Anteseden brand-relationship quality pada chatbot e-commerce

DETAIL KOLEKSI

Anteseden brand-relationship quality pada chatbot e-commerce

Oleh : Zefanya

Info Katalog

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2024

Pembimbing 1 : Ina Octaviana Matusin

Pembimbing 2 : Susi Muchtar

Kata Kunci : chatbot, customer satisfaction, information quality, system quality, brand relationship, e-commerce

Status Posting : Published

Status : Lengkap

File Repositori

No.	Nama File	Hal.
1.	2024_SK_SMJ_022002002009_Halaman-Judul.pdf	11
2.	2024_SK_SMJ_022002002009_Surat-Pernyataan-Revisi-Terakhir.pdf	1
3.	2024_SK_SMJ_022002002009_Surat-Hasil-Similaritas.pdf
4.	2024_SK_SMJ_022002002009_Halaman-Pernyataan-Persetujuan-Publikasi-Tugas-Akhir-untuk-Kepentingan-Akademis.pdf	1
5.	2024_SK_SMJ_022002002009_Lembar-Pengesahan.pdf
6.	2024_SK_SMJ_022002002009_Pernyataan-Orisinalitas.pdf	1
7.	2024_SK_SMJ_022002002009_Formulir-Persetujuan-Publikasi-Karya-Ilmiah.pdf	1
8.	2024_SK_SMJ_022002002009_Bab-1.pdf
9.	2024_SK_SMJ_022002002009_Bab-2.pdf
10.	2024_SK_SMJ_022002002009_Bab-3.pdf
11.	2024_SK_SMJ_022002002009_Bab-4.pdf
12.	2024_SK_SMJ_022002002009_Bab-5.pdf
13.	2024_SK_SMJ_022002002009_Daftar-Pustaka.pdf
14.	2024_SK_SMJ_022002002009_Lampiran.pdf

Abstrak
Abstract

P enelitian ini membahas pengaruh information quality, system quality, dan experience with chatbot terhadap customer satisfaction di platform e-commerce, serta bagaimana customer satisfaction mempengaruhi brand-relationship quality. Dengan menggunakan metode purposive sampling, data dikumpulkan dari 190 responden yang pernah berinteraksi dengan chatbot di platform e-commerce. Hasil penelitian menunjukkan bahwa information quality dan system quality yang baik serta pengalaman positif dalam berinteraksi dengan chatbot berpengaruh positif terhadap customer satisfaction. Selain itu, customer satisfaction juga berpengaruh positif terhadap brand-relationship quality. Penelitian ini menekankan pentingnya peningkatan information quality, system quality, dan pengalaman interaksi untuk meningkatkan kepuasan dan loyalitas pelanggan dalam e-commerce. Dengan demikian, perusahaan e-commerce diharapkan dapat terus meningkatkan information quality dan system quality serta memberikan pengalaman interaksi yang positif kepada pelanggan untuk membangun hubungan yang lebih kuat dengan merek e-commerce.

T his study examines the impact of information quality, system quality, and experience with chatbots on customer satisfaction in e-commerce platforms, as well as how customer satisfaction affects brand-relationship quality. Using purposive sampling, data were collected from 190 respondents who had interacted with chatbots on e-commerce platforms. The results indicate that good information quality and system quality, along with a positive experience interacting with chatbots, positively influence customer satisfaction. Furthermore, customer satisfaction positively affects brand-relationship quality. This study emphasizes the importance of improving information quality, system quality, and interaction experiences to enhance customer satisfaction and loyalty in e-commerce. Consequently, e-commerce companies are expected to continuously improve information quality and system quality, as well as provide positive interaction experiences for customers to build stronger relationships with their e-commerce brands.