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All Journal JURNAL SISTEM INFORMASI BISNIS Asia-Pacific Management and Business Application
Hapizin Yonani Panjaitan
Universitas Trisakti
Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Penambahan Variabel Tingkat Kecerdasan dari Chatbot untuk Mempengaruhi Kepercayaan Pengguna dalam Aplikasi Telekonsultasi Kesehatan Hapizin Yonani Panjaitan; Yolanda Masnita; Kurniawati Kurniawati
Jurnal Sistem Informasi Bisnis Vol 13, No 1 (2023): Volume 13 Nomor 1 Tahun 2023
Publisher : Diponegoro University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21456/vol13iss1pp78-87

Abstract

The use of Artificial Intelligence (AI) technology is often encountered in everyday life, especially in the world of business marketing, namely chatbots which are part of the implementation of Natural Language Processing (NLP). However, in its application, it is still felt that it cannot meet the needs of consumers for the specific questions they often ask, especially for those who use health teleconsultation services. In this study, the intelligence variable is added as an additional variable to answer the level of user trust in the chatbot. The data used in this study are quantitative with the target respondents being users of health teleconsultation services with a minimum user experience of 1 year. A total of 178 respondents met the criteria from a total of 238 respondents. In this research, three variables are developed. For each dependent variable, empathy, friendliness, and intelligence are factors moderated by task complexity and chatbot disclosure to determine the results of the independent variable, which is trust towards the chatbot. Based on the results of the outer model and inner model analysis using SmartPLS, it can be concluded that the addition of intelligence variables has a positive effect on user trust in chatbots. In addition, the level of chatbot complexity is also able to mediate the relationship between intelligence and user trust in chatbots. However, chatbot disclosure has a negative effect as mediating the relationship between intelligence and user trust in chatbots. In the application of using chatbots, the level of intelligence may have an effect on user trust, but natural human attitudes such as friendliness from chatbots do not affect user trust.
Antecedents of Customer Satisfaction Towards Chatbot on Used Car Buying and Selling Platforms in Indonesia Hapizin Yonani Panjaitan; Renny Risqiani
APMBA (Asia Pacific Management and Business Application) Vol 12, No 3 (2024)
Publisher : Department of Management, Faculty of Economics and Business, Brawijaya University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.apmba.2024.012.03.6

Abstract

This research aimed to examine the impact of chatbot service quality, perceived value, cognitive trust, and affective trust on customer satisfaction within the used car buying and selling platforms in the largest metropolis area in the Indonesian capital, namely Jabodetabek region. This research study using a quantitative approach, and involved 268 participants who met the specified criteria. The data analysis and hypothesis testing were conducted using SEM PLS. The findings revealed that the service quality of chatbot significantly influences perceived value, cognitive trust, and affective trust. However, it does not exert a direct impact on customer satisfaction. Notably, perceived value demonstrated a positive correlation with customer satisfaction and acted as a mediator in the positive relationship between chatbot service quality and customer satisfaction. Moreover, cognitive trust was identified as a factor positively affecting customer satisfaction and played a mediating role in the positive connection between chatbot service quality and customer satisfaction. On the other hand, affective trust was found to lack a direct positive impact on customer satisfaction and did not mediate the positive influence of chatbot service quality on customer satisfaction.
Co-Authors Kurniawati . Renny Risqiani Yolanda Masnita Siagian