Balkan Social Science Review

Table of Contents BSSR Vol.24

Marija Ampovska — Wed, 25 Dec 2024 00:00:00 +0000

Table of contents for volume 24, December 2024

NAVIGATING THE FUTURE OF EU’S DIGITAL FINANCE AND OPEN FINANCIAL STRATEGIC AUTONOMY THROUGH STRATEGIC REGULATORY MANAGEMENT

Ivana BAJAKIĆ — Tue, 24 Dec 2024 00:00:00 +0000

The rapid evolution of crypto assets and the underlying blockchain technology has significantly transformed global financial markets. Cryptocurrencies have demonstrated high volatility and are mainly used for speculative activities rather than financing the real economy. Stablecoins, introduced a decade ago as a stable alternative to volatile cryptocurrencies, are currently used for crypto trading and enable fast peer-to-peer and cross-border payments. With the rise of decentralised finance (DeFi), they have become essential in providing liquidity within the crypto ecosystem. However, concerns about their stability are accompanied by various potential risks of misuse.

This paper discusses the complexities surrounding crypto assets and their implications within the EU, placing particular emphasis on stablecoins. It focuses on the regulatory landscape shaped by the MiCA Regulation, which aims to harmonise the fragmented European crypto regulatory environment and address the complexities introduced by new digital financing methods. It emphasises the necessity for robust regulatory oversight to mitigate risks associated with price volatility, market manipulation, and potential misuse of digital currencies in illicit activities.

Drawing on a qualitative analysis of secondary sources, the paper argues that the EU’s MiCA Regulation provides a benchmark regulatory framework for the meticulous monitoring of operational resilience of financial sector. More specifically, it asserts theoretically that the EU is guiding the regulatory environment for European crypto assets – particularly in terms of stablecoin provisions – as a safeguard buffer for financial stability. Furthermore, the paper discusses the strategic importance of enhancing Europe’s financial autonomy in response to geopolitical tensions and the growing influence of non-European financial institutions. By advocating for a balanced approach that fosters innovation while ensuring regulatory rigor, the paper underscores the need for comprehensive frameworks that promote transparency and accountability within the digital finance ecosystem.

LEGAL LOOPHOLES IN PYRAMID AND PONZI SCHEME REGULATIONS: A CAUTIONARY TALE FROM ALBANIA TO INDONESIA

Beny SAPUTRA — Tue, 24 Dec 2024 17:38:23 +0000

This paper examines the legal loopholes and regulatory measures taken in response to pyramid and Ponzi schemes, specifically analyzing the lessons learned from Albania's financial crisis in the 1990s and what insights Indonesia can learn. The collapse of these schemes in Albania, which had a catastrophic effect on the economy and triggered an entire social and political crisis, exposed significant measures in governance negligence, financial supervision, legal frameworks, and understanding of investments. Through an in-depth examination of the Albanian catastrophe experience, this paper examines the legal framework in terms of inadequate regulations, government negligence due to lack of experience handling Ponzi and pyramid scheme issues, and lack of investment literacy. The paper explores how Indonesia can enhance its legal and regulatory environment by drawing lessons from Albania's mistakes in the past. Suggestions involve strengthening financial authority roles, establishing specific regulations to regulate pyramid and Ponzi schemes, and providing comprehensive investment literacy education for investors. This study highlights the significance of legislative reform and efficient governance to prevent financial schemes that take advantage of legal loopholes and uneducated investors, ultimately leading to a more resilient and stable financial system. By examining Albania's experience, Indonesia may establish a proactive strategy to protect its citizens and economy from the dangers of pyramid and Ponzi schemes.

THE CONDITIONS OF APPARENT AUTHORITY FROM A COMPARATIVE PERSPECTIVE

Vaidas JURKEVICIUS — Tue, 24 Dec 2024 18:25:57 +0000

This research examines the concept of apparent authority, a legal doctrine that can hold a principal liable for the unauthorised actions of an agent. Despite a person’s lack of expressed desire for representation or an agent’s deviation from instructions, the ordinary legal consequences of representation can still apply if the conditions of apparent authority are established. This research adopts a comparative approach, analysing the criteria for applying apparent authority across civil law and common law legal traditions, as well as in soft law instruments. Lithuania, with its explicit legal provisions on apparent authority, serves as the primary jurisdiction of this analysis. By examining the interpretation of the individual conditions of apparent authority, this research seeks to determine how to ensure balanced protection of the interests of the parties involved in agency relationships (i.e. the principal, the agent and the third parties).

