• S. Shujana Shireen
• Dr. S. Saranya

The research here explores the effect of chatbots use on Customer Satisfaction in India’s e-retail market. Based on quantitative analysis of the experiences of 124 Indian e-retail customers the study explores how Usability, Responsiveness, and Extrinsic and Intrinsic Values impact Customer Experience. Correlation analysis showed significant positive correlations between chatbot characteristics and Customer Satisfaction, with Usability (r=0.809) showing the highest correlation, followed by Intrinsic Values (r=0.798), Extrinsic Values (r=0.652). Multiple regression analysis (R²=0.761) showed Intrinsic Values (β=0.359908) and Usability (β=0.375336) as the most significant predictors of Customer Satisfaction, with Responsiveness having no significant direct effect. The results imply that e-retailers should create chatbots that are easy to use but also offer personalised, enjoyable interactions. This study offers empirical findings on certain qualities of chatbot interactions that promote Customer Satisfaction in the Indian e-retail context.

Chatbots; Customer Satisfaction; E-retail; Artificial Intelligence; Customer Experience; Intrinsic Values; Extrinsic Values; Indian Retail.

"Analysis of Chatbot Efficacy Determinants on Customer Satisfaction Metrics in E-Retail Platforms", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.12, Issue 4, page no.k155-k159, April-2025, Available :http://www.jetir.org/papers/JETIR2504A19.pdf

"Analysis of Chatbot Efficacy Determinants on Customer Satisfaction Metrics in E-Retail Platforms", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.12, Issue 4, page no. ppk155-k159, April-2025, Available at : http://www.jetir.org/papers/JETIR2504A19.pdf