Open access
Aug 2026
Understanding the Influence of AI Chatbots on Customer Satisfaction: A Case Study of Pakistan's E-Commerce Industry
The impact of AI chatbots on perceived information quality, perceived waiting time, pleasure and arousal is positive and strong and joins a small number of studies that take both functional and emotional aspects of customer satisfaction with AI chatbots into account.
Aqeel Israr, Muhammad Umer Ahrar, Fareeha Khan et al.
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