The Effect of Chatbot Usage on Customer Satisfaction: A Quantitative Study of Shopee, Tokopedia, and Lazada Using SmartPLS
With the increasing growth of e-commerce, it is important to identify the features available in e-commerce applications that can provide customer satisfaction. One of the features in e-commerce is the chatbot. Chatbots in e-commerce can provide various services to users, such as assistance in produc...
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LPPM ISB Atma Luhur
2025-01-01
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| Series: | Jurnal Sisfokom |
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| Online Access: | https://jurnal.atmaluhur.ac.id/index.php/sisfokom/article/view/2380 |
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| author | Mira Afrina Naretha Kawadha Ardina Ariani Mukhlis Febriady Febriady |
| author_facet | Mira Afrina Naretha Kawadha Ardina Ariani Mukhlis Febriady Febriady |
| author_sort | Mira Afrina |
| collection | DOAJ |
| description | With the increasing growth of e-commerce, it is important to identify the features available in e-commerce applications that can provide customer satisfaction. One of the features in e-commerce is the chatbot. Chatbots in e-commerce can provide various services to users, such as assistance in product search, ordering, product information, payment processing, customer support, and more. This research aims to analyze and understand how the response quality of each chatbot in e-commerce platforms such as Shopee, Tokopedia, and Lazada affects e-commerce user satisfaction. This study employs a quantitative methodology, integrating data analysis conducted through the SmartPLS 4.1 software. The research results show that the chatbot in Shopee platform has a impact on customer satisfaction. The same goes for chatbot in Tokopedia platform, but there are two variables that do not have a direct impact, there are information quality and waiting time. Meanwhile, chatbot in Lazada platform does not affect customer satisfaction. The findings of this research should reveal new strategies for leveraging chatbot technology to better satisfy customers in e-commerce environments, as well as lay the groundwork for further research on how artificial intelligence can shape customer experiences in the future. |
| format | Article |
| id | doaj-art-4e90bfae59604ae7bfe096c94340e3b6 |
| institution | Kabale University |
| issn | 2301-7988 2581-0588 |
| language | English |
| publishDate | 2025-01-01 |
| publisher | LPPM ISB Atma Luhur |
| record_format | Article |
| series | Jurnal Sisfokom |
| spelling | doaj-art-4e90bfae59604ae7bfe096c94340e3b62025-02-12T07:27:38ZengLPPM ISB Atma LuhurJurnal Sisfokom2301-79882581-05882025-01-0114111412210.32736/sisfokom.v14i1.23802043The Effect of Chatbot Usage on Customer Satisfaction: A Quantitative Study of Shopee, Tokopedia, and Lazada Using SmartPLSMira Afrina0Naretha Kawadha1Ardina Ariani2Mukhlis Febriady Febriady3Department of Information Systems, Faculty of Computer Science, Sriwijaya UniversityDepartment of Information Systems, Faculty of Computer Science, Sriwijaya UniversityDepartment of Informatics Engineering, Faculty of Computer Science, Sriwijaya University Institue of Technology and Science Nahdlatul Ulama Sriwijaya South Sumatera With the increasing growth of e-commerce, it is important to identify the features available in e-commerce applications that can provide customer satisfaction. One of the features in e-commerce is the chatbot. Chatbots in e-commerce can provide various services to users, such as assistance in product search, ordering, product information, payment processing, customer support, and more. This research aims to analyze and understand how the response quality of each chatbot in e-commerce platforms such as Shopee, Tokopedia, and Lazada affects e-commerce user satisfaction. This study employs a quantitative methodology, integrating data analysis conducted through the SmartPLS 4.1 software. The research results show that the chatbot in Shopee platform has a impact on customer satisfaction. The same goes for chatbot in Tokopedia platform, but there are two variables that do not have a direct impact, there are information quality and waiting time. Meanwhile, chatbot in Lazada platform does not affect customer satisfaction. The findings of this research should reveal new strategies for leveraging chatbot technology to better satisfy customers in e-commerce environments, as well as lay the groundwork for further research on how artificial intelligence can shape customer experiences in the future.https://jurnal.atmaluhur.ac.id/index.php/sisfokom/article/view/2380chatbot e-commerceuser satisfactioncustomer servicesmartpls |
| spellingShingle | Mira Afrina Naretha Kawadha Ardina Ariani Mukhlis Febriady Febriady The Effect of Chatbot Usage on Customer Satisfaction: A Quantitative Study of Shopee, Tokopedia, and Lazada Using SmartPLS Jurnal Sisfokom chatbot e-commerce user satisfaction customer service smartpls |
| title | The Effect of Chatbot Usage on Customer Satisfaction: A Quantitative Study of Shopee, Tokopedia, and Lazada Using SmartPLS |
| title_full | The Effect of Chatbot Usage on Customer Satisfaction: A Quantitative Study of Shopee, Tokopedia, and Lazada Using SmartPLS |
| title_fullStr | The Effect of Chatbot Usage on Customer Satisfaction: A Quantitative Study of Shopee, Tokopedia, and Lazada Using SmartPLS |
| title_full_unstemmed | The Effect of Chatbot Usage on Customer Satisfaction: A Quantitative Study of Shopee, Tokopedia, and Lazada Using SmartPLS |
| title_short | The Effect of Chatbot Usage on Customer Satisfaction: A Quantitative Study of Shopee, Tokopedia, and Lazada Using SmartPLS |
| title_sort | effect of chatbot usage on customer satisfaction a quantitative study of shopee tokopedia and lazada using smartpls |
| topic | chatbot e-commerce user satisfaction customer service smartpls |
| url | https://jurnal.atmaluhur.ac.id/index.php/sisfokom/article/view/2380 |
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