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All Journal JSMA (Jurnal Sains Manajemen dan Akuntansi) Journal of Business and Management Inaba
Agus Supriyanto
Universitas Islam Negeri Sunan Kudus
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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The Role Of User Satisfaction In Influencing The Quality Of Information And Shopee Chatbot Services On Continuation Intention Ulil Albab; Agus Supriyanto
Journal of Business and Management Inaba Vol. 5 No. 1 (2026): Volume 5 Number 1, June 2026
Publisher : Universitas Indonesia Membangun (Inaba)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56956/hptz0b33

Abstract

This study aims to analyze the effect of information quality and service quality of the Shopee chatbot on users' continuance intention with user satisfaction as a mediating variable. This research employed a quantitative approach using primary data collected through questionnaires distributed to 160 Shopee users in Kudus Regency who had used the Shopee chatbot service. The sampling technique used purposive sampling, while data analysis was conducted using Structural Equation Modeling (SEM) based on Partial Least Square (PLS) with SmartPLS software. The results showed that information quality and service quality have a positive and significant effect on continuance intention. In addition, user satisfaction also has a positive and significant effect on continuance intention. Information quality and service quality were proven to significantly influence user satisfaction. Furthermore, user satisfaction was able to mediate the relationship between information quality and service quality on continuance intention. These findings indicate that accurate information, responsive service, and user satisfaction are important factors in increasing users' intention to continuously use the Shopee chatbot service. Therefore, improving chatbot performance through better information quality and service quality can strengthen user loyalty toward digital services.
Pengaruh Recommendation Reliability dan Recommendation Accuracy terhadap Adoption Intention melalui AI Technology Trust pada Pengguna Shopee Muhammad Rivaldiansyah; Agus Supriyanto
JSMA Vol 18 No 1 (2026): JSMA (Jurnal Sains Manajemen dan Akuntansi)
Publisher : LPPM Sekolah Tinggi Ilmu Ekonomi STAN IM

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37151/jsma.v18i1.284

Abstract

Perkembangan teknologi artificial intelligence (AI) pada platform e-commerce mendorong perusahaan digital memanfaatkan sistem rekomendasi produk untuk meningkatkan pengalaman pengguna dan efektivitas pemasaran. Penelitian ini bertujuan untuk meneliti dampak recommendation reliability serta recommendation accuracy terhadap adoption intention melalui AI technology trust pada pengguna Shopee. Penelitian ini menerapkan metode kuantitatif dan menggunakan desain penelitian eksplanatori. Pengumpulan data dilakukan dengan menyebarkan kuesioner secara online kepada 140 responden pengguna Shopee yang pernah menggunakan atau melihat fitur rekomendasi produk berbasis AI. Teknik pengambilan sampel menggunakan purposive sampling. Proses analisis data menggunakan teknik Partial Least Squares–Structural Equation Modeling (PLS-SEM) yang didukung oleh perangkat lunak SmartPLS 4. Temuan penelitian menunjukkan bahwa recommendation reliability dan recommendation accuracy berpengaruh positif dan signifikan terhadap adoption intention maupun AI technology trust. Selain itu, AI technology trust juga terbukti memberikan dampak yang positif dan signifikan terhadap adoption intention serta dapat menjadi perantara bagi pengaruh recommendation reliability dan recommendation accuracy pada adoption intention. Hasil penelitian ini diharapkan dapat memperluas kajian mengenai perilaku konsumen digital sekaligus menjadi referensi dalam penerapan teknologi artificial intelligence di bidang e-commerce.
Co-Authors Muhammad Rivaldiansyah Ulil Albab