The effects of chatbot characteristics and customer experience on satisfaction and continuance intention toward banking chatbots: Data from Vietnam.

ABSTRACT

The article depicts the dataset of a survey on the effects of chatbot characteristics on customer experience (including intrinsic and extrinsic values) and behavioural outcomes (including satisfaction and continuance intention) toward chatbots in the context of banking within Vietnam. The data were accumulated using a web-based questionnaire with a valid sample of 336 participants who have used banks' chatbots in Vietnam from July 2023 to September 2023. Participants were encouraged to share the survey link with different chatbot users via social media to seek potential respondents. Harman single factor was utilized to lessen the issue of common method bias. The formal data were evaluated by using SPSS 21.0 and AMOS 21.0. In addition to respondents' demographic profile, the results of explanatory factor analysis and confirmation factor analysis were presented in this work, which would alluded as a good reference for future studies.