to provide efficient and quality services; however, this technology is not void of challenges that may affect customers' experiences. This stu...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Penerbit Universiti Kebangsaan Malaysia
2022
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| Online Access: | http://journalarticle.ukm.my/19431/ http://journalarticle.ukm.my/19431/1/09.pdf |
| _version_ | 1848814839297736704 |
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| author | Arreza, Mariae Khrisna Baring Esguerra, James Garcia |
| author_facet | Arreza, Mariae Khrisna Baring Esguerra, James Garcia |
| author_sort | Arreza, Mariae Khrisna Baring |
| building | UKM Institutional Repository |
| collection | Online Access |
| description | A chatbot is an advancing technology that has taken the airline industry to a different level of service. The continuous pursuit drives this development to provide efficient and quality services; however, this technology is not void of challenges that may affect customers' experiences. This study utilizes a sequential mixed method approach that explored the Filipino experiences of using airline chatbots. The results revealed neutral users' experiences. The qualitative components revealed the following themes (1) Difficult experience; (2) Limitations of the chatbots; (3) Lack of human connections and; (4) Positive experiences. As a recommendation, further study may be required utilizing different indicators. |
| first_indexed | 2025-11-15T00:40:27Z |
| format | Article |
| id | oai:generic.eprints.org:19431 |
| institution | Universiti Kebangasaan Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-15T00:40:27Z |
| publishDate | 2022 |
| publisher | Penerbit Universiti Kebangsaan Malaysia |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | oai:generic.eprints.org:194312022-08-18T08:22:35Z http://journalarticle.ukm.my/19431/ Users' experience on airline chatbots Arreza, Mariae Khrisna Baring Esguerra, James Garcia A chatbot is an advancing technology that has taken the airline industry to a different level of service. The continuous pursuit drives this development to provide efficient and quality services; however, this technology is not void of challenges that may affect customers' experiences. This study utilizes a sequential mixed method approach that explored the Filipino experiences of using airline chatbots. The results revealed neutral users' experiences. The qualitative components revealed the following themes (1) Difficult experience; (2) Limitations of the chatbots; (3) Lack of human connections and; (4) Positive experiences. As a recommendation, further study may be required utilizing different indicators. Penerbit Universiti Kebangsaan Malaysia 2022-06 Article PeerReviewed application/pdf en http://journalarticle.ukm.my/19431/1/09.pdf Arreza, Mariae Khrisna Baring and Esguerra, James Garcia (2022) Users' experience on airline chatbots. Asia-Pacific Journal of Information Technology and Multimedia, 11 (1). pp. 102-114. ISSN 2289-2192 https://www.ukm.my/apjitm/articles-issues |
| spellingShingle | Arreza, Mariae Khrisna Baring Esguerra, James Garcia Users' experience on airline chatbots |
| title | Users' experience on airline chatbots |
| title_full | Users' experience on airline chatbots |
| title_fullStr | Users' experience on airline chatbots |
| title_full_unstemmed | Users' experience on airline chatbots |
| title_short | Users' experience on airline chatbots |
| title_sort | users' experience on airline chatbots |
| url | http://journalarticle.ukm.my/19431/ http://journalarticle.ukm.my/19431/ http://journalarticle.ukm.my/19431/1/09.pdf |