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All Journal Jurnal Ilmiah Wahana Pendidikan
Sugama, Nuresa Ibnu
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Religion Education Social Sciences Other

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Efek Atribut Chatbots Pada Hubungan Pelanggan Dengan Merek: PLS-SEM dan Analisis Peta Kepentingan-Kinerja Terhadap E-Commerce Shopee dan Tokopedia di Jakarta Hutomo, Kayla Nirandra Alifia; Sugama, Nuresa Ibnu; Carolina, Elisabeth Christine; Riorini, Sri Vandayuli
Jurnal Ilmiah Wahana Pendidikan Vol 10 No 8 (2024): Jurnal Ilmiah Wahana Pendidikan
Publisher : Peneliti.net

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.5281/zenodo.11109174

Abstract

This research aims to analyze the effect that customer satisfaction gained from interaction with a chatbot can have on improving and empowering the overall quality of brand relationships. Therefore, this study will discuss about "The effects of chatbots attributes on customer relationships with brands: PLS-SEM and importance-performance map analysis of E-Commerce in Indonesia". This study uses hypothesis testing because it consists of 5 variables namely Information quality, System quality, Experience with chatbot, Customer satisfaction, and Brand relationship-quality. This research provides a deeper understanding of how the attributes of chatbots affect customer relationships with brands. It can be seen that customers are very happy to use chatbots and find the use of chatbots interesting.
Co-Authors Carolina, Elisabeth Christine Hutomo, Kayla Nirandra Alifia Sri Vandayuli Riorini