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All Journal International Journal of Informatics and Communication Technology (IJ-ICT) Journal of Business Strategy and Execution Journal The Winners JAM : Jurnal Aplikasi Manajemen MIX : Jurnal Ilmiah Manajemen Management Analysis Journal Syntax Literate: Jurnal Ilmiah Indonesia JURNAL ILMIAH GLOBAL EDUCATION Sibatik Journal : Jurnal Ilmiah Bidang Sosial, Ekonomi, Budaya, Teknologi, Dan Pendidikan Journal Of World Science
Evi Rinawati Simanjuntak
Faculty Of BINUS BUSINESS SCHOOL, BINUS UNIVERSITY, JWC Campus, Jl. Hang Lekir I No. 6, Kebayoran Baru, South Jakarta 12120
Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Social Sciences Other

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Contagion-Based Chatbot Usage Intention: Synthesizing Technology Adoption And Social Contagion Theory Rumetor, Meilisa; Thea Sajow, Gabriela; William Niode, Daniel; Rinawati Simanjuntak, Evi
Journal of World Science Vol. 3 No. 2 (2024): Journal of World Science
Publisher : Riviera Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58344/jws.v3i2.535

Abstract

Chatbots have become transformative technology in the banking industry. However, there is still a knowledge gap in understanding the influence of social contagion on chatbot user behavior. This research aims to identify and analyze the intention to use chatbots based on the synthesis of technology adoption and social contagion theories. The research method used is quantitative, employing a survey approach and collecting data through online questionnaires from 300 chatbot users in private banks in Manado. Data analysis was conducted using smartPLS. The research results indicate that factors such as Perceived Effectiveness, Perceived Ease of Use, and Coercive Pressure significantly influence users' intention to continue using chatbots. However, normative pressure and mimicry do not have a significant impact. These findings provide an important contribution to theoretical understanding and practical application in the sustainable use of chatbots in the banking industry, which can assist banks in designing more effective marketing strategies and services.
The Influence of Customer Satisfaction and Moderation Role of Customer Trust in the Relationship to Customer Loyalty in Digital Banking Paramadana, Satya; Anthony, Benrik; Az, M. Fariduddin; Simanjuntak, Evi Rinawati
Syntax Literate Jurnal Ilmiah Indonesia
Publisher : Syntax Corporation

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36418/syntax-literate.v10i5.58462

Abstract

This research explores how customer trust influences the connection between satisfaction and loyalty, as reflected in share-of-wallet (SOW) and word-of-mouth (WOM) within the context of digital banking. This is done primarily in Indonesia, where digital banking is flourishing, and the study conducted is scarce. A quantitative approach was adopted, utilizing purposive sampling to gather responses from 278 Indonesian digital banking users. The PLS-SEM approach was used to analyze the relationships between key variables through structural equation modeling (SEM). The research revealed that customer satisfaction is significantly affected by factors such as ease of use, service innovation, and the perceived advantages of a product. Additionally, it demonstrated that customer satisfaction significantly affects both the proportion of a customer’s spending and word-of-mouth recommendations. However, contrary to expectations, the study found no evidence that trust moderates the link between satisfaction and share-of-wallet (SAT-SOW) or satisfaction and word-of-mouth (SAT-WOM) within the digital banking sector. This research expands knowledge in the field of digital banking marketing and builds upon prior studies focused on customer-centric service marketing. The study presents a framework that identifies the value associated with SOW and WOM in a modern digital banking service. These findings are beneficial for digital banks, as they can use them to refine their strategies and operations with a customer-centric approach. This, in turn, can help them build lasting, profitable customer relationships and enhance their long-term retention.
Co-Authors Adela Diovany Anthony, Benrik Asnawir, Muh Asri, Damayanti Kurnia Az, M. Fariduddin Billah, Muhammad Kafa Debora Kandouw, Dominic Fadhiil, Mahmud Ferrel Enoch Ibrahim Gabriella Karouwan, Nadya Galuh Puspitarani Sudaryono, Noverinda Hardi, Indah Oktaviani Hartono, Phebie Carissa Levia, Marleen Maki, Ahmad Marcellina Elfrida Laksmana Panjaitan, Donna Paramadana, Satya Pratama, Rendy Setya Priyana, Cynthia Susanty Rumetor, Meilisa Syarifah Syarifah, Syarifah Tamtomo, Jani Thea Sajow, Gabriela Victorina Rosette Mantik, Tirza William Niode, Daniel