THE CHANGES OF THE HUNGARIAN MONEY-LAUNDERING LEGISLATION IN THE LIGHT OF THE INTERNATIONAL AND EU TENDENCIES

Orsolya JOHANNA SZIEBIG, Csaba ZSIGMOND — Tue, 24 Dec 2024 19:40:57 +0000

In this article, the authors argue that the Hungarian money laundering legislation, in its current form, is a result of intensive international and EU legislation and was highly influenced by soft law. This extensively legislated crime was introduced into the Hungarian Criminal Code in 1994 and has undergone numerous amendments since then, primarily to comply with the requirements of international and EU law. For a long time, Hungary has not included money laundering as an independent crime in the Hungarian Criminal Code. Meanwhile, money laundering is considered a serious transnational criminal act, a form of organised crime that found its way to international instruments and the “European criminal law.” However, the implementation of EU law in this manner has affected the Hungarian criminal legislation in force and introduced new legal instruments that were unknown in Hungarian law. These changes resulted in proportionality and applicability issues in criminal law. The central research aspects concern the effects of soft law programmes of advisory and expert bodies of intergovernmental organisations, with particular regard to the FATF recommendations, the legislation of the European Union and the international instruments enshrined in Hungarian criminal law. The focus of this paper is broad, including international, EU and national legislation, highlighting the countereffects of such legislative regimes. Also, the authors aim to form a strong opinion on the current money laundering legislation as a conclusion of the article. The study highlights the interrelationships between different levels of legislation in a specific regulatory issue of criminal law, pointing out the difficulties in the application of the law arising from the interlocking regulation.

HEARING A MINOR AS AN INSTRUMENT OF PROTECTING THE CHILD’S BEST INTERESTS IN POLISH AND MACEDONIAN PROCEDURAL LAW

Milica SUTOVA, Tadeusz ZEMBRZUSKI — Tue, 24 Dec 2024 21:10:35 +0000

The child’s welfare has contemporarily become one of the fundamental, universal, and systemic values chiefly addressing authorities charged with applying the law, courts included.

While of supreme importance and not subject to valuation, the child’s welfare concept remains vague and escapes definition, encouraging its perception as a preventive mechanism for child objectification. Acts of international law present standards exercising fundamental human rights while constituting an obligation to introduce appropriate national-level guarantees. The paper attempts to compare solutions applied in Polish and North Macedonian procedural law. A confrontation of the experience of countries drawing on dissimilar traditions and models ought to encourage continuous improvement of procedural solutions, and their proper application in view of the special status of minors.

ATTITUDES TOWARD PRENUPTIAL AGREEMENTS AND THEIR POTENTIAL AS A LEGAL REGULATORY TOOL: THE CASE OF THE REPUBLIC OF KAZAKHSTAN

Togzhan ZHUNUSSOVA — Tue, 24 Dec 2024 21:36:08 +0000

The development of prenuptial agreements worldwide is marked by significant variability, influenced by diverse historical, psychological, and cultural factors. This study focuses on age and gender differences in attitudes toward prenuptial agreements in Kazakhstan, while also considering the impact of social, economic, and cultural elements on the adoption of these agreements. This research is particularly relevant for the Central Asian region and Eastern Europe, where modern prenuptial practices only began to take shape after the decline of socialist ideologies. Kazakhstan is currently undergoing socio-legal modernization, incorporating elements of Western family law; however, these practices face substantial limitations due to the need to respect traditional values, which strongly influence perceptions of prenuptial agreements. This study engaged 1,000 participants aged 20 to 50. Through surveys, in-depth interviews, and expert consultations, patterns in perceptions of prenuptial agreements were identified across demographic groups, with a special emphasis on younger generations and gender distinctions. Key findings indicate that younger participants (ages 20–30) show greater openness to prenuptial agreements, viewing them as pragmatic planning tools, while older individuals often exhibit hesitancy and negative views, largely shaped by traditional beliefs. Furthermore, women display a stronger preference for prenuptial agreements, seeing them as a means of financial security. These findings highlight the need for culturally sensitive legal reforms that account for these demographic variations, supporting the gradual integration of prenuptial agreements into Kazakhstani family law. Such integration may broaden marital rights, reduce economic vulnerability, and enhance protections for women and children. This study contributes to the literature by clarifying how age, gender, and sociocultural factors uniquely influence acceptance of prenuptial agreements, and it offers insights for targeted legal education and policy reform in family law.

