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All Journal Jukerdi: Jurnal Kewirausahaan Cerdas Dan Digital Management Dynamics: International Journal of Management and Digital Sciences
Diah Wuriah Ningsih
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Improving Customer Service and Satisfaction in Indonesian Digital Banks with AI-Powered Chatbots Paulina Rosna Dewi Redjo; Diah Wuriah Ningsih; Tural Latif Gojayev
Management Dynamics: International Journal of Management and Digital Sciences Vol. 1 No. 1 (2024): January: International Journal of Management and Digital Sciences
Publisher : International Forum of Researchers and Lecturers

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70062/managementdynamics.v1i1.418

Abstract

The integration of Artificial Intelligence (AI) chatbots into customer service operations within digital banks has become a transformative trend in the banking sector, particularly in Indonesia. This study examines the effectiveness of AI chatbots in improving both operational efficiency and customer satisfaction in three selected Indonesian digital banks. The research focuses on evaluating the impact of AI chatbots in reducing response times, handling high volumes of customer inquiries, and improving service availability. The study also delves into customer feedback, measuring satisfaction with the ease of use, personalization, and responsiveness of the AI systems. The results demonstrate that AI chatbots significantly enhance customer service efficiency by reducing wait times and automating routine inquiries, which reduces the need for human intervention. Additionally, customers reported high satisfaction with the round-the-clock availability of AI chatbots and the personalized financial advice provided. However, despite these benefits, challenges related to data security, chatbot accuracy, and customer adaptation to automated systems remain prevalent. Data privacy concerns and issues regarding the chatbot's ability to handle complex queries were noted as limiting factors in customer trust and satisfaction. The study highlights the implications of these findings for the future of digital banking in Indonesia, emphasizing the need for improved chatbot integration, stronger data security measures, and enhanced user experience design. The integration of AI in customer service operations holds significant potential for digital banks and the broader financial sector to improve operational efficiency, reduce costs, and meet the evolving expectations of customers.
Literasi Investasi dan Persepsi Risiko terhadap Keputusan Investasi Generasi Z dengan Financial Technology sebagai Variabel Moderasi di Indonesia Tri Handayani; Santi Suciningtyas; Diah Wuriah Ningsih
Jurnal Kewirausahaan Cerdas dan Digital Vol. 2 No. 1 (2025): Jurnal Kewirausahaan Cerdas dan Digital
Publisher : Asosiasi Riset Ilmu Manajemen Kewirausahaan dan Bisnis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61132/jukerdi.v2i1.1509

Abstract

The development of Financial Technology (FinTech) has transformed how individuals obtain information, access financial services, and engage in investment activities. The convenience offered by these technologies needs to be supported by adequate investment knowledge and the ability to assess risks to facilitate rational investment decisions. This study aims to examine the effects of investment literacy and risk perception on investment decisions and to investigate the role of FinTech in strengthening these relationships. The study employs a quantitative approach with an explanatory research design. Data were collected through questionnaires distributed to individuals with investment experience and analyzed using Partial Least Squares-Structural Equation Modeling (PLS-SEM). The results indicate that investment literacy, risk perception, and FinTech utilization have positive and significant effects on investment decisions. Investment literacy emerges as the strongest factor influencing investment decisions. In addition to its direct effect, FinTech serves as a moderator that strengthens the relationships between investment literacy and investment decisions and between risk perception and investment decisions. These findings highlight that better investment decisions can be fostered by enhancing investment knowledge, improving risk awareness, and utilizing FinTech services appropriately. This study provides practical implications for investors and digital financial service providers in promoting more informed, rational, and adaptive investment decision-making in response to technological developments.
Co-Authors Redjo, Paulina Rosna Dewi Santi Suciningtyas Tri Handayani Tural Latif Gojayev