Chatbot task-technology fit and conversational intelligence on customer service encounter satisfaction in the Zimbabwean banking sector

Chatbot task-technology fit and conversational intelligence on customer service encounter satisfaction in the Zimbabwean banking sector

The study explores the interactions among chatbot tasks, technology, and conversational intelligence, and their effect on customer service encounter satisfaction to improve customer gratification in the Zimbabwean banking sector. The aim of the research study is to determine the influence of chatb...

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Bibliographic Details
Main Authors: Nqobani Ncube, More Chinakidzwa, Tawanda Mushayavanhu
Format: Article
Language:English
Published: THOT Publishing House 2025-03-01
Series:Journal of Research and Innovation for Sustainable Society
Subjects:
chatbot
technology characteristics
task-technology fit
conversational intelligence
task characteristics
service encounter satisfaction
Online Access:https://jriss.4ader.ro/wp-content/uploads/2025/04/5.-N-Ncube-M-Chinakidzwa-T-Mushayavanhu-CHATBOT-TASK-TECHNOLOGY-FIT-AND-CONVERSATIONAL-INTELLIGENCE-ON-CUSTOMER-SERVICE-ENCOUNTER-SATISFACTION-IN-THE-ZIMBABWEAN-BANKING-SECTOR.pdf
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https://jriss.4ader.ro/wp-content/uploads/2025/04/5.-N-Ncube-M-Chinakidzwa-T-Mushayavanhu-CHATBOT-TASK-TECHNOLOGY-FIT-AND-CONVERSATIONAL-INTELLIGENCE-ON-CUSTOMER-SERVICE-ENCOUNTER-SATISFACTION-IN-THE-ZIMBABWEAN-BANKING-SECTOR.pdf

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