Researchers Propose Service Quality Index for AI Health Care Chatbots

Objective:

To develop a service quality index system for evaluating AI health care chatbots, adapted from the SERVQUAL framework.

Key Findings:

• The finalized service quality index includes five primary indicators: assurance, reliability, human-likeness, tangibility, and responsiveness.
• The index aims to enhance user experience, identify shortcomings, and promote continuous quality improvement in AI health care chatbots.

Interpretation:

The proposed index system prioritizes user needs and experiences, providing a structured approach to quantify the service quality of AI health care chatbots.

Limitations:

• The study's findings are based on expert opinions and may require validation through field studies with actual users of AI health care chatbots.

Conclusion:

The index system offers practical value for stakeholders, enabling better assessment and monitoring of AI health care chatbots, with future research planned for its application in real-world settings.