Customer Dissatisfaction Towards Chatbot Services of e-Commerce Shopping Sites: A Qualitative Analysis
Burak Can Altay, Naim ÇetintürkThis 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%).
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APA
Altay, 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
AMA
Altay B C, Çetintürk N. Customer Dissatisfaction Towards Chatbot Services of e-Commerce Shopping Sites: A Qualitative Analysis. Journal of Transportation and Logistics. 2024;9(1):112-120. https://doi.org/10.26650/JTL.2024.1355850
ABNT
Altay, B.C.; Çetintürk, N. Customer Dissatisfaction Towards Chatbot Services of e-Commerce Shopping Sites: A Qualitative Analysis. Journal of Transportation and Logistics, [Publisher Location], v. 9, n. 1, p. 112-120, 2024.
Chicago: Author-Date Style
Altay, Burak Can, and Naim Çetintürk. 2024. “Customer Dissatisfaction Towards Chatbot Services of e-Commerce Shopping Sites: A Qualitative Analysis.” Journal of Transportation and Logistics 9, no. 1: 112-120. https://doi.org/10.26650/JTL.2024.1355850
Chicago: Humanities Style
Altay, Burak Can, and Naim Çetintürk. “Customer Dissatisfaction Towards Chatbot Services of e-Commerce Shopping Sites: A Qualitative Analysis.” Journal of Transportation and Logistics 9, no. 1 (Dec. 2024): 112-120. https://doi.org/10.26650/JTL.2024.1355850
Harvard: Australian Style
Altay, BC & Çetintürk, N 2024, 'Customer Dissatisfaction Towards Chatbot Services of e-Commerce Shopping Sites: A Qualitative Analysis', Journal of Transportation and Logistics, vol. 9, no. 1, pp. 112-120, viewed 23 Dec. 2024, https://doi.org/10.26650/JTL.2024.1355850
Harvard: Author-Date Style
Altay, B.C. and Çetintürk, N. (2024) ‘Customer Dissatisfaction Towards Chatbot Services of e-Commerce Shopping Sites: A Qualitative Analysis’, Journal of Transportation and Logistics, 9(1), pp. 112-120. https://doi.org/10.26650/JTL.2024.1355850 (23 Dec. 2024).
MLA
Altay, Burak Can, and Naim Çetintürk. “Customer Dissatisfaction Towards Chatbot Services of e-Commerce Shopping Sites: A Qualitative Analysis.” Journal of Transportation and Logistics, vol. 9, no. 1, 2024, pp. 112-120. [Database Container], https://doi.org/10.26650/JTL.2024.1355850
Vancouver
Altay BC, Çetintürk N. Customer Dissatisfaction Towards Chatbot Services of e-Commerce Shopping Sites: A Qualitative Analysis. Journal of Transportation and Logistics [Internet]. 23 Dec. 2024 [cited 23 Dec. 2024];9(1):112-120. Available from: https://doi.org/10.26650/JTL.2024.1355850 doi: 10.26650/JTL.2024.1355850
ISNAD
Altay, BurakCan - Çetintürk, Naim. “Customer Dissatisfaction Towards Chatbot Services of e-Commerce Shopping Sites: A Qualitative Analysis”. Journal of Transportation and Logistics 9/1 (Dec. 2024): 112-120. https://doi.org/10.26650/JTL.2024.1355850