University of Oulu

User satisfaction of chatbot system

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Author: Wisutmitnakorn, Ramita1
Organizations: 1University of Oulu, Faculty of Information Technology and Electrical Engineering, Department of Information Processing Science, Information Processing Science
Format: ebook
Version: published version
Access: open
Online Access: PDF Full Text (PDF, 1 MB)
Pages: 39
Persistent link:
Language: English
Published: Oulu : R. Wisutmitnakorn, 2020
Publish Date: 2020-06-29
Thesis type: Master's thesis
Tutor: Halonen, Raija
Reviewer: Halonen, Raija
Xavier, Ferré


The purpose of this study was to identify how the research trend of user satisfaction of chatbots in customer services is presented. As the recent raise of attention in chatbots system, especially in commercial use, the user satisfaction should be considered.

The main research question was how is the topic of user satisfaction of chatbot system in customer service presented in the prior academic research? Therefore, it was distributed into 3 sub-questions; how did the amount of research change according to time? How and why did the researchers conduct the research? How did the existing literature evaluate the user satisfaction?

Systematic mapping study research methodology was applied in the study. This research methodology considered the prior literature as primary studies then categorized them in order to get answer to research question. The results were how frequency the research had been published based on different scheme. 26 articles were involved as primary studies. The schemes included year of publication, research approach and user satisfaction evaluation approach.

The main contribution of this study was to discover trend regarding user satisfaction of chatbot in customer service context. This would help structure academic research area and motivate future research as well as being a guidance for conducting new research. The studied proved that the topic was still received a lot of interest from researchers as number of literatures regarding topic were growing. However, the results also stated that there was still lacking of research in some area or in specific scheme.

As this study’s goal is to discover the research trend in order to identify the research gap, the future research is encouraged regarding the gap identified as well as the improvement of this study.

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Copyright information: © Ramita Wisutmitnakorn, 2020. This publication is copyrighted. You may download, display and print it for your own personal use. Commercial use is prohibited.