DAMPAK KUALITAS LAYANAN ARTIFICIAL INTELLIGENCE TERHADAP LOYALITAS PELANGGAN PADA E-COMMERCE DI INDONESIA
DOI:
https://doi.org/10.46229/b.e.e..v6i1.885Kata Kunci:
AI chatbots, Service quality, Satisfaction, Cognitive trustAbstrak
Hasil penelitian ini membahas yang bertujuan untuk menyelidiki pengaruh kualitas layanan chatbot kecerdasan buatan (AI) terhadap loyalitas pelanggan pada suatu organisasi. Melalui model rantai berurutan dari loyalitas kualitas layanan, penelitian ini mengklasifikasikan kualitas layanan AI chatbot menjadi sembilan atribut dan mengembangkan model penelitian untuk mengeksplorasi mekanisme internal tentang pengaruh kualitas layanan AI chatbot terhadap loyalitas pelanggan. Temuan ini dapat membantu organisasi dalam meningkatkan persepsi nilai, kepercayaan, kepuasan, dan loyalitas pelanggan, serta memberikan panduan dalam pengembangan, adopsi, dan pasca-adopsikepercayaan afektif, dan kepuasan. Penelitian ini memberikan kontribusi pada pemahaman tentang kualitas layanan dalam konteks sistem informasi (IS) dan memperluas model rantai sekuensial loyalitas kualitas ke dalam konteks layanan AI. Temuan ini dapat membantu organisasi dalam meningkatkan persepsi nilai, kepercayaan, kepuasan, dan loyalitas pelanggan, serta memberikan panduan dalam pengembangan, adopsi, dan pasca-adopsi chatbot AI.
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