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All Journal CommIT (Communication & Information Technology) Proceeding of the Electrical Engineering Computer Science and Informatics Jurnal Manajemen Indonesia Jurnal Sistem Informasi
Handayani, Putu Wuri
Fakultas Ilmu Komputer, Universitas Indonesia
Computer Science & IT Electrical & Electronics Engineering

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Journal : Jurnal Manajemen Indonesia

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The Influence of Conversation Skills on Chatbot on Purchase Behavior in E-Commerce Aulia Ramadhani; Putu Wuri Handayani; Ave Adriana Pinem; Puspita Kencana Sari
Jurnal Manajemen Indonesia Vol 23 No 3 (2023): Jurnal Manajemen Indonesia
Publisher : Fakultas Ekonomi dan Bisnis, Telkom University.

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25124/jmi.v23i3.5304

Abstract

To date, chatbots have been widely used in e-commerce as a replacement for conventional customer service agents. This study aims to analyze the influence of chatbots’ conversation skills on purchasing decisions made by e-commerce users. The specific skills examined were tailored response and response variety. This study used quantitative methods with online questionnaires and involved 699 respondents who had shopped on an ecommerce website and used a chatbot feature in the application. The e-commerce platforms involved in this study were the top five used in Indonesia: Shopee, Tokopedia, BliBli, Lazada, and Bukalapak. The data collected were analyzed using the partial least squares structural equation modeling method. The results show that the conversational skills of chatbots can influence consumer shopping decisions which can increase the sales of ecommerce organizations. The results provide guidance for e-commerce platforms using chatbots to help consumers with shopping. Keywords—Conversational Skills; Chatbot; E-Commerce; Indonesia; Purchase Behavior
Co-Authors . Yulianti . Yulianti . Yulianti Achmad Nizar Hidayanto Agung Firmansyah Agung Firmansyah Agung Firmansyah Agung Firmansyah Agung Firmansyah Sampe Akbar, Muhammad Ilman Andrianto Susilo Andrianto Susilo Aulia Ramadhani Ave Adriana Pinem Ave Pinem Azzahra Putri Ramadhanty Azzahro, Fatimah Azzahro, Fatimah Boucelma, Omar Bressan, Stéphane Cindy Sonesha Evik Clarissa Martalin Winona Clarita Nainggolan Doan Khanh Han Doan Khanh Han Doan Khanh Han Dwipuspa Ramadhanti Santoso Fatimah Azzahro Fatimah Azzahro Fatimah Azzahro Ferdiansyah, Irvan Galuh Octavia Chrisdianti Hadjar, Siti Han, Doan Khanh Hariyaty, Ultary I Made Wiryana I Made Wiryana I Made Wiryana, I Made Iik Wilarso Iik Wilarso Iik Wilarso Iik Wilarso Indra Budi Irvan Ferdiansyah Irvan Ferdiansyah Irvan Ferdiansyah J.W. Saputro J.W. Saputro J.W. Saputro Jan-Torsten Milde Jan-Torsten Milde Jan-Torsten Milde Kardia, Nurulita Prihasti Kirana Widyastuti Layungsari Layungsari Layungsari Layungsari Layungsari Layungsari Layungsari Layungsari Maemonah, Maemonah Milde, Jan-Torsten Muhammad Aldi Yusron Muhammad Erlangga Muhammad Hafizhuddin Hilman Muhammad Ilman Akbar Muhammad Ilman Akbar Muhammad Ilman Akbar Munajat, Qorib Mursal Rais Mursal Rais Mursal Rais Mustafa Kamal Mustafa Kamal Mustafa Kamal Nainggolan, Clarita Natasya Elora Carissa Nurhayati, Suci Lestarini Nurulita Prihasti Kardia Nurulita Prihasti Kardia Nurulita Prihasti Kardia Omar Boucelma Omar Boucelma Omar Boucelma Pinem, Ave Adriana Puspita Kencana Sari Puspitarini, Wita Qorib Munajat Rais, Mursal Riri Satria S.Pd. M Kes I Ketut Sudiana . Sandya Sekar Murti Saputro, J.W. Satria, Riri Satrio Baskoro Yudhoatmojo Septiane Andriane Setiadi Yazid, Setiadi Siti Hadjar Stéphane Bressan Stéphane Bressan Stéphane Bressan Suci Lestarini Nurhayati Suci Lestarini Nurhayati Suci Lestarini Nurhayati Susilo, Andrianto Ultary Hariyaty Ultary Hariyaty Ultary Hariyaty Widyastuti, Kirana Wita Puspitarini Yova Ruldeviyani Yusron, Muhammad Aldi