Citas bibligráficas
Vallejos, D., (2023). Uso de chatbot para la atención a los clientes por redes sociales en la empresa Master GOL [Universidad Nacional de San Martín. Fondo Editorial]. http://hdl.handle.net/11458/4890
Vallejos, D., Uso de chatbot para la atención a los clientes por redes sociales en la empresa Master GOL []. PE: Universidad Nacional de San Martín. Fondo Editorial; 2023. http://hdl.handle.net/11458/4890
@misc{renati/1057929,
title = "Uso de chatbot para la atención a los clientes por redes sociales en la empresa Master GOL",
author = "Vallejos Fernandez, Denniz",
publisher = "Universidad Nacional de San Martín. Fondo Editorial",
year = "2023"
}
Use of chatbot for customer service through social networks in the company Master GOL There is a need to create strong ties with customers, in that sense, companies are using social networks as a mechanism to interact directly with customers, creating strong brands and better business relationships. The objective of the study was to determine the influence of the use of chatbots in customer service through social networks in the company Master GOL. For this purpose, an applied research, quantitative approach and quasi-experimental design was carried out, where 60 clients were surveyed (30 for the pretest and 30 for the posttest), applying a questionnaire structured in two dimensions and 15 indicators related to the measurement of quality of service. The main results show that before the implementation of the chatbot for customer service, only 33.87% customer satisfaction was achieved, after which the logic of the customer service process was successfully redesigned through the chatbot and a manageable web system for reservations. Subsequently, the results indicated that the level of satisfaction increased to 94.53%, this result was corroborated inferentially using the T-Student test for independent samples, where the p-value was less than 0.05. Thus, it is concluded that the use of a chatbot significantly improves customer service through social networks in the company Master GOL.
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