![]() This study aimed to explore the evolution tracks of AI applications in chatbots through strict and systematic bibliometric analysis. In addition, the demand for strategies to strengthen new digital services through adding features and promoting the advantages of digital financial services is needed to gain market share in the Indonesian financial market.Ĭhatbots are fast becoming a key instrument in the research community and enterprise, while few researchers have discussed the focus of existing research and future research directions from the perspective of bibliometrics. Islamic banks need to maintain a digital service system to meet customers' financial needs through quality control of system infrastructure and continuous network maintenance. In addition, among the significance of ISBC Customer Satisfaction on customer retention intention, there is a mediating effect of Islamic financial literacy. This study found the effect of ease of use, efficiency, interoperability, privacy security, responsiveness, reliability, service cost, and service portfolio on ISBC Customer Satisfaction. PLS-SEM analysis tool with SmartPLS tool version 4 to search for hypothetical evidence. This study uses an explanatory method by collecting survey data from customers of Islamic banks in Indonesia. This study applies the construction of an electronic service quality model (E-S-Qual) and a banking service quality model (BSQ) focusing on digital services in Islamic Commercial Banks in Indonesia after the COVID-19 Pandemic. This study investigates the impact of Islamic banking digital service quality in post-COVID-19 Indonesia on customer satisfaction and retention. The Indonesian Islamic banking sector has been transformed by integrating technology in banking services to satisfy customers for retention and market share post-COVID-19. Originality/Value – Penelitian ini adalah penelitian pertama yang meneliti mengenai peran responsiveness chatbot artificial intelligence dalam membentuk customer satisfaction Key Word – Responsiveness, extrinsic value, intrinsic value, online convenience, dan customer satisfaction. Keterbatasan Penelitian – Penelitian ini hanya meneliti hanya meneliti terhadap beberapa faktor yang mempengaruhi customer satisfaction dalam penggunaan chatbot untuk berinteraksi dengan perusahaan, jumlah sampel yang terbatas, dan sampel hanya berasal dari beberapa kota. Selanjutnya extrinsic value dan online convenience berpengaruh terhadap costumer satisfaction, sedangkan intrinsic value tidak berpengaruh. Hasil – Hasil penelitian menunjukkan bahwa responsiveness chatbot berpengaruh terhadap extrinsic value, intrinsic value, dan online convenience. ![]() Analisa structural equation modeling menggunakan Amos. Tujuan Penelitian – Penelitian ini bertujuan untuk meneliti peran responsiveness chatbot artificial intelligence dalam membentuk customer satisfaction Desain/Metodologi/Pendekatan – Dalam penelitian ini metode pengumpulan data menggunakan kuesioner yang disebar terhadap 260 responden. ![]() ![]() This research extends understanding of the online customer experience with chatbots in e-retailing and provides empirical evidence by showing that extrinsic and intrinsic values of online customer experience are enhanced by chatbot adoption. Furthermore, online customer experience had a positive relationship with customer satisfaction, and personality influenced the relationship between the usability of the chatbot and extrinsic values of customer experience. The usability of the chatbot had a positive influence on extrinsic values of customer experience, whereas the responsiveness of the chatbot had a positive impact on intrinsic values of customer experience. The authors used a quantitative approach to collect 425 useable online questionnaires and Statistical Product and Service Solutions (SPSS) and SmartPLS to analyze the measurement model and proposed hypotheses. This study explores the role of AI chatbots in influencing the online customer experience and customer satisfaction in e-retailing.Ī research model based on the technology acceptance model and information system success model is proposed to describe the interrelationships among chatbot adoption, online customer experience and customer satisfaction. The rapid evolution in artificial intelligence (AI) has redefined the customer experience and created huge opportunities for companies to interact with customers using chatbots.
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