A comparison between the developers and customers perceptions of the artificial intelligence system | |
| Author | Kamonwan Hanpadungdhamma |
| Call Number | AIT RSPR no.SM-20-20 |
| Subject(s) | Customer satisfaction Artificial intelligence Organizational behavior |
| Note | A research submitted in partial fulfillment of the requirements for the degree of Master of Business Administration |
| Publisher | Asian Institute of Technology |
| Abstract | This research paper explores the similarities and the dissimilarities between the perception of artificial intelligence systems’ customers and the perception of the artificial intelligence systems’ vendors. The main problems the paper aims to analyse are the gaps between what the vendors perceived as being crucial in system development and what the customers perceived to be important and the issues that lead to low customer satisfaction. The paper uses three main theories, namely Customer Perceived Value Theory, Unified Theory of Acceptance and Use of Technology (UTAUT) and Gap Model of Service Quality in the construction of the interview questions. An in-depth interview was conducted on 9 participants from the vendor group and 10 participants from the customer group in order to ascertain key factors which the participants perceived to be important in artificial intelligence system design. The result concludes that the communication between the customers and vendors before and after system implementation is key in setting the right expectations and understanding of the functionalities of the system. Unexplained details regarding how the system operates and their limitations lead to the reduction of customer satisfaction due to having unrealistic expectations. |
| Year | 2020 |
| Type | Research Study Project Report (RSPR) |
| School | School of Management (SOM) |
| Department | Other Field of Studies (No Department) |
| Academic Program/FoS | Master of Business Administration (MBA) (Publication code=SM) |
| Chairperson(s) | Winai Wongsurawat |
| Examination Committee(s) | Vimolwan Yukongdi;Badir, Yuosre F. M. |
| Scholarship Donor(s) | Royal Thai Government;Asian Institute of Technology Fellowship |
| Degree | Research Studies Project Report (M. BA.) - Asian Institute of Technology, 2020 |