Research Article


DOI :10.26650/JTL.2024.1355850   IUP :10.26650/JTL.2024.1355850    Full Text (PDF)

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

Burak Can AltayNaim Çetintürk

This 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



TIMELINE


Submitted08.09.2023
Accepted15.12.2023
Published Online12.03.2024

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