IMPACT OF CHATBOT AVAILABILITY ON CUSTOMER SATISFACTION:EVIDENCE FROM GUARANTY TRUST BANK ILORIN

Abstract

In today’s competitive environment, online banking in Nigeria has positioned chatbots as vital
tools for twenty-four seven (24/7) customer support, reducing waiting hours and operational costs.
The study examined the effect of chatbot availability on customer satisfaction, with special
reference to Guaranty Trust Bank (GTBank) Ilorin. The study adopted a survey research design
and the population comprises of customers of GTBank, University of Ilorin, branch. The Cochran
formular for infinite population was used to arrive at a sample size of 400 respondents out of wish
332 filled and returned the questionnaire. The convenience sampling method was used to collect
data from respondents. A multiple regression analysis was employed to test the hypothesis
formulated. The findings revealed that chatbot availability has positive effect on customer
satisfaction in GTBank, Ilorin. The study concluded that chatbot availability influences customer
satisfaction in GTBank, University of Ilorin branch. It was recommended that the management of
GTBank should continue to make chatbot available to its customer to enhance their satisfaction
and invest more on Artificial Intelligence (AI) facilities to improve their operations towards
customer satisfaction.