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All Journal Jejak digital: Jurnal Ilmiah Multidisiplin
Arina Iftiani
Universitas Islam Sultan Agung
Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Social Sciences Other

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Pengaruh Kualitas Layanan Chatbot GoPay terhadap Kepuasan dan Kepercayaan Pengguna pada Mahasiswa UNISSULA Semarang Muhammad Didan Naufal; Arina Iftiani; Fikri Shofin Mubarok; Dian Marhaeni Kurdaningsih
Jejak digital: Jurnal Ilmiah Multidisiplin Vol. 2 No. 4 (2026): JUNI-JULI
Publisher : INDO PUBLISHING

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63822/md31k973

Abstract

The development of digital technology has encouraged the use of chatbots as customer service tools in digital financial applications, including GoPay. This study aims to examine the influence of user satisfaction and trust on the quality of GoPay chatbot services among UNISSULA Semarang students. A quantitative approach was employed through a survey of 100 students who had used the GoPay chatbot. Data were analyzed using IBM SPSS Version 27. The results indicate that both user satisfaction and trust have a positive and significant effect on chatbot service quality. Simultaneously, these variables explain 71.9% of the variation in chatbot service quality. The findings suggest that chatbot service quality is influenced not only by system performance but also by users’ satisfaction and trust in digital services
Co-Authors Fikri Shofin Mubarok Kurdaningsih, Dian Marhaeni Muhammad Didan Naufal