Table 1 Identification and categorization of chatbot service quality dimensions.

Functional process quality

Ease of use

Ease of use

It is simple and intuitive for customers to interact with and navigate the chatbot’s interface and features

³⁶

User interface

The overall ease of use, ease of navigation and overall design of the chatbot

¹⁸

Accessibility

Easy to locate, easy to use, easy to understand and readily compatible with different technological devices

³⁷

Ability to understand

Competence

The required skills and knowledge that the customer service agent needs to have in order to perform the service

¹⁶

Self-learning/continuous improvement

The chatbot continuously improves functions by self-learning

^19,36

Understandability

The customer’s perception that a chatbot service understands human dialogues, the context of a conversation and the nuance of human language

^17,19

Credibility

The believability of a source or message

¹⁶

Accuracy of response

Chatbots can respond to customers’ requirements accurately

³⁶

Customization/personalization

The chatbot recommends personalized products or services based on customer preferences without requiring their explicit request

^19,36,38

Synchronicity

Responsiveness

The ability to provide swift service, which involves timely responses, immediate answers and prompt service

^16,17,20,39

Availability

The extent to which the chatbot is ready for use anywhere, anytime

^36,40

Efficiency

Technically ease of use and speed of chatbots

^19,40

Emotional process quality

Perceived humanness

Empathy

Caring, individualizing attention the employee provides its customers

^{16,20,36,39,41}

Assurance

The knowledge and courtesy of employees and their ability to inspire trust and confidence

^17,20,39

Human-like/anthropomorphism

Chatbots display human-like characteristics, motivations, intentions and emotions

^19,40

Outcome quality

Problem resolution

Problem-solving

The ability of chatbots to effectively resolve any problems encountered by the customer during online shopping

^18,38

Reliability

The ability to perform the promised service dependably and accurately

^16,17,20,41

Consistency

The quality of service provided by the chatbot is stable

³⁶

Trendiness

Updates the customer with current news about new products or emerging trends

³⁸

Entertainment

Providing customers with entertaining content that they enjoy

^20,38

Environment quality

Visual design

Tangibles

Physical facilities, equipment and appearance of personnel

¹⁶

Design

The richness of the environment’s representation, which is determined by characteristics of form, notably graphics, images, animation, vidio and so on

³⁷