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All Journal Jurnal Ekonomi Jurnal Manajemen Bisnis dan Kewirausahaan
Takaria, Zifora Yanesya
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Economics, Econometrics & Finance Social Sciences

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Pengaruh Penggunaan Dan Respons Chatbot Terhadap Kepuasan Konsumen E-Commerce Takaria, Zifora Yanesya; Tjokrosaputro, Miharni
Jurnal Ekonomi Vol. 29 No. 3 (2024): November 2024
Publisher : Fakultas Ekonom dan Bisnis, Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/je.v29i3.2322

Abstract

The development of technology and innovation impacts the growth of e-commerce activities and continues to expand yearly. This growth has led to an increased demand for efficient customer service. One effort made by e-commerce companies is to implement chatbots in their customer service. This study aims to analyze the impact of chatbot usage and response on e-commerce customer satisfaction, with mediation by extrinsic and intrinsic values of the online consumer experience. Data were collected by distributing questionnaires, and 213 respondents from several cities in Indonesia were successfully gathered. The data were processed using Smart PLS 3 software. This study demonstrates that chatbot usage and response, mediated by extrinsic and intrinsic values, positively affect customer satisfaction.
Pengaruh penggunaan dan respons Chatbot terhadap kepuasan konsumen e-commerce: Nilai ekstrinsik sebagai mediasi Takaria, Zifora Yanesya; Tjokrosaputro, Miharni
Jurnal Manajemen Bisnis dan Kewirausahaan Vol 8 No 6 (2024): Jurnal Manajemen Bisnis dan Kewirausahaan
Publisher : Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jmbk.v8i6.33628

Abstract

This study explores the impact of chatbot usage and response on the extrinsic value of the online customer experience and its effect on e-commerce customer satisfaction. The results of this study indicate that Chatbot usage has a significant positive effect on extrinsic value. Chatbot response has a considerable positive impact on extrinsic value. Extrinsic value has a significant positive effect on customer satisfaction. Based on these conclusions, e-commerce companies should continue to develop the Chatbot that has been implemented to facilitate online shopping for customers. Chatbot must be responsive, fast, informative, personal, engaging, and able to solve customer issues. These factors can enhance satisfaction and strengthen relationships with customers. The data analysis method used in this study is the SEM-PLS analysis method. This research uses a quantitative method with numerical data collected through questionnaires, which are then processed using the SmartPLS software. Penelitian ini bertujuan untuk mengeksplorasi pengaruh penggunaan dan respons Chatbot terhadap nilai ekstrinsik dari pengalaman konsumen online serta dampaknya terhadap kepuasan konsumen e-commerce. Hasil penelitian ini menunjukkan penggunaan Chatbot berpengaruh positif signifikan terhadap nilai ekstrinsik. Respons Chatbot berpengaruh positif signifikan terhadap nilai ekstrinsik. Nilai ekstrinsik memiliki pengaruh positif signifikan terhadap kepuasan konsumen. Berdasarkan kesimpulan tersebut, perusahaan e-commerce sebaiknya terus mengembangkan Chatbot yang sudah diimplementasikan agar dapat terus untuk memudahkan pelanggan ketika berbelanja online. Chatbot harus responsif, cepat, informatif, personal, dan menarik, serta dapat memberikan solusi bagi masalah yang dimiliki oleh konsumen. Hal-hal tersebut dapat meningkatkan kepuasan dan memperkuat hubungan dengan konsumen. Metode analisis data yang digunakan di dalam penelitian ini adalah metode analisis SEM-PLS. Penelitian ini menggunakan metode kuantitatif dengan data numerik yang dikumpulkan melalui kuesioner dan kemudian diolah dengan perangkat lunak SmartPLS.
Co-Authors Tjokrosaputro, Miharni