FAMILY MEDIATION AND ITS EFFECTIVNESS: EMPIRICAL STUDY ON EXPERTS’ PERCEPTION IN ALBANIA

Juelda LAMÇE, Petraq PAPAJORGJI — Tue, 24 Dec 2024 22:14:52 +0000

Family Mediation, as an Alternative Dispute Resolution (ADR) instrument, is recommended by international academics and experts as a crucial means for effective dispute resolution. Empirical studies have reported legal, financial, and co-parenting challenges, especially cross–border ones, considering migration challenges. A recent European Union study concluded that the Mediation Directive's aims were fulfilled only in countries that introduced mandatory mediation. In emerging and consolidating democracies - like those in the Western Balkans, where the judiciary is facing efficiency challenges - the use of ADR (including family mediation) is even more significant, reducing the case backlog in courts.

Given the premises, this study aims to investigate the effectiveness of family mediation, specifically its applicability, effectiveness, quality, costs, and the opportunity to introduce its mandatory use in Albania. The methodology used in this paper is a mixed one, using qualitative and quantitative methods. For the empirical study, 50 Albanian experts (mediators, judges, academics) and persons involved in mediation are asked to complete a structured and specific survey form. The survey's structure is based on the Experiment Design Theory, and the technology used to collect and analyze the data is called Mind Genomics. It provides numerous results, allowing for a comprehensive analysis of the issue under investigation. This study provides a rare example of using quantitative research methods in the field of law.

THE PROTECTION OF SENSITIVE PERSONAL DATA AND PRIVACY IN THE US AND EU WITH A FOCUS ON HEALTH DATA CIRCULATING THROUGH HEALTH APPS

Ema TURNŠEK, Suzana KRALJIĆ — Wed, 25 Dec 2024 09:28:29 +0000

In today’s modern world, we have more than one global actor leading the economy and rapid technological development. The article focuses specifically on the right to sensitive data protection, or more broadly the right to privacy, in American and in EU legal system. This paper shows distinctions between the two and systematically demonstrates the protection of personal data in EU through years. Exploring these distinctions and different interpretations of the right to data protection is significant, because of the potential impacts on the consumer in particular, possibly resulting in being granted different rights when acquiring services in the EU or America.

We will also analyse the fundamental legal acts, which are the cornerstones of data privacy. As its main focus, the article will also examine the provisions concerning sensitive personal data, in particular health data. Furthermore, the article will study some specific concerns in connection to the American smart phone, smartwatch and computer health apps that are not fully compliant with basic EU legal principles, human rights or the General Data Protection Regulation. While the technology is so advanced and users may access these apps from anywhere across the world, such apps, and their privacy policies or other typical contracts, should comply with the relevant legislation, valid in the state of user’s nationality or remaining. The paper examines and substantiates the latter through two recent cases. In one, data breaches were punished by imposing a relatively high fine, and in the other case example, no punitive action was yet taken. That being said, the article argues the insufficient data protection framework that does not necessarily provide a consumer with appropriate safeguards, which is especially relevant in cases of transmission of personal health data.

POST-RETURN MONITORING OF PERSONS IN NEED OF INTERNATIONAL PROTECTION - LEGAL BOUNDARIES AND IMPACT ON MIGRATION POLICY IN SERBIA AND THE REGION

Bojana ČUČKOVIĆ, Mihajlo VUČIĆ — Wed, 25 Dec 2024 10:31:51 +0000

The expanding numbers of returned persons in need of international protection have led the UN Committee against Torture to indicate obligations of post-return monitoring for sending states. In its general practice and a well-known infamous case against the Republic of Serbia, the Committee gradually, yet inconsistently, put forward the contents of this obligation. The article explores several intriguing legal and policy questions that this decision raises since it essentially binds Serbia to act outside of its jurisdiction to monitor the rejected asylum seeker’s well-being upon return to the country of origin. It questions migration policy implications of such an obligation for the states involved, with repercussions also for other states in the region that lay on the current migratory routes. Through an analysis of current state practice, the authors inquire into the potentials of post-return monitoring to outweigh its presumable role of a rather weak redress and to instead serve as a valuable tool for non-refoulement prevention used to the benefit of larger numbers of persons seeking international protection.

