QUANTITATIVE EVALUATION OF CUSTOMER SATISFACTION AFTER THE IMPLEMENTATION OF A SERVICE SYSTEM BASED ON CHATBOT

The general objective was to determine how the implementation of a chatbot-based service system improves customer satisfaction of a telephone service company. The specific objectives were: to determine how the implementation of a chatbot-based service system improves customer expectations, to specify how the implementation of a chatbot-based service system improves customer service time; analyze how the implementation of a chatbot-based service system improves the tangible aspects obtained by the client and evaluate how the implementation of a chatbot-based service system improves the quality of customer service. The study had a quantitative approach, applied type, pre-experimental design and explanatory level. The population was 845 clients of a telephone service company located in Trujillo and the sample was 40 clients. The questionnaire had 19 questions, with four response options. 42.5% of the clients reported a medium level of satisfaction during the pre-test and 47.5% a high level in the post-test. It was found that the implementation of a chatbot-based service system improves customer satisfaction, with p=0.048<0.05. However, the quality of care did not improve, since p=0.197>0.05.