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All Journal Equilibrium Asia-Pacific Management and Business Application JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi) MATAPPA: Jurnal Pengabdian Kepada Masyarakat Journal of Social Research EKONOMIKA45 Journal Transformation of Mandalika Jurnal Pengabdian Mandiri Business and Entrepreneurial Review JURNAL ABDI MASYARAKAT INDONESIA (JAMIN)
Renny Risqiani
Universitas Trisakti
Aerospace Engineering Agriculture, Biological Sciences & Forestry Humanities Automotive Engineering Computer Science & IT Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Energy Engineering Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mechanical Engineering Medicine & Pharmacology Physics Social Sciences Other

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Journal : Asia-Pacific Management and Business Application

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Antecedents of Customer Satisfaction Towards Chatbot on Used Car Buying and Selling Platforms in Indonesia Hapizin Yonani Panjaitan; Renny Risqiani
APMBA (Asia Pacific Management and Business Application) Vol 12, No 3 (2024)
Publisher : Department of Management, Faculty of Economics and Business, Brawijaya University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.apmba.2024.012.03.6

Abstract

This research aimed to examine the impact of chatbot service quality, perceived value, cognitive trust, and affective trust on customer satisfaction within the used car buying and selling platforms in the largest metropolis area in the Indonesian capital, namely Jabodetabek region. This research study using a quantitative approach, and involved 268 participants who met the specified criteria. The data analysis and hypothesis testing were conducted using SEM PLS. The findings revealed that the service quality of chatbot significantly influences perceived value, cognitive trust, and affective trust. However, it does not exert a direct impact on customer satisfaction. Notably, perceived value demonstrated a positive correlation with customer satisfaction and acted as a mediator in the positive relationship between chatbot service quality and customer satisfaction. Moreover, cognitive trust was identified as a factor positively affecting customer satisfaction and played a mediating role in the positive connection between chatbot service quality and customer satisfaction. On the other hand, affective trust was found to lack a direct positive impact on customer satisfaction and did not mediate the positive influence of chatbot service quality on customer satisfaction.
Co-Authors Amir Fikri B Medina Nilasari Egabetha Amirah Yudhaputri Erny Tajib Fahmi Abdillah Fransisca Angelina Hapizin Yonani Panjaitan Hasnawati Hasnawati Henny Setyo Lestari Hermanto Yaputra Irma Ade Alisa Jakaria Jakaria M. Fadhil Fausta Marieta Ariani Muhamad Khoirur Riza Muhammad Akbar Nugroho Muhammad Angga Maulana MURTANTO MURTANTO Nabila Armeinita Patrick Anderson Sofia Hasbi Susy Indri Anggraini Timothy Jordan Halomoan Ulfi Naria Rahmawati