AI Chatbots And Customer Loyalty: A Systematic Literature Review

The rapid advancement of Artificial Intelligence (AI) has transformed customer service delivery across industries, with AI-powered chatbots emerging as pivotal tools for enhancing customer interactions and fostering loyalty. This systematic literature review synthesizes empirical evidence from peer-reviewed studies published between 2019 and 2026 to examine the relationship between AI chatbot service quality and customer loyalty. Following PRISMA guidelines, this review analyzes 62 articles sourced from Scopus, Web of Science, and IEEE Xplore databases. The findings reveal that chatbot service quality dimensions—including response time, information quality, perceived usefulness, personalization, and anthropomorphic characteristics—significantly influence customer loyalty through the mediating mechanisms of customer satisfaction and trust. The Technology Acceptance Model (TAM) and SERVQUAL emerge as the predominant theoretical frameworks underpinning this research domain. This review contributes to the academic discourse by providing an integrative conceptual framework, identifying research gaps, and offering strategic implications for organizations seeking to leverage AI chatbots for customer retention in the digital economy.