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All Journal Jutisi: Jurnal Ilmiah Teknik Informatika dan Sistem Informasi Progresif: Jurnal Ilmiah Komputer
Shiddieq, Diqy Fakhrun
Universitas Garut
Computer Science & IT Control & Systems Engineering

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Peran Responsiveness dan Usability Artificial Intelligent Chatbot Shopee terhadap Customer Satisfaction Mahalli, Fathul; Shiddieq, Diqy Fakhrun; Nurhayati, Dwi
Progresif: Jurnal Ilmiah Komputer Vol 21, No 1: Februari 2025
Publisher : STMIK Banjarbaru

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35889/progresif.v21i1.2532

Abstract

The development of Artificial Intelligence (AI) has driven the adoption of chatbots in e-commerce, but this technology still faces challenges, especially in improving the quality of user interactions. The purpose of this study is to analyze the effect of Shopee chatbot responsiveness and usability on Customer Satisfaction. Using an explanatory quantitative approach, data was obtained from Shopee users through a Likert-scale questionnaire. The data was analyzed using SmartPLS 3.0. The analysis results prove that responsiveness and usability have a significant effect on customer satisfaction, having t-statistic values of 3.675 and 2.137, respectively. This finding confirms the importance of speed and ease of use of chatbots in increasing customer satisfaction. The novelty of this study lies in integrating both variables simultaneously and wider geographical coverage than previous studies. Practical implications include recommendations for developing chatbot features to support a superior shopping experience and maintain customer loyalty in the e-commerce industry.Keywords: Artificial Intelligence; e-commerce; Chatbot AbstrakPerkembangan Artificial Intelligence (AI) telah mendorong adopsi chatbot dalam e-commerce, namun teknologi ini masih menghadapi tantangan, khususnya dalam meningkatkan kualitas interaksi pengguna. Tujuan dari penelitian ini adalah untuk menganalisis pengaruh responsiveness dan usability chatbot Shopee terhadap Customer Satisfaction. Menngunakan pendekatan kuantitatif eksplanatori, data diperoleh dari pengguna Shopee melalui kuesioner berskala Likert. Data dianalisis menggunakan SmartPLS 3.0. Hasil analisis membuktikan bahwa responsiveness dan usability berpengaruh signifikan terhadap customer satisfaction, masing-masing memiliki nilai t-statistik 3,675 dan 2,137. Temuan ini menegaskan pentingnya kecepatan dan kemudahan penggunaan chatbot dalam meningkatkan kepuasan pelanggan. Kebaruan penelitian ini terletak pada pengintegrasian kedua variabel secara simultan dan cakupan geografis yang lebih luas dibandingkan penelitian sebelumnya. Implikasi praktis mencakup rekomendasi pengembangan fitur chatbot untuk mendukung pengalaman belanja yang unggul dan mempertahankan loyalitas pelanggan di industri e-commerce.Kata kunci: Artificial Intelligence; E-commerce; Chatbot
Analisis Penerimaan Pengguna Aplikasi Kitabisa Menggunakan Model UTAUT-3 Hilyah, Agna; Shiddieq, Diqy Fakhrun; Lestari, Nurfarahim Sugih; Susilawati, Wati
Jutisi : Jurnal Ilmiah Teknik Informatika dan Sistem Informasi Vol 13, No 1: April 2024
Publisher : STMIK Banjarbaru

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35889/jutisi.v13i1.1742

Abstract

One fintech initiative, crowdfunding, is playing a role in transforming the funding process. A popular crowdfunding application in Indonesia is Kitabisa. The growth of online donations on the Kitabisa platform increases every year, so it is necessary to analyze more deeply the adoption of user acceptance of the Kitabisa application. Therefore, this study aims to provide an understanding of the user acceptance of the Kitabisa application through the UTAUT-3 framework, which has the variables Performance Expectancy, Effort Expectancy, Facilitating Conditions, Social Influence, Hedonic Motivation, Habit, Price Value, and Personal Innovativeness. The Price Value variable is not used because Kitabisa is a philanthropic application that does not involve additional costs for its users. quantitative methods, involving 103 users who were collected through questionnaires using Likert scale assessments and analyzed by the SEM-PLS method using SmartPLS 3.0 tools. The results found, Behavior Intention and Habit significantly affect Use Behavior, Habit and Personal Innovativeness affect Behavior Intention. In contrast, other variables were not found to have an influence in this study.Kata kunci: Crowdfunding; Kitabisa; UTAUT-3; SEM-PLS AbstrakSalah satu inisiatif Fintech, crowdfunding yang memainkan peran dalam mengubah proses pendanaan. Aplikasi crowdfunding yang populer di Indonesia adalah Kitabisa. Pertumbuhan donasi online pada platform Kitabisa meningkat setiap tahunnya, sehingga perlu dianalisis lebih lanjut terkait adopsi penerimaan pengguna aplikasi Kitabisa. Oleh karena itu, Penelitian ini bertujuan untuk memberikan pemahaman mengenai penerimaan pengguna aplikasi Kitabisa melalui kerangka kerja UTAUT-3 yang memiliki variabel Performance Expectancy, Effort Expectancy, Facilitating Conditions, Social Influence, Hedonic Motivation, Habit, Price Value, dan Personal Innovativeness. Variabel Price Value tidak digunakan karena Kitabisa sebagai aplikasi filantropi yang tidak melibatkan biaya tambahan bagi penggunanya. Dengan metode kuantitatif, melibatkan 103 pengguna yang dihimpun melalui kuesioner menggunakan penilaian skala Likert dan dianalisis dengan metode SEM-PLS menggunakan tools SmartPLS 3.0. Hasil penelitian ditemukan, Behavior Intention dan Habit berpengaruh terhadap Use Behavior, Habit serta Personal Inovativeness berpengaruh terhadap Behavior Intention. Sebaliknya, variabel lainnya tidak ditemukan pengaruh pada penelitian ini. 
Co-Authors Hilyah, Agna Lestari, Nurfarahim Sugih Mahalli, Fathul Nurhayati, Dwi Susilawati, Wati