Exploring the impact of topic-based personalization, trust and satisfaction on customer experience in non-generative chatbots
Saini, Matteo (A.A. 2023/2024) Exploring the impact of topic-based personalization, trust and satisfaction on customer experience in non-generative chatbots. Tesi di Laurea in Marketing metrics, Luiss Guido Carli, relatore Michele Costabile, pp. 69. [Master's Degree Thesis]
Full text for this thesis not available from the repository.
Abstract/Index
Managerial relevance and stakeholders. Managerial relevance. Stakeholders. Theoretical framework. Chatbots and artificial intelligence in customer service. Personalisation. Legal and ethical challenges. Research question. Research contribution. Methods. Data collection and sampling. Variables and measures. Analytical strategy. Reliability and validity. Results and discussion. Descriptive statistics. Correlation analysis. ANOVA and post-hoc analysis. regression analysis. qualitative analysis: sentiment and topic modeling.
References
Bibliografia: pp. 63-68.
| Thesis Type: | Master's Degree Thesis |
|---|---|
| Institution: | Luiss Guido Carli |
| Degree Program: | Master's Degree Programs > Master's Degree Program in Marketing (LM-77) |
| Chair: | Marketing metrics |
| Thesis Supervisor: | Costabile, Michele |
| Thesis Co-Supervisor: | Pozharliev, Rumen Ivaylov |
| Academic Year: | 2023/2024 |
| Session: | Autumn |
| Deposited by: | Alessandro Perfetti |
| Date Deposited: | 10 Jun 2025 08:48 |
| Last Modified: | 10 Jun 2025 08:48 |
| URI: | https://tesi.luiss.it/id/eprint/42393 |
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