Effects of the Use of Artificial Intelligence Chatbots on the Advancement of Global Maritime Logistics Personnel

Abstract

Purpose: The purpose of this study is to measure the productivity and satisfaction of global maritime logistics personnel when using artificial intelligence chatbots as tools, and to enhance the utilization of artificial intelligence chatbots based on this. Research design, data, and methodology: This study was conducted among customers using a representative maritime e-logistics platform in Korea. In order to compare the changes in productivity and satisfaction experience of global maritime logistics personnel using A.I chatbots in the experimental and comparison groups, this study used Jamovi, a statistical analysis program, to confirm the homogeneity between the two groups through reliability tests and independent sample t-tests. Results: The results of the analysis confirmed that the chatbot-enabled service had a positive impact on the service experience of maritime logistics personnel using the e-logistics platform. In addition, the post-test results of the effectiveness verification showed that the positive experience of the A.I. chatbot in the experimental group was statistically significant and improved in all areas. This shows the possibility of evenly satisfying the cognitive, sensory, and emotional domains of maritime logistics personnel. Conclusions: This study, first, extends the research focused on simple services of E-logistics platforms to chatbot service experience; second, presents the components of chatbot service experience of E-logistics platforms through theoretical considerations; and third, demonstrates through empirical analysis that chatbot service is an important antecedent variable for the formation of satisfaction experience of E-logistics platforms and the upgrading of maritime logistics personnel.