Understanding User Satisfaction in Customer Service: A Comparative Study of Generative AI and Rule-Based Chatbots in Food Delivery Complaints in Taiwan

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Keywords	AI Chatbots, Human-Computer Interaction (HCI), Customer Service, Food Delivery Platform, Satisfaction, perceived warmth, perceived competence
Thesis Advisor	Tang, Jie, Ozdemir, Yagmur
Persistent URL	hdl.handle.net/2105/79006
Series	Business Information Management
Organisation	Rotterdam School of Management
Citation APA APA Style APA-ALL Style AAA Style Cell Style Chicago Style Harvard Style IEEE Style MLA Style Nature Style Vancouver Style American-Institute-of-Physics Style Council-of-Science-Editors Style BibTex Format Endnote Format RIS Format CSL Format DOIs only Format	Tu, You Shiuan. (2025). Understanding User Satisfaction in Customer Service: A Comparative Study of Generative AI and Rule-Based Chatbots in Food Delivery Complaints in Taiwan. In Business Information Management.http://hdl.handle.net/2105/79006

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