Wpływ obsługi klienta za pośrednictwem chatbotów na postawy konsumentów na rynku hotelarskim
The influence of chatbot-based customer service on consumer attitudes in the hotel industry

Summary/Abstract: Implementing artificial intelligence in various areas of hotel operations allows for increased efficiency, cost reduction, and competi-tive advantage. Supporting customer service through AI chatbots is a key area of ongoing activity. This article examines the relationship between the quality of customer service provided via chatbots and con-sumer attitudes in the hotel market. The aim of this study is to present the results of a pilot study on these relationships and to evaluate the selected research method and research tool. It is assumed that the qual-ity of customer service provided via hotel chatbots has a positive impact on customer satisfaction, trust, and loyalty. This paper presents issues related to the use of chatbots in customer service by hotels and dis-cusses the results of a pilot study conducted on a sample of 40 respond-ents who used hotel chatbots. Initial results of the pilot study indicate a positive impact of the quality of customer service provided via chat-bots on customer satisfaction and trust, but do not indicate a positive impact on customer loyalty. Furthermore, no irregularities were noted in the research method and survey questionnaireImplementing artificial intelligence in various areas of hotel operations allows for increased efficiency, cost reduction, and competitive advantage. Supporting customer service through AI chatbots is a key area of ongoing activity. This article examines the relationship between the quality of customer service provided via chatbots and consumer attitudes in the hotel market. The aim of this study is to present the results of a pilot study on these relationships and to evaluate the selected research method and research tool. It is assumed that the quality of customer service provided via hotel chatbots has a positive impact on customer satisfaction, trust, and loyalty. This paper presents issues related to the use of chatbots in customer service by hotels and dis-cusses the results of a pilot study conducted on a sample of 40 respondents who used hotel chatbots. Initial results of the pilot study indicate a positive impact of the quality of customer service provided via chat-bots on customer satisfaction and trust, but do not indicate a positive impact on customer loyalty. Furthermore, no irregularities were noted in the research method and survey questionnaire

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