CHINA'S STRATEGIC NARRATIVES IN RELATIONS WITH THE US, THE EU, AND THE RF

Serhii FEDONIUK, Nataliia KARPCHUK, Bohdan YUSKIV — Wed, 25 Dec 2024 13:35:54 +0000

This article provides an analysis of the Xi Jinping’ statements regarding China’s relations with the United States of America, the Russian Federation, and the European Union in the period from 2017 to 2023. Applying quantitative semantic analysis tools, such as Voyant Tools and the GPT-4 language model, made it possible to identify key topics, and visualize the relations between terms. The analysis of the bilateral relations events and the international environment that influenced the subject of Xi Jinping's official rhetoric is offered. The findings show how China positions itself as a responsible major power interested in building a “community with a shared future for mankind” and actively promotes global stability and development. The article also highlights how China uses diplomatic discourse to strengthen its strategic alliances, particularly with Russia, to manage complex relations with the US and the EU and to respond to global challenges, particularly Russia’s war in Ukraine.

FROM LIBERAL PEACE TO LOCAL PEACE: TRANSDISCIPLINARY THEORETICAL APPROACHES

Abdelhamid FAIZ, Anass BEN-CHEIKH, Soufiane EL HAMDAOUI — Wed, 25 Dec 2024 00:00:00 +0000

The peace research turn from approaches of liberal peace to those of post-liberal and local requires an understanding of the conceptual and theoretical foundations on which both of these approaches were built. This paper seeks to overcome the conceptual gaps and cognitive misperceptions between these two approaches. This paper began with a preliminary introduction of the uses of the definition of the concept of peace focusing on studying the intertwined conceptual relationships. In its second phase, this paper will attempt to analyze the levels of interaction between local and liberal peace by showcasing the limitations of the perspectives concerning the liberal practices of peacebuilding. In the third stage, the paper suggests a procedural and conceptual key point for crossing between local and global levels.

POLISH MILITARY DIPLOMACY CONCERNING UKRAINE IN 2022-2024: BETWEEN CENTRISM AND PERIPHERALITY OF DIRECTION

Feliks BARANOVSKYI, Mateusz KAMIONKA, Hanna MELNYK — Wed, 25 Dec 2024 15:48:26 +0000

The article is devoted to a comprehensive study of the approaches, principles, and measures of the political and military leadership of the Republic of Poland in the field of military diplomacy, the importance of which increased in 2022-2024, when the Russian Federation carried out a large-scale invasion of Ukraine, which changed the hybrid war into a modern total war. The research methodology is based on objectivity and historicism, within which the principles of generalization, analysis and synthesis, statistical method, as well as retrospective and systemic approaches were applied. The article for the first time comprehensively reflects the main practical approaches and decisions of Polish political, diplomatic, and military leaders against the background of geopolitical, geo-economic, and socio-cultural processes in Eastern Europe at the present stage. Having understood the Russian threat, the Polish political leadership chose the path of resistance in the diplomatic, military, and economic spheres. The diplomacy of official Warsaw operated within the framework of Polish strategic interests, the intentions of leading NATO countries in Central Europe, and Ukrainian national interests. It has been determined that as a result of the influence of the alliance, represented by Washington and Berlin, which is based on an unnatural reaction to the Russian information attack on the use of nuclear weapons and refusal to openly confront the axis of evil (Russia, North Korea, Iran and its proxy, China), Polish politicians are gradually avoiding placing the Ukrainian case in the center of security structures, leaning towards classifying it as peripheral. This change in the approaches of the Polish leadership is caused by the demands of the allies, who fear the transformation of the Russo-Ukrainian War from a local one to a regional one.

POLITICAL AND INSTITUTIONAL STABILITY AS A PREREQUISITE FOR NORTH MACEDONIA TO ACHIEVE THE SUSTAINABLE DEVELOPMENT GOALS OF THE UNITED NATIONS

Marjan GJUROVSKI, Sanja JELISAVAC TROŠIĆ, Mitko ARNAUDOV — Wed, 25 Dec 2024 16:15:02 +0000

Small states, such as North Macedonia, in contemporary and globalized international relations, face security challenges and threats that cannot be managed by traditional national defense and security infrastructure. In fact, small states in contemporary international relations face risks that require strong institutional frameworks, political stability and predictable and comprehensive strategies, instead of military doctrines, war tactics and huge military forces with heavy weapons. Pervasive corruption, institutional weakness and political instability are the leading internal security challenges for transitional and small states, such as North Macedonia. In this context, on the case study of North Macedonia, this paper will analyze peace, justice and strong institutions, as a prerequisite for internal political and social stability, as well as an important instrument in the process of realizing the United Nations Sustainable Development Goals (UN SDGs). This study will show the interconnection and conditionality between the stable political and institutional framework and the process of realization of the aforementioned global goals. Specifically, using the example of North Macedonia, the study will show that the Macedonian authorities must include individuals, community, internal and transnational security, and multidimensional factors, including the environment, global security, and non–state actors, as a focal point in establishing a new approach for effectively dealing with contemporary and emerging global, regional and local challenges, including achieving the UN SDGs.

