The Effect of Chatbot Usage on Customer Satisfaction: A Quantitative Study of Shopee, Tokopedia, and Lazada Using SmartPLS

Mira Afrina; Naretha Kawadha Pasemah Gumay; Ardina Ariani; Mukhlis Febriady

doi:10.32736/sisfokom.v14i1.2312

Authors

Mira Afrina Department of Information Systems, Faculty of Computer Science, Sriwijaya University
Naretha Kawadha Pasemah Gumay Department of Information Systems, Faculty of Computer Science, Sriwijaya University
Ardina Ariani Department of Informatics Engineering, Faculty of Computer Science, Sriwijaya University
Mukhlis Febriady Institute of Technology and Science Nahdlatul Ulama Sriwijaya South Sumatera

DOI:

https://doi.org/10.32736/sisfokom.v14i1.2312

Keywords:

Anita Cassidy Method, Information Systems, IT/IS Strategic Plan

Abstract

With the increasing growth of e-commerce, it is important to identify the features available in e-commerce applications that can provide customer satisfaction. One of the features in e-commerce is the chatbot. Chatbots in e-commerce can provide various services to users, such as assistance in product search, ordering, product information, payment processing, customer support, and more. This research aims to analyze and understand how the response quality of each chatbot in e- commerce platforms such as Shopee, Tokopedia, and Lazada affects e-commerce user satisfaction. This study employs a quantitative methodology, integrating data analysis conducted through the SmartPLS 4.1 software. The research results show that the chatbot in Shopee platform has a impact on customer satisfaction. The same goes for chatbot in Tokopedia platform, but there are two variables that do not have a direct impact, there are information quality and waiting time. Meanwhile, chatbot in Lazada platform does not affect customer satisfaction. The findings of this research should reveal new strategies for leveraging chatbot technology to better satisfy customers in e- commerce environments, as well as lay the groundwork for further research on how artificial intelligence can shape customer experiences in the future.

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