International Journal of Economics and Management Research
Vol. 3 No. 2 (2024): August: International Journal of Economics and Management Research

The Effect of Artificial Intelligence and Chatbot on Consumer Satisfaction of Shopee platform users in Medan City

Ami Natuz Zahara (Unknown)
Ari Prabowo (Unknown)
Etty Sri Wahyuni (Unknown)

Article Info

Publish Date
27 Aug 2024

Abstract

This study aims to analyze the impact of the use of artificial intelligence (AI) and Shopee's chatbot on consumer satisfaction of the Shopee e-commerce platform in Medan. The research method uses a quantitative approach with data collection techniques through online surveys of 120 active Shopee users. The regression analysis results show that AI and Shopee chatbot have a positive and significant impact on customer satisfaction (p < 0,000). The ease of use features, response speed, and information accuracy of chatbots are key factors contributing to increased consumer satisfaction. The implications of this research provide insight into the development of AI technology in improving customer service in the e-commerce industry.

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Journal Info
International Journal of Economics and Management Research
Website

Abbrev

ijemr

Publisher

International Forum of Researchers and Lecturers

Subject

Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

Description

International Journal of Economics and Management Research, an electronic international journal, provides a forum for publishing the original research articles, review articles from contributors, and the novel technology news related to management, accounting and economic. This journal encompasses ...