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All Journal Dinasti International Journal of Management Science Dinasti International Journal of Education Management and Social Science Dinasti International Journal of Digital Business Management Journal of Industrial Engineering & Management Research (JIEMAR) Indonesian Journal of Society Engagement (IJSE) Jurnal Abdimas Ekonomi dan Bisnis Golden Ratio of Mapping Idea and Literature Format International Journal of Advanced Multidisciplinary International Journal of Accounting, Management, Economics and Social Sciences (IJAMESC) Dinasti Accounting Review
Sri Rusiyati
Unknown Affiliation
Humanities Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Mathematics Social Sciences Other

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Journal : Golden Ratio of Mapping Idea and Literature Format

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The Role of AI-Powered Chatbots in Enhancing Consumer Satisfaction: Case Study of E-Commerce Platforms in Indonesia Suleman, Dede; Zuniarti, Ida; Rusiyati, Sri; Joesah, Nurzalinar; Hakim, Lukman; Haryati, Raden Ati
Golden Ratio of Mapping Idea and Literature Format Vol. 5 No. 2 (2025): February - June
Publisher : Manunggal Halim Jaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52970/grmilf.v5i2.1430

Abstract

This study examines the impact of AI-powered chatbots on consumer satisfaction in Indonesia's e-commerce industry. A quantitative approach was used to analyze data collected from 400 e-commerce users, focusing on key variables such as response speed, personalization, reliability, and perceived usefulness. Structural Equation Modeling (SEM) was employed to evaluate the relationships between these factors. The findings indicate that response speed and personalization significantly enhance consumer satisfaction, with personalization having the most substantial effect. Perceived usefulness mediates the relationship between chatbot reliability and satisfaction, highlighting the importance of functional trust. However, chatbots were less effective in handling complex queries, moderating their overall impact on satisfaction. The study offers practical recommendations for e-commerce platforms in Indonesia, including enhancing chatbot algorithms for complex problem-solving and leveraging AI to deliver highly personalized interactions. These findings underscore the potential of AI-powered chatbots to drive consumer satisfaction and strengthen brand loyalty in Indonesia's rapidly growing digital marketplace.
Co-Authors Candrasari, Ati Dede Suleman Devy Sofyanty Dinar Riftiasari Eulin Karlina Frisma Handayanna Givan, Bryan Helmy Ivan Taruna Ida Zuniarti Ida Zuniarti, Ida Indah Purnamasari Instianti Elyana, Instianti Joko Ariawan Karlina, Eulin Lukman Hakim Mulyadi, Hary Nurzalinar Joesah Purnamasari , Indah Puspasari, Aprilia Raden Ati Haryati Roy Irawan Sabil sabil sabil, sabil Sofyan Marwansyah Susan Rachmawati Taat Kuspriyono, Taat