Customer Dissatisfaction Towards Chatbot Services of e-Commerce Shopping Sites: A Qualitative Analysis

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dc.authoridBurak Can Altay / 0000-0002-0572-8848
dc.authoridNaim Çetintürk / 0000-0002-8681-320X
dc.authorwosidNaim Çetintürk / AAO-2820-2020
dc.contributor.authorAltay, Burak Can
dc.contributor.authorÇetintürk, Naim
dc.date.accessioned2025-04-18T06:53:08Z
dc.date.available2025-04-18T06:53:08Z
dc.date.issued17 Mayıs 2024
dc.departmentİstinye Üniversitesi, İktisadi, İdari ve Sosyal Bilimler Fakültesi, Uluslararası Ticaret ve İşletmecilik Bölümü
dc.description.abstractThis research examines the customers’ comments about the chatbots published in a customer complaint website while shopping from an e-commerce site or app. First, 89 customers’ complaints were imported from a customer complaint platform to a single document. Then, the document was subjected to content analysis using a qualitative research tool, Maxqda Plus 2022, and each comment was categorized under related complaint categories. Second, the frequency of customer complaints categories was calculated using the same tool. Additionally, visual maps for each category were created to make the complaints more understandable. While these categorical variables have been addressed in previous studies, variables based on consumer feedback have only been included in this study. According to the research findings, the most frequent customer complaint category is about meaningfulness (with a share of 47.6% in the general total). The least frequent ones are the inability to find a real contact person and the absence of chatbot service (with a share of 7.9%).
dc.identifier.citationAltay, B. C., & Çetintürk, N. (2024). Customer Dissatisfaction Towards Chatbot Services of e-Commerce Shopping Sites: A Qualitative Analysis. Journal of Transportation and Logistics, 9(1), 112-120. https://doi.org/10.26650/JTL.2024.1355850
dc.identifier.doi10.26650/JTL.2024.1355850
dc.identifier.endpage120
dc.identifier.issue1
dc.identifier.startpage112
dc.identifier.trdizinid1281604
dc.identifier.urihttps://doi.org/10.26650/JTL.2024.1355850
dc.identifier.urihttps://dergipark.org.tr/tr/pub/jtl/issue/83726/1355850
dc.identifier.urihttps://hdl.handle.net/20.500.12713/6387
dc.identifier.volume9
dc.indekslendigikaynakTR-Dizin
dc.indekslendigikaynakSobiad
dc.institutionauthorÇetintürk, Naim
dc.institutionauthoridNaim Çetintürk / 0000-0002-8681-320X
dc.language.isoen
dc.publisherİstanbul Üniversitesi
dc.relation.ispartofJournal of Transportation and Logistics
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanı
dc.rightsinfo:eu-repo/semantics/openAccess
dc.subjectE-commerce
dc.subjectChatbot
dc.subjectCustomer experience
dc.subjectCustomer satisfaction
dc.subjectDissatisfaction
dc.titleCustomer Dissatisfaction Towards Chatbot Services of e-Commerce Shopping Sites: A Qualitative Analysis
dc.typeArticle

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