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All Journal JURNAL EMBA : JURNAL RISET EKONOMI, MANAJEMEN, BISNIS DAN AKUNTANSI INTERNATIONAL JOURNAL OF ECONOMIC LITERATURE Neraca Manajemen, Akuntansi, dan Ekonomi
Willem J. F. Alfa Tumbuan
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Economics, Econometrics & Finance Environmental Science

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CHATBOTS IN E-COMMERCE: A STUDY OF GEN Z CUSTOMER EXPERIENCE AND ENGAGEMENT – FRIEND OR FOE? Christania Armagita Julia Tamara; Willem J. F. Alfa Tumbuan; Emilia Margareth Gunawan
Jurnal EMBA : Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntansi Vol. 11 No. 3 (2023): JE. VOL. 11 No. 3
Publisher : Universitas Sam Ratulangi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35794/emba.v11i3.49501

Abstract

With chatbots becoming more common in e-commerce, concerns have arisen about how Gen Z users perceive these virtual assistants. This study intends to investigate how Gen Z perceives chatbots in general and how they impact customer engagement and the e-commerce experience. Using semi-structured online interviews, a qualitative study methodology was used to collect information from 15 Generation Z individuals who had interacted with chatbots on e-commerce platforms in Manado City, Indonesia. In-depth knowledge of the perspectives, experiences, and complex actions of Gen Z customers around chatbots in e-commerce is made possible by the use of thematic analysis, which identifies patterns and themes in the data that has been collected. According to research, chatbots are often viewed as allies by Gen Z customers as they offer convenience, quick replies, and around-the-clock accessibility. However, there are problems with their ability to understand difficult questions and provide customized solutions. The study's conclusions emphasize the significance of elements like information accuracy, personalization, and interface usability in determining how Gen Z clients interact and interact with chatbots. By identifying areas for improvement and adjusting chatbot interactions to meet the expectations of Gen Z clients, e-commerce organizations may optimize customer care initiatives and improve customer experiences. The recommendations include enhancing chatbot functionality and design, personalizing interactions to users' interests, encouraging openness and trust, providing smooth human handoffs, and implementing multi-channel support.   Keywords: chatbots, e-commerce, customer experience, customer engagement
GENERATION Z AND THE TRANSFORMATION OF ONLINE PURCHASING: THE ROLE OF E-COMMERCE IN CONSUMER PREFERENCES Stefani I. Angmalisang; Stanss L. H. V. Joyce Lapian; Silvya L. Mandey; Altje Lenny Tumbel; Willem J. F. Alfa Tumbuan
INTERNATIONAL JOURNAL OF ECONOMIC LITERATURE Vol. 2 No. 7 (2024): July
Publisher : Adisam Publisher

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Abstract

This research examines Generation Z consumers' preferences regarding online purchasing and the influence of e-commerce on their shopping patterns. Through analysis of online shopping behavior and consumer responses, this study provides insight into how brands can optimize the online shopping experience for Generation Z.
IDENTIFIKASI FAKTOR - FAKTOR KEPUTUSAN PEMBELIAN KONSUMEN TERHADAP PERUBAHAN SISTEM PEMBAYARAN BARU CINEMA XXI MANTOS 1 Sevina Raisanda Maharani; Willem J. F. Alfa Tumbuan; Arrazi Hasan Jan
Musytari : Jurnal Manajemen, Akuntansi, dan Ekonomi Vol. 14 No. 11 (2025): Musytari : Jurnal Manajemen, Akuntansi, dan Ekonomi
Publisher : Cahaya Ilmu Bangsa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.8734/musytari.v14i11.10885

Abstract

Seiring dengan perkembangan teknologi yang semakin maju, sistem pembayaran juga mengalami perubahan pesat, menggantikan peran uang tunai dengan metode pembayaran non-tunai yang lebih efektif dan efisien. Penelitian ini berfokus untuk mengidentifikasi faktor-faktor yang mempengaruhi Keputusan pembelian konsumen terhadap sistem pembayaran baru Cinema XXI Mantos 1. Penelitian ini bertujuan untuk mengetahui seberapa besar Pengaruh Faktor Kebudayaan, Faktor Sosial, Faktor Pribadi dan Faktor Psikologis Terhadap Keputusan Pembelian Konsumen Cinema XXI Mantos 1. Jenis penelitian ini adalah kuantitatif dengan jumlah sampel 100 responden yang diambil dari jumlah rata-rata generasi Z di Kota Manado. Analisis data penelitian menggunakan Validitas dan Reliabilitas, Uji Multikolinearitas, Uji Heterokedastisitas, Uji normalitas, Uji normalitas, Koefisien Korelasi (R) dan Koefisien Determinasi (R2). Hasil penelitian ini menunjukkan bahwa Faktor Kebudayaan dan Faktor Pribadi secara parsial tidak berpengaruh dan tidak signifikan terhadap Keputusan Pembelian Konsumen Cinema XXI Mantos 1. Sedangkan Faktor Psikologis dan Faktor Sosial secara parsial berpengaruh positif dan signifikan terhadap Keputusan Pembelian Konsumen Cinema XXI Mantos 1. dan hasil pengujian penelitian secara simultan menunjukkan bahwa Faktor Kebudayaan, Faktor Sosial, Faktor Pribadi, dan Faktor Psikologis berpengaruh positif secara bersama-sama dan signifikan terhadap Keputusan Pembelian Konsumen Cinema XXI Mantos 1.
Co-Authors Altje Lenny Tumbel Arrazi Hasan Jan Christania Armagita Julia Tamara Emilia Margareth Gunawan Sevina Raisanda Maharani Silvya L. Mandey Stanss L. H. V. Joyce Lapian Stefani I. Angmalisang