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All Journal INFORMASI ETTISAL Journal of Communication PRofesi Humas Jurnal Komunikasi Ikatan Sarjana Komunikasi Indonesia Jurnal ASPIKOM JTP - Jurnal Teknologi Pendidikan Jurnal JTIK (Jurnal Teknologi Informasi dan Komunikasi) Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences COMMENTATE: Journal of Communication Management Ilomata International Journal of Social Science International Journal of Science and Society (IJSOC) Journal of Social And Economics Research Mamangan Social Science Journal INJURITY: Journal of Interdisciplinary Studies Journal Research of Social Science, Economics, and Management Mediator: Jurnal Komunikasi SOSIO KONSEPSIA: JURNAL PENELITIAN DAN PENGEMBANGAN KESEJAHTERAAN SOSIAL Jurnal Kepariwisataan: Destinasi, Hospitalitas dan Perjalanan Jurnal Spektrum Komunikasi journal of social and economic research Edumaspul: Jurnal Pendidikan Jurnal Ilmu Komunikasi dan Bisnis
Boer, Rino Febrianno
Institut Komunikasi Dan Bisnis LSPR
Religion Arts Humanities Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Materials Science & Nanotechnology Public Health Social Sciences Other

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The Effect of the Implementation of “Veronika” Virtual Assistant Chatbot on Customer Experience and Satisfaction in Using Telkomsel Service Zakaria, Muchammad Hatta; Boer, Rino Febrianno
Budapest International Research and Critics Institute-Journal (BIRCI-Journal) Vol 5, No 4 (2022): Budapest International Research and Critics Institute November
Publisher : Budapest International Research and Critics University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33258/birci.v5i4.7071

Abstract

Technology development creates new media so humans can communicate with chatbots to meet the need for information. All customer needs, from submitting customer complaints to service access, can be done quickly using a chatbot. Currently, in Indonesia, several large companies have adopted chatbots to make it easier for customers to get customer service on a self-service basis or without human assistance. This study aims to analyze the effect of Veronika's chatbot implementation on self-service technology experience and the effect of self-service technology experience on self-service technology satisfaction in Telkomsel. This study uses a quantitative approach with a survey method. The results show that customer experience using chatbots is significantly influenced by perceived usefulness when interacting with Veronika's chatbot. This experience significantly influences customer satisfaction in using Telkomsel services.
Co-Authors alifha, fatima Alisya, Vidya Amanda, Novia Arroisi, Akrom Arsita Putri, Ni Putu Mahesa Athaya, Nabila Dewi Ayu, Reina Amerya Basir, Yulinda Cristy, Rachel Dea Riyana Wahyuni Dwiastuti, Winda Ernungtyas, Niken Febrina Fahira Syifa Machfudz Femmy, Femmy Harjoko, Ivone Joevi Roedyati Kharisma Citra Kusumadewi, Rr. Indrawati Napitupulu, Jonathan Nicky Wongso Niken Febrina Ernungtyas Nizvi Varra Azqiya Nurhayati, Sharfina Nurifai, Salsabila Hanoum Qadrifa, Sabrina Sofi Radilatujani, Almer Rochmah Sri Lestari Rudi Sutanto, Rudi Vininda Aulia Windy Melliani Mandari Wulan Dewi, Hasandra Wulan Yulianti Yahya, Marsha Edwina Zakaria, Muchammad Hatta