BALANCE OF POWER AND REGIONAL COMPLEXITIES: NAVIGATING THE SECURITY DILEMMA IN THE BLACK SEA REGION

Teya RADEVA — Wed, 25 Dec 2024 17:22:31 +0000

This article elaborates on the theoretical framework of the security dilemma concept through the lenses of regionalism by applying it to the geopolitical dynamics of the Black Sea region. The overall purpose of this study is to examine the strategic perceptions of the major regional actors and their impact on Eastern European security architecture. It explains how the parties' behavior, indirectly involved in strategic competition and seeking to maximize their own security, unintentionally exacerbates regional tensions. Through empirical evidence and theoretical analysis, the research provides a deep understanding of the balance of power and the security challenges in this strategically significant area.

EUROPEAN ELECTIONS IN THE SLOVAK REPUBLIC (2004–2019): BETWEEN WEST AND EAST

Yevheniy HAYDANKA — Wed, 25 Dec 2024 17:40:42 +0000

The year 2024 will celebrate the 20th anniversary of Slovakia’s European membership. However, the country has continually displayed the lowest interest in European politics – the turnout in the European elections is only roughly 18%. Moreover, the Slovaks’ confidence level in the European Parliament ranges from 50% to 70%. The “Second-Order Elections” theory only partially accounts for the causes of the low turnout in “European elections”. The electoral differentiation between the western (capital) Bratislava region (preferences for liberals and social democrats) and the eastern Slovak Prešov region (Christian democrats and populist conservatives) showed differences in the European orientation of the Slovak voter. The results of four elections to the European Parliament (2004–2019) confirmed the electoral cleavage between the western and eastern regions. Since the powerful Slovak parties frequently vary in their level of Euro-optimism/Euro-pessimism to obtain more significant electoral benefits (ĽS-HZDS, SMER-SD, OĽaNO). To comprehend the nuances of Slovak voters’ electoral behaviour, it is reasonable to determine the public aspects of Euro-optimism/Euro-pessimism in Slovak regions at different geographical extremities. The students’ political socialization in the Bratislava and Prešov regions demonstrated the delegitimization of parties as political institutions and the highest level of mistrust in Slovak politicians. In this light, Slovak voters began to search for “new faces” in politics. The Prešov region displays unconditional trust for regional politicians (parties) (63%). According to the survey findings, we observe the disparity in confidence in social institutions: public organizations in Bratislava versus the church in Prešov. We believe that the level of conservatism, rather than specific party ideologies, is the primary factor influencing individuals’ perceptions of European politics.

THE RISE OF THE FREELANCE ECONOMY: A POLICY-FOCUSED APPROACH TO EMPOWERING MEDIA FREELANCERS IN THE UAE

Suzana DZAMTOSKA-ZDRAVKOVSKA , Sabir HAQUE, Puja MAHESH — Wed, 25 Dec 2024 18:18:29 +0000

High-quality freelance media professionals are currently in high demand and stand for years to come. The difficulties faced by media professionals in the wake of the COVID-19 pandemic have led to new job openings where innovation can freely express itself in the marketplace.

Media professionals have never had a better chance to operate autonomously as independent contractors, freely supplying the market with their creative talents. Even if there were freelancing jobs before the COVID-19 outbreak, the confining scenario has created many new self-employment opportunities. With more independent workers emerging every year, freelancing has become a global trend.

The United Arab Emirates (UAE), with its unique approach, is no exception to this global trend. The government is consistently paving new paths for independents, and networks of these entities are expanding both nationally and internationally, making the UAE a fascinating case study in the world of freelancing.

This study employs a qualitative research approach, focusing on policy analysis. This paper's primary data sources are government policies, laws, regulations, and reports that address various aspects of freelancing within the media sector in the UAE. These sources are gathered from governmental sites, legal databases, and associated publications.

