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All Journal Jurnal Comparative : Ekonomi Dan Bisnis West Science Interdisciplinary Studies West Science Interdisciplinary Studies Digital Business Journal (DIGIBIS)
Tovtora S, Feba Dinova Dex
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Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Environmental Science Social Sciences Other

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Journal : West Science Interdisciplinary Studies

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The Impact of AI Chatbots, Service Personalization, and Response Speed ​​on Customer Satisfaction in E-Commerce in Indonesia Hadiyati, Rini; Tovtora S, Feba Dinova Dex
West Science Interdisciplinary Studies Vol. 3 No. 12 (2025): West Science Interdisciplinary Studies
Publisher : Westscience Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58812/wsis.v3i12.2497

Abstract

This study investigates the impact of AI chatbots, service personalization, and response speed on customer satisfaction in the e-commerce sector in Indonesia. As e-commerce platforms continue to grow, customer satisfaction has become a critical factor in maintaining competitiveness. A quantitative approach was employed, utilizing a structured questionnaire to gather data from 175 respondents. The data were analyzed using multiple regression analysis through SPSS version 25. The results indicated that AI chatbots, service personalization, and response speed all have a significant positive impact on customer satisfaction, with response speed having the strongest influence. These findings suggest that optimizing AI chatbot functionalities, enhancing personalized experiences, and improving response speed are essential strategies for e-commerce businesses aiming to enhance customer satisfaction. This study provides valuable insights for e-commerce practitioners in Indonesia and contributes to the literature on customer service in digital platforms.
Co-Authors Abdul Rauf HADIYATI, RINI Laras, Isthi Bayu Prasetyo, Fitria Madaniah Priyatna, Eka Hendra Ristiyanto, Reza Rafi Sopiyan, Aldi Tarto, Tarto