Evaluation of Customer Satisfaction on Indonesian Banking Chatbot Services After the COVID-19 Pandemic

The new normal lifestyle during the COVID-19 pandemic encourages every individual to change their behavior towards digital transformation. A banking chatbot is one of the financial technologies promoted by the banking industry to meet the needs of its customers during the pandemic. However, there is still a gap between the quality of the developed chatbot service and customer expectations. The research is conducted to evaluate the factors that affect customer satisfaction with Indonesian banking chatbot services during the COVID-19 pandemic. Data are collected through filling out questionnaires by 222 respondents using the snowball sampling technique. Only 100 respondents are selected and fit into the research criteria consisting of them who domicile in the JABODETABEK area and experience using Indonesian banking chatbot services. The number of respondents used as many as 100 people is also determined based on the ten times rule method and Slovin method. The variables analyzed in the research are system quality, information quality, service quality, trust, perceived value, situational factor, and personal factor. Each variable is observed for its effect on the intention to use and customer satisfaction in using Indonesian banking chatbot services. Then, the obtained data are analyzed using PLS-SEM. The results indicate that system quality, service quality, and information systems significantly positively affect customer satisfaction using Indonesian banking chatbot services. Moreover, information quality and personal factor also affect intention to use Indonesian banking chatbot services significantly and positively. The results are expected to recommend the banking industry to develop banking chatbot services to increase customer satisfaction and intention to use banking chatbot services.

Background: The post-pandemic period has presented challenges for e-commerce platforms, including Shopee, as they face declining customer loyalty, which affects user experience. Customer loyalty is a critical factor in sustaining business competitiveness, making it essential to understand the role of service attributes. Purpose: This study examines the impact of information quality, privacy, security, and delivery on customer loyalty among Shopee users in Jakarta. Furthermore, it investigates the role of customer satisfaction in mediating the relationship between service attributes and customer loyalty.Design/methodology/approach: The study employed a quantitative approach using the Partial Least Squares Structural Equation Modeling (PLS-SEM) version 4.1.0.8 for data analysis. A total of 241 Shopee users in Jakarta were surveyed through a purposive sampling method. Data was collected using Google Forms distributed through various social media platforms, ensuring responses from active Shopee users familiar with the platform's service attributes.Finding/result: Information quality, security, and delivery positively and significantly impact customer loyalty. Information quality, privacy, security, and delivery positively and significantly influence customer satisfaction. Customer satisfaction mediates the effects of information quality, security, and delivery on customer loyalty.Conclusion: Service attributes, namely information quality, security, and delivery, are essential in influencing customer loyalty through customer satisfaction among online shopping platform users. Originality/value (State of the art): This is the first study of how service attributes influence customer loyalty among Shopee users in Jakarta through the mediating role of customer satisfaction. This study contributes to the existing literature by addressing an empirical gap and examining the influence of information quality on customer loyalty and privacy on customer satisfaction. While previous studies have explored these relationships, inconsistencies in findings highlight the need for further empirical validation. By reassessing these variables within the context of Shopee users in Jakarta, this research provides deeper insights into their roles in shaping customer satisfaction and loyalty. Keywords: Service Attributes, customer satisfaction, customer loyalty, Shopee, e-commerce

The financial services sector, particularly banking, fundamentally relies on trust as a cornerstone of its business operations. For bank customers, trust is a critical factor influencing their decision to establish and maintain transactional relationships, including the utilization of financial services. This research aims to comprehensively examine how electronic service quality (e-service quality) and customer satisfaction contribute to enhancing customer trust in Islamic Banks. Employing university students enrolled in Islamic higher education institutions in Malang, East Java, Indonesia, as the unit of analysis, this study adopts a quantitative approach. Data were collected from a sample of 97 Islamic bank customers through online questionnaires and analyzed using the Partial Least Squares Structural Equation Modeling (PLS-SEM) technique. Result show that E-Service Quality has a positive and significant effect on Customer Satisfaction with a path coefficient (β) of 0.798. This is the largest coefficient among the relationships studied, indicating a strong positive effect. Furthermore, Customer Satisfaction also shows a positive and significant influence on Customer Trust with a path coefficient (β) of 0.611. Lastly, the direct effect of E-Service Quality on Customer Trust has a path coefficient (β) of 0.199, which is not significant. The research findings indicate that e-service quality exerts the most substantial positive and significant influence on customer satisfaction within the tested research model. However, the analysis reveals that e-service quality does not have a direct significant impact on customer trust. Instead, customer trust is significantly influenced by the level of satisfaction experienced by customers. The crucial implication of this study lies in the affirmation of customer satisfaction as a primary outcome of e-service quality and simultaneously a key determinant in building customer trust, specifically within the context of Islamic bank customers. These results underscore the importance for Islamic banking institutions to prioritize the enhancement of their e-service quality to cultivate high levels of customer satisfaction, which will ultimately strengthen customer trust and long-term loyalty. This research provides empirical contributions to understanding the dynamics of trust in the Islamic banking context and offers strategic implications for bank management.

