CONSUMER PERCEPTION ON CHATBOTS BEING USED BY E-COMMERCE WEBSITE

Abstract

The project takes up a study of consumer viewpoint on Chatbots incorporated on a ecommerce further working on TAM model by incorporating perceived value also to the model. This study is divided into 6 sections. We start with the introduction of the topic of the study and gives an overview over the chatbots, their history and the industry overview. The scope and objectives of the study. Then I went on to study the past researches done on the Chatbots and did a review of the history of the topic of and different aspects as the literature review. We further move into the research methodology and the tools used in the study explaining the sampling technique and the sample size and details. We then move on to Data Analysis section which shows the interpretation of different questions. The following chapter presents the findings and any suggestions derived from the data analysis and present the results produced by this research. It also consists of any suggestions to improve the Chatbots we can interpret from the results and tip the scales in the favor to the Chatbots. To improve the chances of people using Chatbots and their attitude towards the technology. This study on the Chatbots is just the first step towards understanding the consumer perception of the technology and further research is essential to understand the factors directly affecting the acceptance of Chatbots. We hope our findings will encourage further research and more in-depth and extensive analyses to demystify the driving forces of Chatbot. This will be beneficial to academic researchers, practitioners and users alike.