Data on Banking Chatbot Service Quality

Published: 22 September 2023| Version 2 | DOI: 10.17632/jsvbvgzkf8.2
Poornima Purushotham


The study involved the selection of participants among Indian banking customers in Bangalore, India. This encompassed a diverse group including students, working professionals, and business owners, all aged 18 and above. The criteria for inclusion were prior experience with Chatbots in the banking sector. Ultimately, 586 participants completed the survey, chosen through uncontrolled quota sampling for representation. Originally, 800 responses were gathered, but 211 were disregarded due to incompleteness or non-participation, leaving a final analysis sample of 589 participants. The research centered on Chatbot users of well-known Indian banks such as HDFC Bank, ICICI Bank, SBI Bank, YES Bank, City Union Bank, Bank of Baroda, Indus Bank, Andhra Bank, Kotak Mahindra Bank, and AXIS Bank. The survey's objective was to acquire insights into user perceptions of Chatbots within the Indian banking context. Participants employed a five-point Likert scale to indicate their level of agreement or disagreement with specific statements based on their personal experiences and viewpoints. To facilitate data collection, the Redcap survey tool was utilized. Respondents were provided with transparent ethical guidelines and were assured that their responses would remain confidential. The research extended over a period of five months, during which the survey was administered. Participants were able to complete the survey anonymously within approximately 5-8 minutes.



Banking, Quality of Service, Chatbot