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All Journal CommIT (Communication & Information Technology) Binus Business Review ComTech: Computer, Mathematics and Engineering Applications Journal of Applied Engineering and Technological Science (JAETS) 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

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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

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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.
Co-Authors Abdinagoro, Sri Bramantoro Andika Pratama Angela Irena Bahtiar S. Abbas Dery Remmy Lardo Ford Lumban Gaol Giovanka Savina Gladys Valentina Arisanto Nilo Legowo Ong Alexander Ang Ricky Adrian Gunawan Sabrina Tiffany Sarah Fatimah Thomas Hardianto Tobias Benito Aripradono Veronica Veronica Yudhi Kristianto Yuli Yuli