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Yolanda Masnita Siagian
Universitas Trisakti Indonesia
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Journal : JURNAL SISTEM INFORMASI BISNIS

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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.
Co-Authors Abdul Rahman (Universitas Trisakti - Indonesia) Adhitya Ramadhany Al Rasyid, Lulu Maulitha Aldino Putra Pambudi Alviana Aslama Anantia Amru Bangkit Adhitama Andhika Veraldy (Universitas Trisakti - Indonesia) Andi Mutiara Aurel Sisilya Anggelina, Ria Rosita Anggi Puspita, Lintang Anita Dwi Kurniawati Annisa iif Afrianti Ardian Fikri Rizki Ariyanto, Hepy Hefri ASEP HERMAWAN Asyifa Chesa Pratiwi Azizah, Tamara Zharifah Debbie Aryani Tribudhi Desna Ronaldy Yoga Perwira Dian Kusmana Dianti, Frisca Dida Nurhaida Dini Rusniawaty Edward Wilson Gozali Fadhly, Hafiz Faradila, Ade Putri Farid Ahmad Farrah Noer Ramadhanty Fitriani Fitriani Fiyya Sabila Sarra Haliza, Delanea Azlia Hani Wijaya Hapizin Yonani Panjaitan Hermien Triyowati Hermien Triyowati, Hermien Hotman Tohir Pohan Ida Farida Inten Palupi Ismail Ismail Ivansius Ivansius Jati Kasuma Ali Kaluhuran, Anugrah Karisma Alva Syahada KHOMSIYAH Khomsiyah Khomsiyah Khomsiyah Khomsiyah Khomsiyah Khomsiyah Khomsiyah Khomsiyah Krisna Prabowo Sukarno Kurniawati Kurniawati Kurniawati . Kurniawati Kurniawati Kurniawati Kurniawati Kurniawati Kurniawati Kurniawati Kurniawati Kurniawati Kurniawati Latifah Al Khasbi Lydia Sintia Mahakami, Eka Tamia Mangku Rasyawal Mariani, Rumondang Dian Mila Karmila Muhamad Fachreza Muhamad Ivan Muhammad Daffa Ramdhani Novin Lesmana Nurjanah, Listia Puspitasari, Pipie Puti Handayani Putri Nisrina Ambartari Rahadian, Dimas Rahmadini, Desty Devina Renny Risqiani Ruth Noviyanti S.A Marivan HR Sagala, Rina Aulia Sari, Nila Nova Sasono, Annisa Ajeng Putikasari Shankae, Arvin Sihol Harto Parulian Simanjuntak Simatupang, Jujung Soeharjoto . Soumutul, Mauritz Edo Sri Vandayuli Riorini Suhendra, Andy Reyhan Syabillah Laviola Adha Wijanarko, Faiq Raihan Willy Arafah, Willy Windhy Puspitasari Wulandari, Maryana Yusran, Husna Leila Yusran, Husna Leila