The Impact of Artificial Intelligence Technology in Shopee’s Chatbot Service on Customer Satisfaction in Greater Bandung Area, Indonesia

  • Aflah Malik Alghaniy Politeknik Negeri Bandung
DOI: https://doi.org/10.61242/ijabo.24.337
Keywords: Artificial intelligence, Chatbot, Customer satisfaction, Shopee

Abstract

This study aims to outline the indications of the influence of artificial intelligence technology on Shopee's chatbot service on customer satisfaction. Involving 111 respondents scattered across the Greater Bandung region, the research focuses on those who have used or frequently used Shopee's chatbot service (Choki). The analytical methods employed include a descriptive approach, utilizing correlation and multiple regression as tools. The research findings indicate that artificial intelligence technology in Shopee's chatbot service has a significant influence of 48.2%, while the remaining 51.8% is influenced by other factors.

References

Azizah, D. F., Wibawa, A. P., & Budiarto, L. (2021). Hakikat Epistemologi Artificial Intelligence. Jurnal Inovasi Teknologi Dan Edukasi Teknologi, 1(8), 592–598. https://doi.org/10.17977/um068v1i82021p592-598

Bahartyan, E., Bahtiar, N., & Waspada, I. (2014). Integrasi Chatbot Berbasis Aiml Pada Website E-Commerce Sebagai Virtual Assistant Dalam Pencarian Dan Pemesanan Produk (Studi Kasus Toko Buku Online Edu4indo.Com). Jurnal Masyarakat Informatika, 5(10), 34–43.

Beig, F. A., & Nika, F. A. (2022). Impact of Brand Experience on Brand Equity of Online Shopping Portals: A Study of Select E-Commerce Sites in the State of Jammu and Kashmir. Global Business Review, 23(1), 156–175. https://doi.org/10.1177/0972150919836041

Chaniago, H., Muharam, H., & Efawati, Y. (2023). Metode Riset Bisnis Dan Permodelan (Y. Efawati (ed.)). PT Edukasi Riset Digital.

Csaky, R. K. (2017). Deep Learning Based Chatbot Models. Scientific Students’ Associations Report. http://Arxiv.Org/Abs/1908.08835

Jaya, H., Sabran, Idris, M. M., Djawad, Y. A., Ilham, A., & Ahmar, A. S. (2018). Kecerdasan Buatan. In Fakultas MIPA Universitas Negeri Makassar (Vol. 53, Issue 9).

Kotler, P., Kartajaya, H., & Setiawan, I. (2019). Marketing 4.0: Bergerak dari Tradisional ke Digital. Gramedia Pustaka Utama. https://books.google.co.id/books?id=i-qGDwAAQBAJ&dq=pemasaran+digital+keputusan+pembelian+era+industri+%224+0%22&lr=&source=gbs_navlinks_s

Kusumadewi, S. (2003). Artificial Intelligence. Yogyakarta, Indonesia: Graha Ilmu.

Rahayu, D., Mukrodin, M., & Hariyono, R. C. S. (2020). Penerapan Artificial Intelligence Dalam Aplikasi Chatbot Sebagai Helpdesk Objek Wisata Dengan Permodelan Simple Reflex-Agent (Studi Kasus : Desa Karangbenda). Smart Comp :Jurnalnya Orang Pintar Komputer, 9(1), 7–21. https://doi.org/10.30591/smartcomp.v9i1.1813

Rafi Fauzan Rifaturrahman, Harmon Chaniago. Yen Efawati. (2024). The Effect of E-Service Quality on Repurchase Interests of the Online Shopping Shopee Indonesia. Jurnal Ekonomika dan Manajemen, 13 (1), 8-25, https://doi.org/10.36080/jem.v13i1.2846

Rohaeni, H., & Marwa, N. (2018). Kualitas Pelayanan Terhadap Kepuasan Pelanggan. General Ecodemica, 2(2), 312–318. https://doi.org/10.55208/bistek.v14i2.233

Sheikh, H., Prins, C., & Schrijvers, E. (2023). Mission AI: The new system technology. In The Netherlands Scientific Council for Government Policy, The Hague. https://doi.org/https://doi.org/10.1007/978-3-031-21448-6

Similarweb. (2023, September). Effortlessly Analyze Your Competitive Landscape. https://www.similarweb.com/

Tamara, C. A. J., Tumbuan, W. J. F. A., & Gunawan, E. M. (2023). Chatbots In E-Commerce: A Study Of Gen Z Customer Experience And Engagement – Friend Or Foe? Jurnal EMBA, 11(3), 161–175.

Widjaja, Y. R., & Nugraha, I. (2016). Loyalitas Merek Sebagai Dampak Dari Kepuasan Konsumen. Ikonomika : Jurnal Ekonomi Dan Bisnis Islam (Journal of Islamic Economics and Business), 1(1), 1–13. http://ejournal.radenintan.ac.id/index.php/ikonomika/article/view/138

Published
2024-05-04
How to Cite
Alghaniy, A. M. (2024). The Impact of Artificial Intelligence Technology in Shopee’s Chatbot Service on Customer Satisfaction in Greater Bandung Area, Indonesia. International Journal Administration, Business & Organization, 5(1), 48-55. https://doi.org/10.61242/ijabo.24.337
Issue
Vol. 5 No. 1 (2024): IJABO
Section
Research Articles

Copyright (c) 2024 Aflah Malik Alghaniy

Creative Commons License

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

Copyright Notice

Authors retain copyright to their articles, excluding any third-party images and other material that are subject to copyright by their respective owners.

By submitting the manuscript to the International Journal Administration, Business & Organization (IJABO), the author agrees to this policy.  No special document approval is required.

  1. All the author(s) agree the above article for publication in the Journal «International Journal Administration, Business & Organization (IJABO)».
  2. The above-mentioned article is the author(s)’ original work and has not been published before and is not currently under consideration for publication elsewhere.
  3. All the author(s) agree with the journal’s «International Journal Administration, Business & Organization (IJABO)»  
  4. The Article was not submitted for review to another journal while under review by this journal and will not be submitted to any other journal.
  5. I/we have given final approval of the submitted manuscript.
  6. The Article contain no libelous or other unlawful statements and do not contain any materials that violate any personal or proprietary rights of any other person or entity.
  7. The author(s) no conflict of interest that may affect the integrity and the validity of the findings presented in it.
  8. I/we have obtained written permission from copyright owners for any excerpts from copyrighted works that are included and have credited the sources in the Article.
  9. If I/we am using any personal details or images of patients, research subjects or other individuals, I have obtained all consents required by applicable law and complied with the publisher’s policies relating to the use of such images or personal information.
  10. All Authors are aware that they can deposit (self-archive) (a) submitted article, (b) accepted for publication article or (c) the final published version of the article in any suitable source (e.g., institutional or other specialized repositories, personal websites, etc.) without embargo period. In case of self-archiving authors should also acknowledge the Publisher and the Publication and deposit an URL to the article (if available).

Licence

International Journal Administration, Business & Organization (IJABO) is published under the terms of the Creative Commons Attribution- ShareAlike 4.0 Internasional license (CC BY-SA 4.0). This license permits anyone to:.

Sharing - copy and redistribute this material in any form or format;
Adaptation - modify, modify, and make derivative works of this material for any purpose.

Attribution - You must include the appropriate name, include a link to the license, and state that changes have been made. You may do this in a manner that is appropriate, but not implying that the licensor endorses you or your use.

Share Alike - If you compose, modify, or make derivative works of this material, you must distribute your contributions under the same license as the original material.