Abstract
Chatbots are becoming increasingly popular in business due to their ability to deliver immediate responses to customers. However, there is limited empirical evidence focusing on customers’ perspectives. This study aims to investigate the determinants of customer satisfaction in chatbot use as well as provide an overview of chatbot users in Indonesia. The research uses quantitative methods and descriptive types of research, with the number of samples being 150 chatbot users. All data collected met the criteria for validity and reliability and were analyzed descriptively and quantitatively through multiple linear regression methods. The research showed that most of the respondents were male chatbot users, aged 18–29 years, had last used chatbots between 1–3 months ago, and used chatbots to convey their complaints/problems. It is also known that banking chatbots are the most frequently used chatbots. Additionally, perceived usefulness and perceived ease of use are the determinants of customer satisfaction in chatbot use. Of these two factors, perceived usefulness has a dominant influence on chatbot consumer (user) satisfaction in Indonesia.
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Disclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.