Satisfaction Levels in Using AI Chatbots in  E-Commerce among Working Individuals  in Dasmariñas, Cavite

Author(s)	Ms. Anjeli Mae L. Tumlos, Ms. Czarina Beatrice S. Sampilo, Ms. Dana Paola G. Remulla, Mr. Lucky Cedrick D. Guyamin
Country	Philippines
Abstract	AI chatbots have transformed customer interactions on e-commerce platforms. This quantitative study aimed to assess user satisfaction based on disconfirmation types—commercial, informational, navigational, and transactional—and to examine the relationship between socio-economic profiles and user expectations and experiences. Despite widespread adoption, limited research has focused on working individuals and existing chatbot models. Descriptive and causal research designs were utilized, with survey questionnaires distributed according to respondents' age, sex, civil status, educational attainment, and monthly income. Findings indicated general dissatisfaction with AI chatbots across all search intents, with significant differences observed in certain socio-economic groups. A key challenge identified was the lack of emotional intelligence in chatbot interactions. The results underscore the need for improved chatbot capabilities to better address the diverse needs of working users in e-commerce settings.
Keywords	AI chatbots, artificial intelligence, e-commerce, satisfaction levels
Field	Business Administration
Published In	Volume 7, Issue 6, November-December 2025
Published On	2025-11-26
DOI	https://doi.org/10.36948/ijfmr.2025.v07i06.54450
Short DOI	https://doi.org/hbdrfq

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International Journal For Multidisciplinary Research