Article Per Year (5 Year)
p-Index From 2021 - 2026
1.94
P-Index
This Author published in this journals
All Journal CommIT (Communication & Information Technology) Binus Business Review ComTech: Computer, Mathematics and Engineering Applications Journal of Applied Engineering and Technological Science (JAETS) Business Economic, Communication, and Social Sciences Journal (BECOSS) Engineering, Mathematics and Computer Science Journal (EMACS) Prosiding Seminar Nasional Sisfotek (Sistem Informasi dan Teknologi Informasi)
Arta Moro Sundjaja
Bina Nusantara University
Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Electrical & Electronics Engineering Engineering Industrial & Manufacturing Engineering Mathematics

Published : 14 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 14 Documents
Search

 1   2 
Chatbot Quality and Its Impact on User Satisfaction and Continuance Usage Intention in the Indonesian Banking Industry Angela Irena; Sabrina Tiffany; Tobias Benito Aripradono; Arta Moro Sundjaja
CommIT (Communication and Information Technology) Journal Vol. 20 No. 1 (2026): CommIT Journal (in press)
Publisher : Bina Nusantara University

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

The research aims to investigate the role of chatbot quality in influencing user satisfaction and continuance usage intention within the Indonesian banking industry. The research is among the first to apply Expectation Confirmation Theory (ECT) to chatbot usage in the Indonesian banking industry and offers a novel integration of chatbot quality dimensions within the framework. A quantitative explanatory method is adopted, and a purposive sampling method is used to collect 347 valid responses via an online structured questionnaire. Data analysis is conducted using Partial Least Squares-Structural Equation Modeling (PLSSEM) with a focus on reflective-formative evaluation, bootstrapping for hypothesis testing, PLS-Predict for out-of-sample predictive performance, and Importance-Performance Analysis (IPMA) for managerial insights. The results show that chatbot quality significantly enhances both perceived usefulness and confirmation to subsequently reinforce user satisfaction and continuance usage intention. Satisfaction is identified as the strongest predictor of continuance usage. Meanwhile, chatbot disclosure does not have a significant impact on perceived quality, and it reflects the gap between transparency efforts and user perception. The observations underline the importance of designing chatbots that are responsive, context-aware, and linguistically adaptive specifically in the diverse communication landscape of Indonesia. The research contributes to the growing body of knowledge on AI-driven customer service technologies in emerging markets by offering practical implications for chatbot implementation in the financial sector. The identification of critical determinants of chatbot success also leads to the provision of insights for banks to enhance digital engagement, foster trust, and ensure long-term usage through optimized conversational experiences.
Mapping the Evolution of AI Chatbots in Indonesia (2021-2025): A PRISMA-Based Systematic Literature Review on Applications, Technologies, and Impacts Antonius Felix; Arta Moro Sundjaja; Julius Sutrisno; Nanang Suryadi
Engineering, MAthematics and Computer Science Journal (EMACS) Vol. 8 No. 1 (2026): EMACS
Publisher : Bina Nusantara University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21512/emacsjournal.v8i1.14942

Abstract

The rapid development of artificial intelligence has accelerated the adoption of chatbots in organizations in Indonesia. But there is no systematic synthesis of the development of this technology in Indonesian context. This research provides a systematic review of the development and implementation of AI chatbots in Indonesia in 2021–2025, with the aim of filling the research gap related to sectoral applications, technological trajectories, and contextual challenges. A systematic literature review was conducted following the PRISMA 2020 guidelines on the Scopus, Google Scholar and arXiv databases to collect 257 initial records. After duplicate removal and a multi-step screening process, 16 high-quality studies were included in the final synthesis. Thematic analysis identified four main findings: (1) AI Chatbots are found in higher education, healthcare, banking, public services, fintech, e-commerce, and SMEs; (2) The technology has evolved from rule-based approaches (AIML, TF-IDF) to machine learning (Seq2Seq LSTM, Rasa+IndoBERT) and the latest large language model integration (GPT-3.5, Vertex AI); (3) Reported impacts include improved user satisfaction (SUS scores 80.1), operational efficiency, and 24/7 service availability; and (4) Existing challenges include accuracy in Indonesian language processing, complexities in system integration, data privacy issues, and varied levels of digital literacy. This review is the first systematic mapping of Indonesia’s AI chatbot landscape and makes evidence-based recommendations for the development of locally-adapted, culturally-sensitive models. Results show that future chatbot development should emphasize Indonesian language datasets and hybrid architectures that combine automation and human oversight.
How Hedonic Motives and Impulsive Shopping Tendencies Shape Gen-Z Online Shopping Behavior Antonius Felix; Arta Moro Sundjaja; Yuvaraj Ganesan; Akbar Lufi Zulfikar
Business Economic, Communication, and Social Sciences Journal (BECOSS) Vol. 8 No. 1 (2026): BECOSS
Publisher : Bina Nusantara University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21512/becossjournal.v8i1.15603

