CUSTOMER SKEPTICISM AND ACCEPTANCE OF CONVERSATIONAL COMMERCE IN ONLINE SHOPPING

Abstract
Online retailers want to provide ease of online shopping to their customers. Online customers are providing personalized services to their customers to increase the effectiveness of online shopping and increase customer satisfaction. Digital assistants like text medium (Facebook, WhatsApp and Instagram etc.) and verbal medium (Alexa, Siri, Google Assistant, Windows Cortana etc.) are helping customers and providing them convenience than ever before. On the other hand, customers are still skeptical about online shopping through these digital assistants. In this research paper the researcher will discuss the elements that cause customer skepticism and the determinants of customer satisfaction in regard to Artificial Intelligence-powered Digital assistants. This would assist online retailers in providing a better online shopping experience by removing customer dissatisfaction and privacy concerns associated with conversational commerce. This will help online retailers to provide a better online shopping experience by eliminating the overall customer dissatisfaction and privacy concerns regarding conversational commerce.

Authors
Geetha Devi1, Kiran Chanda2
Maharaja Agrasen University, India1, Maharaja Agrasen University, India2

Keywords
Digital Assistants, Customer Satisfaction, Customer Skepticism, Conversational Commerce, Privacy Concerns
Published By :
ICTACT
Published In :
ICTACT Journal on Management Studies
( Volume: 8 , Issue: 1 )
Date of Publication :
Februray 2022
DOI :

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