This study contributes to examining the influence of cafe atmosphere and food quality on revisit intention, with customer satisfaction as a mediating variable at Kopi Janji Jiwa. A quantitative method was employed using purposive sampling, involving 273 respondents. Data were analyzed using SmartPLS 4 with the Partial Least Squares Structural Equation Modeling (PLS-SEM) approach. The hypothesis testing revealed that both cafe atmosphere and food quality significantly affect customer satisfaction. Furthermore, food quality and satisfaction directly influence revisit intention. However, cafe atmosphere does not have a direct impact on revisit intention but shows an indirect effect through customer satisfaction. These findings emphasize that food quality and cafe atmosphere play a crucial role in shaping customer satisfaction, which in turn drives revisit intention. Although cafe atmosphere was not found to have a direct effect, its influence becomes significant when customers are satisfied.This study contributes to examining the influence of cafe atmosphere and food quality on revisit intention, with customer satisfaction as a mediating variable at Kopi Janji Jiwa. A quantitative method was employed using purposive sampling, involving 273 respondents. Data were analyzed using SmartPLS 4 with the Partial Least Squares Structural Equation Modeling (PLS-SEM) approach. The hypothesis testing revealed that both cafe atmosphere and food quality significantly affect customer satisfaction. Furthermore, food quality and satisfaction directly influence revisit intention. However, cafe atmosphere does not have a direct impact on revisit intention but shows an indirect effect through customer satisfaction. These findings emphasize that food quality and cafe atmosphere play a crucial role in shaping customer satisfaction, which in turn drives revisit intention. Although cafe atmosphere was not found to have a direct effect, its influence becomes significant when customers are satisfied.

This research aims to empirically test E-S-QUAL, bank service quality, and customer satisfaction on customer retention intention with gender as a moderating variable. The total sample in this study was 194 respondents, who were digital bank users in Jakarta who were collected by using Google Form. The sample were selected by using convenience sampling technique. The data analysis technique uses Partial Least Square-Structural Equation Modeling (PLS-SEM) by using SmartPLS4 software. The research results show that E-S-QUAL, bank service quality, and customer satisfaction influence customer retention intention positively among digital bank users. Next, E-S-QUAL and bank service quality have a positive influence on customer satisfaction. Furthermore, customer satisfaction mediates the positive influence of E-S-QUAL and bank service quality on customer retention intention among digital bank users. Finally, female gender can moderate the influence of E-S-QUAL and bank service quality on customer satisfaction among digital bank users. However, male gender can only moderate the influence of E-S-QUAL on customer satisfaction, but cannot moderate the influence of bank service quality on customer satisfaction.

The growth of Islamic banking has continued steadily in Indonesia and globally, yet maintaining customer loyalty remains a persistent challenge amid increasing competition from conventional banks and fintech services. This study examines the mediating role of Strategic Experiential Modules (SEMs) in the relationship between servicescape elements such as ambient conditions, layout design, and signs and symbolic design, and customer satisfaction and loyalty in Islamic banking. Employing a comparative and explanatory approach, data were collected from 397 Muslim and non-Muslim customers of Islamic banks in Indonesia using purposive sampling, then analyzed using Partial Least Squares Structural Equation Modeling (PLS SEM). The results indicate that layout and symbolic design significantly influence SEMs, which in turn have a strong positive effect on customer satisfaction and loyalty. Satisfaction also acts as a significant predictor of loyalty. Notably, the SEMs framework proved effective across religious segments, affirming its relevance in both value driven and inclusive service contexts. The study underscores the need for Islamic banks to enhance physical design, symbolic cues, and emotional engagement to deliver more holistic and meaningful service experiences. These findings suggest that integrating experiential strategies with inclusive service principles is essential for building long term customer relationships in Islamic banking.

