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All Journal Jurnal Penelitian Ekonomi dan Bisnis International Journal of Artificial Intelligence Research Jurnal Dinamika Ekonomi dan Bisnis JRB-Jurnal Riset Bisnis Management Studies and Entrepreneurship Journal (MSEJ) Jurnal Manajemen JOURNAL SCIENTIFIC OF MANDALIKA (JSM) Akuntansi Bisnis & Manajemen (ABM) Dinamika Jurnal Manajemen dan Dinamika Bisnis Jurnal Indonesia Sosial Sains Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah
Handy Nur Cahya
Department Of Management, Faculty Of Economic And Business, Universitas Dian Nuswantoro, Semarang
Agriculture, Biological Sciences & Forestry Humanities Astronomy Biochemistry, Genetics & Molecular Biology Chemistry Computer Science & IT Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Electrical & Electronics Engineering Energy Environmental Science Immunology & microbiology Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Materials Science & Nanotechnology Neuroscience Physics Social Sciences Other

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Analisis Behavioral Intention Penggunaan Chatbot AI Shopee Penerapan Model UTAUT2 Fajar Tri Afrilianto; Handy Nur Cahya; Febrianur Ibnu Fitroh Sukono Putra; Imam Nuryanto
Management Studies and Entrepreneurship Journal (MSEJ) Vol. 7 No. 6 (2026): Management Studies and Entrepreneurship Journal (MSEJ)
Publisher : Yayasan Pendidikan Riset dan Pengembangan Intelektual (YRPI)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37385/d5gdkk67

Abstract

Perkembangan teknologi Artificial Intelligence (AI) mendorong platform e-commerce untuk menghadirkan layanan yang lebih cepat dan efisien, salah satunya melalui chatbot AI. Namun, tingkat penerimaan pengguna terhadap teknologi tersebut masih menjadi isu yang perlu dikaji. Penelitian ini bertujuan untuk menganalisis pengaruh Performance Expectancy, Effort Expectancy, Social Influence, Facilitating Conditions, Hedonic Motivation, Price Value, dan Habit terhadap Behavioral Intention pengguna Chatbot AI Shopee pada mahasiswa Universitas Dian Nuswantoro. Penelitian ini menggunakan model Unified Theory of Acceptance and Use of Technology 2 (UTAUT2) sebagai landasan teoritis. Metode penelitian yang digunakan adalah kuantitatif dengan teknik purposive sampling. Data dikumpulkan melalui penyebaran kuesioner secara daring menggunakan Google Form dan secara langsung kepada mahasiswa Universitas Dian Nuswantoro yang pernah menggunakan Chatbot AI Shopee. Jumlah responden yang dianalisis sebanyak 150 orang. Analisis data dilakukan menggunakan metode Partial Least Squares Structural Equation Modeling (PLS-SEM) dengan bantuan SmartPLS. Hasil penelitian menunjukkan bahwa Facilitating Conditions dan Price Value berpengaruh positif dan signifikan terhadap Behavioral Intention. Sementara itu, Performance Expectancy, Effort Expectancy, Social Influence, Hedonic Motivation, dan Habit menunjukkan pengaruh positif, tetapi tidak signifikan terhadap Behavioral Intention. Penelitian ini menyimpulkan bahwa niat mahasiswa untuk menggunakan Chatbot AI Shopee lebih dipengaruhi oleh ketersediaan fasilitas pendukung dan nilai manfaat yang dirasakan dibandingkan faktor-faktor lainnya dalam model UTAUT2.
Optimize Trust to Increase Purchase Intention in Smartphone Samsung Helmi Noor Nugroho; Diana Aqmala; Yohan Wismantoro; Handy Nur Cahya
Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah Vol. 8 No. 9 (2026): Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/alkharaj.v8i9.12997

Abstract

The rapid development of communication technology in the digital era has led to a high public dependence on smartphones. However, Top Brand Index data shows that Samsung's market share in Indonesia decreased by 5% from 2024 to 2026. This study aims to analyze the optimization of trust to increase purchase intention for Samsung smartphones in Central Java Province by examining the direct and indirect effects of customer satisfaction on purchase intention through brand trust and customer trust. This quantitative study utilized a purposive sampling method to collect data via digital questionnaires (Google Form). The respondents consisted of 150 consumers in Central Java who were aged 18 years or older and interested in buying a Samsung smartphone. Data analysis was conducted using Partial Least Squares-Based Structural Equation Modeling (PLS-SEM) through outer and inner model evaluations.
Web-Based Complaint Handling System:A Pre-Post Cohort Evaluation of E-Service Quality Melati Oktafiyani; Etika Kartikadarma; Handy Nur Cahya; Wikan Isthika; Dayangku Azriani binti Awang Ismail
International Journal of Artificial Intelligence Research Vol 10, No 2 (2026): December
Publisher : Universitas Dharma Wacana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29099/ijair.v10i2.1753

Abstract

Customer complaint management remains a critical challenge because fragmented communication channels act as an informational “black box” for consumers, increasing uncertainty and weakening organizational trust. While prior studies focus primarily on technical deployment or post-adoption satisfaction, empirical evidence isolating how system-driven transparency drives trust recovery remains scarce. This study designs and evaluates a web-based Customer Complaint Handling System (CCHS) built on a three-tier Model–View–Controller (MVC) architecture to address this gap. Methodologically, a single-cohort longitudinal pretest–posttest design was executed involving 84 identical participants tracked over two sequential 30-day operational periods. Data were collected using a 20-item instrument covering five dimensions adapted from Electronic Service Quality (E-S-QUAL) and Information Systems Success frameworks. Reliability was confirmed via Cronbach’s alpha (?pre = 0.842; ?post = 0.891). Quantitative tracking revealed highly significant positive shifts across all dimensions (p < 0.001) following system implementation. Notably, Transparency & Information achieved the most substantial growth (? = +3.09; 213.1%), heavily driven by real-time status visibility (? = +3.40), while Satisfaction & Trust increased by +2.44 points (120.8%). Conversely, Fairness & Resolution Quality exhibited bounded improvement (? = +1.10), proving that automated architectures act as operational facilitators rather than replacements for human judgment. These findings demonstrate that digital process visibility operates as an independent driver of trust recovery, offering actionable guidance for digital service governance. 
Co-Authors Ahmad Farih Awwalunnajjah Amalia Nur Chasanah Dayangku Azriani binti Awang Ismail Diana Aqmala Dwi Eko Waluyo Etika Kartikadarma Fajar Tri Afrilianto Fakhmi Zakaria Fariza Amalia Febrianur Ibnu Fitroh Sukono Putra Fitria Kurnia Sari Helmi Noor Nugroho Imam Nuryanto Melati Oktafiyani Roymon Panjaitan Sarah Nurrohamah Vincent Didiek Wiet Aryanto Wikan Isthika Windasari Windasari Yohan Wismantoro Zuvita Sasa Dila