Abstract

This study aims to determine the effect of hedonic motives on the online shopping behavior of Generation Z consumers in Shopee Mall, Jakarta with impulsive shopping tendencies (IST) as a mediating variable. A quantitative cross-sectional survey was conducted based on the Stimulus-Organism-Response (S-O-R) theory and the Theory of Planned Behavior (TPB). A total of 155 valid respondents were selected by purposive sampling. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) via SmartPLS 4.1.1.5. The measurement model demonstrated adequate convergent validity (outer loadings 0.722–0.840; AVE > 0.50), discriminant validity (HTMT criterion; Henseler et al., 2015), and composite reliability (0.842–0.873). Structural model results indicate that hedonic motives significantly and positively influence impulsive shopping tendencies (β = 0.518, p < 0.001) and online shopping behavior directly (β = 0.395, p < 0.001). Impulsive shopping tendencies also significantly predict online shopping behavior (β = 0.367, p < 0.001). The combined model explains 44.1% of variance in online shopping behavior. These findings confirm the partial mediation role of impulsive shopping tendencies in the hedonic motives–online shopping behavior relationship. The study contributes theoretical extensions of S-O-R to premium e-commerce platforms and provides practical implications for platform operators seeking to leverage hedonic engagement while promoting responsible consumption among young consumers.
Analysis of the Influence of Motivational Factors and Barriers on Continuance Intention of Mobile Banking Usage in Indonesia Jessica Tania; Arta Moro Sundjaja
Business Economic, Communication, and Social Sciences Journal (BECOSS) Vol. 8 No. 1 (2026): BECOSS
Publisher : Bina Nusantara University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21512/becossjournal.v8i1.15731

Abstract

Mobile banking adoption in Indonesia has grown rapidly alongside increasing digital literacy. Yet, most prior studies have focused on initial adoption drivers, leaving a research gap in understanding the continuance intention (IU) of users who are already familiar with mobile banking. This study addresses that gap by applying Dual Factor Theory to analyze how Perceived Ease of Use (PU), Reward (RW), Risk Barrier (RB), and Image Barrier (IB) influence IU among Indonesian mobile banking users. Data were collected through an online questionnaire, and 300 valid responses were analyzed using Partial Least Squares Structural Equation Modeling (PLS‑SEM). The measurement model confirmed that all constructs were valid and reliable, with strong indicator loadings. The results show that motivational factors (PU and RW) have positive and significant effects on IU, whereas barrier factors (RB and IB) exhibit weaker or insignificant effects. These findings emphasize that in the post‑adoption stage, user motivation, particularly ease of use and incentives, is more dominant in sustaining continuance intention than barriers such as risk or negative image. This provides new insights compared to earlier studies that emphasized barriers as critical obstacles, demonstrating that in a mature digital environment like Indonesia, barriers lose relevance while motivational factors prevail. This research contributes theoretically by refining the application of Dual Factor Theory to the context of mobile banking continuance, showing that its effectiveness is stage-dependent. Practically, the study suggests that banks should prioritize enhancing usability and maintaining attractive reward programs to strengthen user loyalty, rather than focusing solely on reducing barriers.
Co-Authors Abdinagoro, Sri Bramantoro Akbar Lufi Zulfikar Andika Pratama Angela Irena Antonius Felix Antonius Felix Bahtiar S. Abbas Dery Remmy Lardo Ford Lumban Gaol Giovanka Savina Gladys Valentina Arisanto Jessica Tania Julius Sutrisno Nanang Suryadi Nilo Legowo Ong Alexander Ang Ricky Adrian Gunawan Sabrina Tiffany Sarah Fatimah Thomas Hardianto Tobias Benito Aripradono Veronica Veronica Yudhi Kristianto Yuli Yuli Yuvaraj Ganesan