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All Journal Jurnal Penyuluhan Journal of Animation & Games Studies JMM (Jurnal Masyarakat Mandiri) SEIKO : Journal of Management & Business Journal of Humanities and Social Studies Abdimas: Jurnal Pengabdian Masyarakat Universitas Merdeka Malang Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences Narada : Jurnal Desain dan Seni Jurnal Ekonomi Action Research Literate (ARL) Prosiding Konferensi Nasional PKM-CSR Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi) eProceedings of Management El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam Jurnal Penelitian Pendidikan Indonesia SITEKNIK: Sistem Informasi, Teknik dan Teknologi Terapan Journal of Ekonomics, Finance, and Management Studies
Mochamad Yudha Febrianta
Universitas Telkom
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Journal : El-Mal: Jurnal Kajian Ekonomi

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Pengaruh Empathy Response, Anonymity, dan Customization terhadap Customer Trust pada Chatbot Customer Service Tokopedia Tegar Faiqul Hamman Basuki; Mochamad Yudha Febrianta
El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam Vol. 5 No. 9 (2024): El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/elmal.v5i9.4150

Abstract

Artificial intelligence (AI) technology has grown rapidly in customer service, including AI chatbots. Tokopedia has adopted an AI chatbot for customer service, but there are still many users who do not trust it because it lacks reliability. This study aims to examine the effect of AI chatbot dimensions on customer trust in Tokopedia, focusing on the variables of empathy response, anonymity, customization, and interaction. This research is quantitative using descriptive and causal methods, involving 437 Tokopedia user respondents through structured questionnaires. Data analysis using the SEM-PLS model with SmartPLS. The results show that empathy response, anonymity, customization, and interaction have a positive and significant influence on customer trust. In addition, empathy response, anonymity, and customization also have a positive effect on interaction. The suggestion for Tokopedia is to improve the quality of chatbots in providing empathetic responses, such as greeting users, appreciating, and validating their problems. Innovation in the aspects of empathy response, anonymity, customization, and interaction is also important. Future research could explore additional factors that influence customer trust as well as the mediating or moderating effects of certain variables.
Co-Authors Akhmadi Akhmadi Alfrida Wira Kusuma Astuti Andreas Rio Adriyanto Astri Wulandari Athifa Sri Ismiranti Bethani Suryawardani Dandy Marcelino Dandy Marcelino Farrel Adhirajasa Fat’hah Noor Prawita Fat’hah Noor Prawita Fetty Poerwita Sary Galuh Sudarawerti Gandeva Bayu Satrya Husneni Mukhtar Istiqomah Laudza Tsabitul Azmi Setiawan Marcelino, Dandy Milleniartha Moslem Muhammad Hablul Barri Muhammad Indra Muharman Lubis Nadira Ochell Andrea Prawita, Fat’hah Noor Puspawati, Ni Nengah Nitha Rafian Ramadhani Ramadhan, Anka Jelang Shidqi, Farhan Shofia Putri Rhamdani Sri Widianesty Sri Widiyanesti Sukandar, Galang Pramudika Syahrul Robbiansyah Ramadhan Tarandhika Tantra Tegar Faiqul Hamman Basuki Tiara Oktapiani