By exploring the UAE's government policy, laws, and regulations on the freelance workforce, the advantages and disadvantages of freelancing, and the future of freelance media workers in the UAE, this research determines the present and future states of freelance media workers in the UAE.

EXAMINING MEDIA FREEDOM IN ALBANIA: A CRITICAL REFLECTION

Ivana GJELOSHAJ, Mirela ALHASANI (DUBALI) — Wed, 25 Dec 2024 18:45:44 +0000

This paper delves into the critical media freedom situation in Albania. Acknowledged now as the fourth pillar of democracy, media not only is crucial in informing the citizens but also acts as a watchdog by holding the authorities in power accountable and protecting democratic principles. Despite the several obstacles that media has faced in Albania dating back to the Ottoman era and exacerbated by the communist regime that lasted for almost half a century, the Albanian media started to flourish during the transition era, nevertheless facing persistent challenges when it came to media freedom. Through qualitative and quantitative data, this paper examines the contemporary state of media in Albania by emphasizing its effect on the country’s democracy. While a robust legal and institutional framework for media freedom exists, its implementation in the case of Albania remains deficient, and that has resulted in numerous violations throughout the years. The widespread cases of self-censorship among journalists coupled with the political and economic interest of media owners, have further exacerbated the issue. The attempts made by the Albanian government to control media outlets with new laws and institutions have been scrutinized by international bodies as well. Overall, the aim of this research is not only to merely analyze the state of media freedom in Albania but also to bring more attention to this urgent situation which is threatening democratic principles in the country.

SOCIAL MEDIA AND FREEDOM OF EXPRESSION: A SURVEY ON UNIVERSITY STUDENTS IN TURKEY

Dikran M. ZENGINKUZUCU — Wed, 25 Dec 2024 19:18:58 +0000

Freedom of expression is one of the most important foundational elements of individual realization and democratic society. Social media is the current most preferred and primary form of communication for young people. Social media is thus a crucial component of young people's freedom of expression. On the other hand, social media offers a platform for disinformation, violations of privacy and hate speech. This survey aims to explore how young people exercise their freedom of expression and how they respond to abuses on social media. For this purpose, a questionnaire survey with Turkish university students is used in conjunction with an in-depth interview technique. The research will collect data on the familiarity of students about the definition and content of the freedom of expression, and use of social media by students, and the findings will be analyzed with the results of in-depth interviews.

EXPLORING THE ROLE OF AI IN CUSTOMER SERVICE COMMUNICATION A CASE STUDY ON CHATBOTS IN DELIVERY APPS IN UAE

Hassan MUSTAFA — Wed, 25 Dec 2024 19:59:48 +0000

This research covers the adoption of AI within the customer service communication domain, focusing on the effectiveness of AI chatbots used in delivery applications within the United Arab Emirates. It probes into the user's interaction with several leading delivery services operating within the region, such as Talabat, Zomato, and Deliveroo. The application of AI chatbots has been considered a popular way to promote customer support through the possibility of speed and efficiency, especially in handling inquiries and resolving basic issues. However, users' perception of the efficacy of chatbots remains mixed, and levels of satisfaction vary greatly.

Data were collected from 58 delivery application users to get a better understanding of these experiences. Results show that while many users appreciate the speed of chatbots when resolving order issues, significant challenges persist. These include irrelevant/incorrect responses, overall limited functionality, and difficulty in managing complex queries. These conditions highlight the areas of vital concern where improvement in the chatbots is urgently needed, at least in terms of understanding context, personalization, and even response accuracy.

The research then outlines recommendations that can be taken to reduce these shortcomings. Increasing the chatbot's ability to understand the user's intent, making the interaction more human-like and empathetic, and personalization in responses based on particular users' preferences would be considered key ways to increase customer satisfaction. Moreover, enhanced NLP might help chatbots capture incomplete or colloquial inputs of users more accurately, hence leading to smoother, more effective communication.

However, although this study has been useful in providing a variety of insights, some of the accompanying limitations include: the limited sample size of 58 respondents prohibits generalizing such findings to the whole population, and the focus on just three specific delivery platforms limits the scope of the study. This research furthers the new understanding of AI chatbot adoption in the delivery industry and lays a foundation for further investigations.

Food delivery services can, therefore, develop improvements regarding the identified challenges, enhance user experience, instill trust in chatbot technology, and consequently guarantee customer loyalty. This study has underlined the need to balance automation with user-centered design to ensure AI solutions meet shifting consumer expectations within a more digitized world today.