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All Journal PROFICIO: Jurnal Pengabdian Masyarakat Economic Reviews Journal
Abdul Hafidz Maulidan
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Humanities Computer Science & IT Economics, Econometrics & Finance Education Industrial & Manufacturing Engineering Social Sciences Other

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Journal : Economic Reviews Journal

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Penggunaan Chatbot dan E-Service Quality Terhadap Kepuasan dan Loyalitas Konsumen pada UMKM Digital di Kabupaten Pasuruan Abdul Hafidz Maulidan; Miftahul Huda
Economic Reviews Journal Vol. 3 No. 4 (2024): Economic Reviews Journal
Publisher : Masyarakat Ekonomi Syariah Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56709/mrj.v3i4.495

Abstract

This study aims to identify the effect of using chatbots and e-service quality on consumer satisfaction and loyalty in Digital MSME in Pasuruan Regency, This type of research is explanatory research with a quantitative approach. the data collection technique used is a questionnaire distributed offline. The sample used in the study was 116 respondents with a purposive sampling method, and the analysis results used a variant-based structural equation model Partial Least Square (PLS). Based on the results of this study, it can be seen that the use of chatbots has a positive and significant effect on satisfaction, the use of chatbots has a positive and significant effect on consumer loyalty, e-service quality has a positive and significant effect on satisfaction, e-service quality has a positive and significant effect on consumer loyalty, satisfaction has a positive and significant effect on consumer loyalty.
Co-Authors Miftahul Huda Nur Ajizah