This study aims to examine the role of product characteristics and price discounts in building customer satisfaction and loyalty. The study is motivated by the growing competition among café businesses, where customer retention and satisfaction are crucial for business sustainability. This research explores whether product features and price discounts can effectively shape customer loyalty, either directly or through the mediating role of customer satisfaction. Using a quantitative approach, data were collected through purposive sampling involving 114 respondent who had previously visited MoMoo Café, located in a popular culinary tourism area. The analysis was conducted using Partial Least Squares Structural Equation Modeling (PLS-SEM) to test the proposed hypotheses. The results show that price discounts do not have a direct and significant effect on customer loyalty. However, discounts were found to significantly influence customer satisfaction, which in turn significantly affects customer loyalty. This indicates that although discounts do not directly create loyal customers, they enhance satisfaction through the perception of value received, which subsequently drives loyalty. In contrast, product characteristics were found to have no significant influence, either directly on loyalty or on customer satisfaction. These findings highlight the importance of customer satisfaction as a strategic mediator in the formation of loyalty. Therefore, businesses operating in tourist areas should not rely solely on price promotions but should focus on creating a satisfying customer experience. Enhancing service quality, ambiance, and emotional engagement with the brand can result in more sustainable loyalty than price-based incentives alone. This study contributes to the consumer behavior literature in the tourism context by emphasizing the indirect role of price discounts and the central position of satisfaction in building long-term customer relationships.

Purpose Phygital is a promising phenomenon that employs cutting-edge technology to connect digital and physical spaces, providing users with interactive experiences. This research empirically examines the factors influencing customer loyalty between the two generational cohorts (Gen X and Gen Y) towards phygital services in the retail banking industry. Design/methodology/approach The researchers conducted a quantitative study through self-administered questionnaires, which included 493 respondents from Generation (Gen) X and 509 from Gen Y. The “partial least square-structural equation modelling (PLS-SEM)” was used for testing. Findings The standardised path coefficients show that in Gen X and Gen Y, customer trust and system quality significantly influence customer engagement and customer satisfaction; however, security and privacy risk have an insignificant influence on customer engagement and customer satisfaction. Surprisingly, perceived value significantly influences customer engagement and insignificantly influences customer satisfaction in Gen X. Further, perceived value substantially affects customer engagement and satisfaction in Gen Y. Moreover, there is a significant association between customer engagement, satisfaction and loyalty in both generations. Practical implications The present research is unique and offers insightful implications for several stakeholders, including customers, bank managers and practitioners, to understand the potential of phygital settings in transforming the landscape of banking transactions. Originality/value This study is a preliminary investigation concentrating on customer behaviour towards phygital services in the retail banking industry. Furthermore, this study provides valuable contributions to banking literature through a comparative assessment of Gen X and Gen Y by shedding light on the unexplored realm of phygital services from the perspective of a developing nation, i.e. India.

This study aims to comprehensively examine the effect of service quality and customer value on customer satisfaction, while also exploring the role of trust as a moderating variable. The focus of the research is on participants of the Digital Marketing Independent Internship at PT Satukelas Adhyapana Nusantara, Jakarta. An explanatory quantitative approach was employed, involving 87 respondents selected through purposive sampling. The collected data were analyzed using the Partial Least Squares Structural Equation Modeling (PLS-SEM) method with the assistance of SmartPLS 4 software. The results indicate that both service quality and customer value have a significant positive effect on customer satisfaction. Trust was also found to have a direct effect on satisfaction. However, the moderating role of trust was significant only in the relationship between service quality and customer satisfaction. In contrast, its moderating effect on the relationship between customer value and satisfaction was found to be statistically insignificant. These findings provide empirical support for the SERVQUAL theory, the concept of customer value, and the performance-expectations model, while also reinforcing literature that highlights the importance of trust in sustaining customer relationships. From a practical standpoint, this research emphasizes the need for strategies that integrate service quality enhancement with the delivery of perceived value, accompanied by efforts to build and maintain trust as a reinforcing factor for satisfaction. This combination of strategies is expected to enhance positive customer experiences, foster loyalty, and sustain long-term relationships. Furthermore, this study offers valuable contributions for developing marketing strategies and managing customer relationships in the digital education sector, which faces increasingly intense competition and challenges in the era of technological transformation and globalization.

