PurposeThis study aims to investigates customer satisfaction from the use of bank chatbots and the effect of perceived trust in chatbots and banks' reputation on customer satisfaction.Design/methodology/approachA survey is conducted in Turkey involving 240 customers who experienced banking transactions using a chatbot. Partial least squares structural equation modeling (PLS-SEM) is used to investigate the relationships between the variables. The data were analyzed using SPSS 21 and SmartPLS programs.FindingsPerceived performance, perceived trust and corporate reputation significantly affect customer satisfaction with chatbot use. Customer expectations and confirmation of customer expectations have no direct impact on customer satisfaction, but customer expectations positively affect perceived performance. Customer expectations exert an indirect influence on customer satisfaction through perceived performance. Perceived performance has a positive impact on the confirmation of customer expectations, but customer expectations do not significantly impact the confirmation of customer expectations.Research limitations/implicationsThis study relies on a limited number of participants. Moreover, its sample is not representative of the target population due to the convenience sampling technique. Even if the results may not be generalized to the entire population of Turkey, they reflect the reality of emerging markets with relatively high technology sensitivity and a young population.Practical implicationsThe results provide new insights regarding banking service delivery channels, which may be of interest to professionals, academics, banks' top management, product development teams, design teams and customer satisfaction units.Social implicationsThis study is believed to help the community make their lives easier by providing them with knowledge and awareness about chatbots.Originality/valueThis study extends expectations confirmation theory's predictions to chatbot use in banking.

Customer experience forms the basis for customers to develop positive attitudes and behaviors towards the business. The virtual market shopping experience is also an important part of the online customer experience today. Customer experience continues to be an important factor in determining both consumer behavior and spending habits, along with the changing needs and expectations of consumers during the pandemic process. At this point, the study aims to reveal the virtual market shopping experience of consumers within the scope of the factors that affect this experience and to determine the effect of the virtual market shopping experience on customer satisfaction. In addition, within the scope of the study, it is aimed to reveal the effect of customer satisfaction on repetitive purchasing and word-of-mouth communication behaviors for online market shopping. For these purposes, the data collected from 417 participants using the online questionnaire with a convenience sampling method Structural Equation Modelling was applied to the data. While the findings of the study reveal the effect of the brand experience dimension of the virtual grocery shopping experience on the total shopping experience, they also point to the positive effect of the total shopping experience on customer satisfaction. In addition, the study findings show that customer satisfaction regarding virtual market shopping has a positive effect on customers' repetitive purchasing intention and word-of-mouth behavior.

This study aimed to examine the effect of the quality dimensions of information system success model (ISSM), perceived risk, perceived transaction speed, and optimistic perspective on Quick Response (QR) code mobile payment (m-payment) experience. For this purpose, a survey was conducted in Turkey involving 207 adults who had experienced the QR code m-payment method. Partial least squares structural equation modeling (PLS-SEM) was used to investigate the relations between the variables. Research results showed that information quality, system quality, perceived transaction speed, and optimism significantly affected customer experience. However, service quality and perceived risk regarding QR code m-payment had no impact on customer experience. This study tried to reveal behavioral intentions of users in future by bringing together the concepts of ISSM and marketing, examining the QR code m-payment customer experience in the pandemic period with an integrative approach. In this context, the research has theoretical implications that extend ISSM toward improving technology-based financial services and omnichannel marketing.

The user and task-oriented virtual customer assistants offered by banks to their customers can perform many transactions, provide information, and give investment advice to customers through banks' digital platforms. The day-to-day increase in the number of customers experiencing virtual customer assistants necessitates questioning the quality of the service provided by banks. At this point, the aim of the study is to reveal the effects of the utilitarian and hedonic service quality dimensions of virtual customer assistants on customer trust, customer satisfaction, and customer loyalty, as well as to determine the effect of customer trust, customer satisfaction and customer loyalty on word-ofmouth communication. In line with this goal, the survey was applied in Turkey to 346 bank customers, experiencing virtual customer assistant, via convenience sampling and snowball sampling methods. Data were analyzed by the technique of structural equation model via the Smart PLS program. Research results show that the dimension of usefulness and entertainment, which is one of the service quality dimensions for the virtual banking customer assistant, has an impact on customer trust, customer satisfaction, and loyalty, and the dimension of being trend has an impact on customer trust. However, the research results show that trust in the virtual banking customer assistant positively affects customer satisfaction and loyalty regarding using virtual customer assistant. Since the application of virtual banking customer assistant is just a new service, the effect of word-of-mouth communication was also measured in the research, and it was seen that the trust and loyalty of customers towards this service had an impact on word-of-mouth communication. Also, that customers' experience of virtual assistants in the banking sector in Turkey is yet to be studied reveals the originality of this research.

This study is aimed to reveal the internet banking/mobile banking usage behavior of the Baby Boomers generation, whose technology adoption and usage level is relatively poor compared to other generations in the pandemic, on the axis of customer experience and Covid-19. For this purpose, the data collected from 176 participants with convenience sampling method was analyzed using Structural Equation Model. The results of the study show that as the positive perceptions of Baby Boomers generation customers about their internet banking/mobile banking experience increased, their trust in the bank also increased; similarly, the higher the trust of the customers in the bank where they use this service, the higher their commitment to the bank. While the study results do not reflect a direct relationship between customer experience and customer commitment, it shows that these customers' Covid-19 fear during the pandemic strengthens the relationship between experience and trust and experience and commitment.