Research Article
The Effects of Stress and Chatbot Services Usage on Customer Intention for Purchase on E-commerce Sites
Abed Matini,
Stanley Lekata,
Boniface Kabaso*
Issue:
Volume 10, Issue 1, March 2024
Pages:
1-10
Received:
7 September 2023
Accepted:
9 January 2024
Published:
20 February 2024
Abstract: In the rapidly evolving digital marketplace, customer service has become a critical factor influencing consumer behaviour. With the advent of Artificial Intelligence (AI), particularly chatbots, customer service companies are increasingly leveraging technology to enhance user experience. This study explores the relationship between customer emotions, detected during interactions with e-commerce chatbots, and their subsequent purchase intentions. Emotion detection within Human-Computer Interaction (HCI) is a vital area of research, as specific emotions, such as joy or frustration, can significantly impact marketing effectiveness and consumer decision-making. This research aims to understand how emotional responses to chatbot interactions can predict customer's intention to purchase, thereby offering insights for businesses to optimize their AI-driven customer service strategies. The study analyzes four diverse datasets – EmotionLines, CARER, GoEmotion, and EmotionPush – to identify emotion-labelled sentences indicative of purchase intention. Our findings reveal that Neutral and Joyful emotions are predominant in influencing customers' purchase intentions, highlighting the importance of understanding these emotional states in e-commerce settings. While Neutral emotion is most influential, Joy consistently plays a significant role in positive customer engagement. This research underscores the need for e-commerce businesses to focus on emotional intelligence in chatbots, enhancing customer experience and potentially driving sales. Future research directions include examining real chatbot-customer interactions to further understand the impact of AI-driven customer service on consumer emotions and behaviours.
Abstract: In the rapidly evolving digital marketplace, customer service has become a critical factor influencing consumer behaviour. With the advent of Artificial Intelligence (AI), particularly chatbots, customer service companies are increasingly leveraging technology to enhance user experience. This study explores the relationship between customer emotion...
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Research Article
Logistics Web Application for the Tracking of Parcels
Chidi Ukamaka Betrand*,
Chinwe Gilean Onukwugha,
Christopher Ifeanyi Ofoegbu,
Obinna Banner Aliche,
Douglas Allswell Kelechi
Issue:
Volume 10, Issue 1, March 2024
Pages:
11-17
Received:
2 January 2024
Accepted:
15 January 2024
Published:
20 February 2024
Abstract: Firms can save operating expenses and improve customer satisfaction by managing their logistics well. Delivering goods and services to customers with the highest standards while reducing operating costs is the aim of the logistics management philosophy. As a result, logistics management is a crucial component of the supply chain process, which also includes other tasks including organizing, directing, planning, storing, communicating, and providing support. Web applications tracking allow easy access to goods and services over the internet. It allows for easy detection of the state, location of goods and services at any given instance. This web application gives the users easy accessisibility to the platform. The logistics web application for the tracking of parcels was developed using Angular Js, Node and Express Js, and MongoDB. Hosted on Heroku. The aim of the project which is to meet the demands of the users while offering real-time visibility, efficient route optimization, as well as the overall streaming of the supply chain process was achieved. With this application, users can finally be able to know the current and real time location of their packages so long as they have access to the internet.
Abstract: Firms can save operating expenses and improve customer satisfaction by managing their logistics well. Delivering goods and services to customers with the highest standards while reducing operating costs is the aim of the logistics management philosophy. As a result, logistics management is a crucial component of the supply chain process, which also...
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