This study aims to analyze the influence of brand experience, brand trust, and customer satisfaction on brand loyalty in halal skincare products. Additionally, this research explores the mediating role of customer satisfaction in the relationship between brand experience and brand loyalty. This study employs a quantitative approach, collecting data through an online questionnaire distributed to consumers of the halal skincare brand Somethinc. The data collected was analyzed using the Partial Least Squares Structural Equation Modeling (PLS-SEM) method with the help of SmartPLS software. The results indicate that brand experience, brand trust, and customer satisfaction have a positive and significant influence on brand loyalty. Furthermore, customer satisfaction significantly mediates the relationship between brand experience and brand loyalty. This study has several limitations, including its focus on a single halal skincare brand, Somethinc, making it difficult to generalize the findings to other brands. Additionally, the cross-sectional approach used does not allow for observing long-term changes in brand loyalty. This research contributes to both academics and marketing practitioners by providing insights into the factors influencing brand loyalty in halal skincare products. The findings can be used by companies to enhance their marketing strategies by strengthening brand experience, building customer trust, and improving satisfaction to maintain customer loyalty.

Purpose This study aims to explore how the “new normal” induces the dynamics in the asymmetric relationship between service quality attributes and customer satisfaction. Design/methodology/approach This study analyzes online reviews for hotels in New York City. The authors use multi-attribute models to examine how a situational factor – the COVID-19 outbreak – creates dynamics in the asymmetric effect of service quality attributes on customer satisfaction. Then, the authors examine the change in these dynamics over time after adjusting to the “new normal.” Findings The COVID-19 pandemic has introduced dynamics into the asymmetrical relationship between hotel service attribute performances and customer satisfaction. The pandemic magnified the asymmetric influences of particular attributes on satisfaction in the hospitality industry. In addition, the findings indicate the changes in such dynamics over time. Practical implications The findings emphasize that hotel managers should consider situational factors when understanding customer satisfaction. Particularly, this study suggests developing tailored strategies for responses during the COVID-19 pandemic. Hotel managers need to address changing customer expectations of service attributes to overcome unprecedented difficulties because of the limitations and new needs imposed during the pandemic. Originality/value This study contributes to the hospitality literature with an understanding of the significance of situational factors in asymmetric analysis.

