Univrsity Of Tehran Press Journal of Information Technology Management 2980-7972 15 Special Issue 2023 01 01 Understanding Customer Satisfaction of Chatbots Service and System Quality in Banking Services 142 152 89417 10.22059/jitm.2022.89417 EN Suraya Zainol Ph.D Candidate, Universiti of Kuala Lumpur, (UniKL) Business School, Jalan Gurney, Kampung Datuk Keramat, 54000 Kuala Lumpur, Malaysia. Mohd Farid Shamsudin Associate Professor, University of Kuala Lumpur, (UniKL) Business School, Jalan Gurney, Kampung Datuk Keramat, 54000 Kuala Lumpur, Malaysia. Sallaudin Hassan University Kuala Lumpur (MITEC) Jalan Persiaran Sinaran Ilmu, Bandar Seri Alam. 81750 Masai, Johor. Nor Azila Mohd Noor University Utara Malaysia, School of Business Management (SBM), 06010 Sintok, Kedah, Malaysia. Journal Article 2022 10 19 Chatbots is a computer software powered by artificial intelligence designed to replicate human interaction. It is also possible to refer to them as digital assistants that comprehend the capacities of humans. The bot interprets the user's intent, then processes their queries and provides prompt responses. Chatbots perform their most crucial role: to analyse and detect the intent of the user's request to extract relevant entities. AI-powered chatbots were introduced to improve operational efficiency, eventually saving organisational costs. This study investigates the role of system and service quality in customer satisfaction in banking services. One hundred forty-five usable data were used for analysis. Data were analysed using the Smart PLS. The results revealed that response time, usability, adaptability, empathy and responsiveness were insignificant for customer satisfaction. The result is important as it gave the insight point of customers with regards to the new services. Business organisations may need to introduce chatbots and perhaps make some improvements from time to time to provide better services. https://jitm.ut.ac.ir/article_89417_231a81a2b69557908521ad1ca8790e97.pdf