FACTORS INFLUENCE SATISFACTION AND CONTINUANCE INTENTION OF CHATBOT USERS
The pandemic situation has led to increased penetration in the digitalization sector, one of which is online shopping. The increase in online shopping activities poses challenges for businesses in serving consumers, especially customer service. In the midst of this situation, chatbots can be a s...
Saved in:
| Main Author: | |
|---|---|
| Format: | Theses |
| Language: | Indonesia |
| Subjects: | |
| Online Access: | https://digilib.itb.ac.id/gdl/view/63189 |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
| Institution: | Institut Teknologi Bandung |
| Language: | Indonesia |
| Summary: | The pandemic situation has led to increased penetration in the digitalization sector, one
of which is online shopping. The increase in online shopping activities poses challenges for
businesses in serving consumers, especially customer service. In the midst of this situation,
chatbots can be a solution to provide better service to consumers.
Satisfaction and continuance intention of chatbot are important variables because it is
related to several desired outcomes by businesses. The main focus of this final project is to
examine the factors related to satisfaction and continuance intention. This final project is
contextualized in the case of a chatbot platform service provider from Telkom so that internal
and external analysis from Telkom is carried out as a reference in recommending business
strategies.
By using the SEM-PLS method on 210 respondents' data collected, it was concluded
that satisfaction was significantly influenced by confirmation of expectations, perceived ease
of use, and perceived enjoyment. Meanwhile, the continuance intention is significantly
influenced by satisfaction, perceived usefulness, and perceived enjoyment. External analysis
using PEST, Porter 5 Forces, and competitor analysis, and internal analysis using VRIO, shows
that Telkom is in good condition in the chatbot platform business. Thus, suggestions for
routinely conducting research on chatbot expectations and performance, developing chatbot
systems, providing business guidance on what information and how to present it, and creating
chatbot personas, are things that are possible and highly recommended for Telkom. |
|---|