Objectives: This study aims to evaluate the impact of AI-based skin analysis on customer satisfaction in skin clinics in Indonesia, in particular on how the AI integration to services affects the satisfaction across several key service touchpoints such as judgement on physician, treatment quality, judgement on physician, and treatment quality. Theoretical Framework: This study is grounded in service quality theory and Technology Acceptance Model (TAM), conceptualizing the mediating role of AI adoption between the clinical service quality and customer satisfaction. In addition, customer age was examined as moderating demographic factor that influences technology acceptance. Method: This study employed a quantitative research design. Data were collected using cross-sectional online survey to 392 female respondents who experienced the service using AI-based skin analysis tool in a reputable skin clinic chain in Indonesia. The survey measured constructs such as physician judgement, treatment quality, clinic cleanliness, clinic timeliness, AI Adoption, and customer satisfaction using 1-4 scale of satisfaction level. The data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) to accommodate the complex research model. The relationship analysis and hypothesis testing were done using a statistic software, SmartPLS 4.0. Results and Discussion: The findings from this study confirm that AI adoption positively impacts customer satisfaction in skin clinics, especially by improving physician’s competence, communication skills and ensuring accuracy of treatments. Amongst service touchpoints being analyzed, clinic timeliness was the strongest factor influencing customer satisfaction, which confirms that service efficiency remains crucial in shaping customer satisfaction. Judgement on physician and treatment quality positively influenced AI adoption, reflecting the importance of trust, competence and treatment effectiveness in driving technology acceptance. While AI adoption was found positively affected customer satisfaction, which confirms that AI implementation with high result accuracy improves perceived satisfaction. The moderating role of customer age suggests that age affects how patients perceive and accept AI-based skin analysis tool. Research Implications: The findings of this study provide insights for skin clinics and other healthcare providers to enhance customer satisfaction through leveraging AI integration in their services. It was also found out that both operational efficiency and high hygiene standard remains fundamental to getting customer trust and overall satisfaction. Additionally, the integration of AI-based skin analysis into the service has opened a new strategic advantage by producing more accurate and personalized diagnostics, enhancing holistic customer experience. Furthermore, the AI ability to collect and analyze massive data provides support for strategic decision making and expectedly will contribute positively to long-term business growth and innovation leadership in the dermatology sector. Originality/Value: This study contributes to limited body of literature on the impact of AI adoption in dermatological clinics on customer satisfaction, particularly in Indonesia as an emerging market. Unlike previous studies which typically examined technology adoption and customer satisfaction as separate constructs, this study examines their interrelationship to explore how AI-driven services influence the perceived satisfaction.This research also introduces Customer age as a moderating variable to explore how the age group influence the technology acceptance especially in skin clinic. With the wide use of AI especially in healthcare ecosystem, this research provides both academic contribution and practical insights of the use of AI-based tool to enhance service delivery of skin clinics.

As time goes by, restaurant businesses increase significantly in such a way that they encourage businessmen to be aware of improving the competitive advantages to compete tightly. The purpose of this study is to determine whether service quality, competitive prices, and product quality have positive and significant influences on customer satisfaction in the KYF Restaurant, Tangerang, Indonesia. In this study, the data were collected by using the questionnaires. The method used in this study was the survey method. The population in this study refered to the customers of the KYF Restaurant. The samples in this study consisted of 100 respondents and convenience sampling was chosen. The statistical analysis that was used in this study was the PLS-SEM (Partial Least Square-Structural Equation Modeling) with the assistance of the SmartPLS 3.2.6 software. The research results have shown that service quality, prices, and product quality indicate positive and significant influences on customer satisfaction in the KYF Restaurant.

This study aims to analyze the effect of E-Service Quality and Customer Satisfaction on Customer Loyalty on the TikTok Shop platform. With a quantitative approach, data was collected through a survey of 100 respondents who were students of the Faculty of Economics, Nahdlatul Ulama University, Sidoarjo. The analysis was carried out using the Partial Least Squares-Structural Equation Modeling (PLS-SEM) method. The results showed that E-Service Quality and Customer Satisfaction have a positive and significant influence on Customer Loyalty. Partially, Customer Satisfaction has a greater influence than E-Service Quality. Simultaneously, both variables contribute significantly to increasing customer loyalty, with the dominant role of Customer Satisfaction. This research underscores the importance of TikTok Shop to improve efficient and secure e-service quality, and focus on customer satisfaction through an optimal shopping experience. The findings provide strategic insights for e-commerce businesses in increasing customer loyalty.

Tourism is an important sector in national development. Competition for tourist destinations, including Grojogan Sewu Nature Tourism Park, is getting tighter. To compete, managers must offer competitive prices and quality services. Precise prices and good service are not only attractive but also retain customers. Customer satisfaction is the key to success, as it has an impact on loyalty and positive recommendations. Therefore, understanding the influence of price and service on satisfaction and loyalty is very important for managers. This research aims to test the influence of price and service quality on customer satisfaction and loyalty in Grojogan Sewu Nature Tourism Park, Karanganyar. The research method used is quantitative. Data was obtained through a questionnaire filled out by 100 respondents who had visited the location. The analysis technique used is Partial Least Square-Structural Equation Modeling (PLS-SEM) with the help of SMARTPLS 3.0 software. The results of the study show that price and service quality have a positive and significant influence on customer satisfaction, which in turn has a positive and significant effect on customer loyalty. This shows that appropriate pricing and quality service can increase customer satisfaction and loyalty at Grojogan Sewu Nature Tourism Park.