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All Journal Jurnal Teknologi Informasi dan Ilmu Komputer Sistemasi: Jurnal Sistem Informasi Jurnal Sisfokom (Sistem Informasi dan Komputer) Jurnal Generic Jurnal Abdimas Maduma
Gumay, Naretha Kawadha Pasemah
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Humanities Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Education Electrical & Electronics Engineering Engineering

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Journal : Jurnal Sisfokom (Sistem Informasi dan Komputer)

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The Effect of Chatbot Usage on Customer Satisfaction: A Quantitative Study of Shopee, Tokopedia, and Lazada Using SmartPLS Afrina, Mira; Gumay, Naretha Kawadha Pasemah; Ariani, Ardina; Febriady, Mukhlis
Jurnal Sisfokom (Sistem Informasi dan Komputer) Vol. 14 No. 1 (2025): JANUARY
Publisher : ISB Atma Luhur

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32736/sisfokom.v14i1.2312

Abstract

With the increasing growth of e-commerce, it is important to identify the features available in e-commerce applications that can provide customer satisfaction. One of the features in e-commerce is the chatbot. Chatbots in e-commerce can provide various services to users, such as assistance in product search, ordering, product information, payment processing, customer support, and more. This research aims to analyze and understand how the response quality of each chatbot in e- commerce platforms such as Shopee, Tokopedia, and Lazada affects e-commerce user satisfaction. This study employs a quantitative methodology, integrating data analysis conducted through the SmartPLS 4.1 software. The research results show that the chatbot in Shopee platform has a impact on customer satisfaction. The same goes for chatbot in Tokopedia platform, but there are two variables that do not have a direct impact, there are information quality and waiting time. Meanwhile, chatbot in Lazada platform does not affect customer satisfaction. The findings of this research should reveal new strategies for leveraging chatbot technology to better satisfy customers in e- commerce environments, as well as lay the groundwork for further research on how artificial intelligence can shape customer experiences in the future.
Co-Authors Ahmad Fali Oklilas Al Farissi Ali Ibrahim Ariani, Ardina Dwi Rosa Indah Endang Lestari Ruskan Ermatita - Febriady, Mukhlis Hardini Novianti Iman Saladin B. Azhar Marjusalinah, Anna Dwi Mira Afrina Oky Dwi Nurhayati Purwita Sari, Purwita Rahmat Gernowo Ricy Firnando Sanjaya, M. Rudi Willy, Willy Winda Kurnia Sari Yanto, Dimas Hadi