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All Journal International Journal of Electrical and Computer Engineering TELKOMNIKA (Telecommunication Computing Electronics and Control) Bulletin of Electrical Engineering and Informatics CommIT (Communication & Information Technology) Bulletin of Electrical Engineering and Informatics Bulletin of Electrical Engineering and Informatics Proceeding of the Electrical Engineering Computer Science and Informatics Journal on Education Jurnal Pendidikan dan Konseling Syntax Idea Jurnal Informasi dan Teknologi Indonesian Journal of Electrical Engineering and Computer Science
Sfenrianto Sfenrianto
Bina Nusantara University
Aerospace Engineering Agriculture, Biological Sciences & Forestry Automotive Engineering Chemical Engineering, Chemistry & Bioengineering Computer Science & IT Education Electrical & Electronics Engineering Engineering Languange, Linguistic, Communication & Media Mathematics Other

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Journal : CommIT (Communication

 1 
Evaluation of Customer Satisfaction on Indonesian Banking Chatbot Services During the COVID-19 Pandemic Jeffrey Arief Mulyono; Sfenrianto Sfenrianto
CommIT (Communication and Information Technology) Journal Vol. 16 No. 1 (2022): CommIT Journal
Publisher : Bina Nusantara University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21512/commit.v16i1.7813

Abstract

The new normal lifestyle during the COVID-19 pandemic encourages every individual to change their behavior towards digital transformation. A banking chatbot is one of the financial technologies promoted by the banking industry to meet the needs of its customers during the pandemic. However, there is still a gap between the quality of the developed chatbot service and customer expectations. The research is conducted to evaluate the factors that affect customer satisfaction with Indonesian banking chatbot services during the COVID-19 pandemic. Data are collected through filling out questionnaires by 222 respondents using the snowball sampling technique. Only 100 respondents are selected and fit into the research criteria consisting of them who domicile in the JABODETABEK area and experience using Indonesian banking chatbot services. The number of respondents used as many as 100 people is also determined based on the ten times rule method and Slovin method. The variables analyzed in the research are system quality, information quality, service quality, trust, perceived value, situational factor, and personal factor. Each variable is observed for its effect on the intention to use and customer satisfaction in using Indonesian banking chatbot services. Then, the obtained data are analyzed using PLS-SEM. The results indicate that system quality, service quality, and information systems significantly positively affect customer satisfaction using Indonesian banking chatbot services. Moreover, information quality and personal factor also affect intention to use Indonesian banking chatbot services significantly and positively. The results are expected to recommend the banking industry to develop banking chatbot services to increase customer satisfaction and intention to use banking chatbot services.
Factors on Mobile Application User Satisfaction in the Largest Indonesian Internet Service Provider (ISP) Yashella Tirana; Sfenrianto Sfenrianto
CommIT (Communication and Information Technology) Journal Vol. 17 No. 2 (2023): CommIT Journal
Publisher : Bina Nusantara University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21512/commit.v17i2.8518

Abstract

Many users complain about using the largest mobile Internet Service Provider (ISP) application in Indonesia, MyIndihome, such as difficulties in verifying, logging in, and changing cell phone numbers and emails. With these complaints, the satisfaction of the MyIndihome application users decreases. The research aims to determine the effect of information quality, system quality, service quality, ease of use, usefulness, and chatbot effectiveness on user satisfaction with MyIndihome. Chatbot effectiveness is a novelty of the research because it has not been studied in previous research. The research applies a quantitative approach. Then the sampling technique used is probability sampling, and the method is simple random sampling with 417 respondents. Data collection techniques are carried out by distributing online questionnaires, and the data are statistically processed with SmartPLS and analyzed by Structural Equation Model (SEM). After carrying out several stages of testing from validity tests, reliability tests, and structural models, the results show that information quality, system quality, ease of use, usability, and chatbot effectiveness have a significant effect on user satisfaction. However, the service quality has no effect. These results can help companies to increase user satisfaction with the MyIndihome application. They can increase the variables that influence user satisfaction with the MyIndihome application.
Co-Authors Aida Fitriyani Akbar, Habibullah Aries Susanto Bayu Nugraha Betty Yel, Mesra Darren Kent Jeremy Dyan Rachmatullah Edward Adi Gunawan Wang Harry Setiawan Jeffrey Arief Mulyono Melva Hermayanty Saragih Mochamad Wahyudi Novi Irianty Gultom Piyan Piyan Sunu Sugi Arso Tantrisna, Ellen Yashella Tirana