Article Per Year (5 Year)
p-Index From 2021 - 2026
1.789
P-Index
This Author published in this journals
All Journal Journal of Business Strategy and Execution Journal The Winners Syntax Literate: Jurnal Ilmiah Indonesia Dinasti International Journal of Education Management and Social Science Interdisciplinary Social Studies ASEAN Marketing Journal Journal of Indonesian Economy and Business Business and Entrepreneurial Review Eduvest - Journal of Universal Studies
Pantri Heriyati
Faculty of BINUS BUSINESS SCHOOL, BINUS UNIVERSITY, JWC Campus, Jl. Hang Lekir I No. 6, Senayan, Jakarta 12120
Aerospace Engineering Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Neuroscience Public Health Social Sciences Other

Published : 11 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 11 Documents
Search

 1   2 
The Impact of AI-Based Chatbot Customer Service on Customer Loyalty: The Mediating Role of Customer Satisfaction, Customer Engagement, and Perceived Service Efficiency at Bank X Widayanti, Desca; Mahamita, Mikke; Anggraeni, Yulfita Nurul; Heriyati, Pantri
Dinasti International Journal of Education Management and Social Science Vol. 7 No. 1 (2025): Dinasti International Journal of Education Management and Social Science (Octob
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijemss.v7i1.5504

Abstract

AI-based chatbot services are believed to be one of the channels that can enhance customer loyalty in the banking sector. This research aims to investigate the impact of implementing AI-based customer service chatbots at State-Owned Bank X on customer loyalty, with customer satisfaction, engagement, and perceived efficiency acting as mediating variables. This study applies a quantitative cross-sectional method by collecting both descriptive and empirical data through surveys, in which questionnaires were distributed to respondents. The research population consists of customers of State-Owned Bank X, totaling 154 million. The sample was selected using a purposive sampling technique, targeting existing customers who use the AI-based chatbot service, resulting in 430 valid responses collected between October and November 2024. The data collected were analyzed using the Partial Least Squares Structural Equation Modeling (PLS-SEM) method. This study is expected to demonstrate that customer satisfaction, customer engagement, and perceived efficiency function as mediators in the relationship between chatbot usage and customer loyalty. The mediating roles of customer satisfaction, engagement, and perceived efficiency are anticipated to significantly contribute to improving customer loyalty through the use of AI-based chatbots. Therefore, it is essential for the company to strategically integrate and manage AI-based chatbot services, along with customer satisfaction, engagement, and perceived efficiency variables, in every chatbot implementation to achieve the goal of enhancing customer loyalty.
Co-Authors Amalia, Listia Ananda, Artha Sejati Andhini, Grasheli Kusuma Andreas Hutahaean, Nathanael Anggraeni, Yulfita Nurul Antonio, Louis Asnan Furinto Chandrawatisma, Chodilis Erick Yustinus Fanandi, Rizal Helga Sutan Firmansyah, Almira Gumilang, Aulia Hadiputra, Deddy Kusuma Hasiru, Annisa Sakti Heruwasto, Ign Hutadjulu, Dicky Maryoga Mahamita, Mikke Mohammad Ichsan, Mohammad Mursitama, Tirta Nugraha Napitupulu, Eka Paramita, Ratna Dewi Ria, Esther Sari Wahyuni Selamet, Thamrin Septi Septi Setiyono, Agus Eko Soliman, Mohammad Widayanti, Desca Wulandari, Desty Kusuma Zahra, Dina Az-