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All Journal Jurnal Manajemen dan Bisnis Sriwijaya JURNAL AKUNTANSI, MANAJEMEN DAN EKONOMI Jurnal Ekonomi
Kurniawati Kurniawati
Trisakti University
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Peran Responsiveness Chatbot Artificial Intelligence Dalam Membentuk Customer Satisfaction Yudha Nugraha; Yolanda Masnita; Kurniawati Kurniawati
JURNAL MANAJEMEN DAN BISNIS SRIWIJAYA Vol 20, No 3 (2022): Jurnal Manajemen dan Bisnis Sriwijaya
Publisher : Program Studi Magister Manajemen FE Unsri

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29259/jmbs.v20i3.18528

Abstract

Tujuan Penelitian – Penelitian ini bertujuan untuk meneliti peran responsiveness chatbot artificial intelligence dalam membentuk customer satisfaction Desain/Metodologi/Pendekatan – Dalam penelitian ini metode pengumpulan data menggunakan kuesioner yang disebar terhadap 260 responden. Analisa structural equation modeling menggunakan Amos. Hasil – Hasil penelitian menunjukkan bahwa responsiveness chatbot berpengaruh terhadap extrinsic value, intrinsic value, dan online convenience. Selanjutnya extrinsic value dan online convenience berpengaruh terhadap costumer satisfaction, sedangkan intrinsic value tidak berpengaruh. Keterbatasan Penelitian – Penelitian ini hanya meneliti hanya meneliti terhadap beberapa faktor yang mempengaruhi customer satisfaction dalam penggunaan chatbot untuk berinteraksi dengan perusahaan, jumlah sampel yang terbatas, dan sampel hanya berasal dari beberapa kota. Originality/Value – Penelitian ini adalah penelitian pertama yang meneliti mengenai peran responsiveness chatbot artificial intelligence dalam membentuk customer satisfaction Key Word – Responsiveness, extrinsic value, intrinsic value, online convenience, dan customer satisfaction.
The Impact Of Omnichannel Retail On Customer Patronage Intentions: The Role Of Consumer Empowerment, Service Failure, And Customer Satisfaction Aldino Putra Pambudi; Yolanda Masnita; Kurniawati Kurniawati
Jurnal Akuntansi, Manajemen dan Ekonomi Vol 24 No 4 (2022): October - December, 2022
Publisher : Faculty of Economics and Business, Jenderal Soedirman University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32424/1.jame.2022.24.4.6524

Abstract

The effects of omnichannel integration on customers are examined in this study along with the mediating roles that customer empowerment, customer satisfaction, and service failure perform. Omni-channel retail enables order processing convergence through continuous information exchange, general operations, logistics, and operations with inventory across all channels. To gather information, 160 young Indonesian consumers who have utilized omnichannel-based applications will be questioned. In order to verify validity, reliability, and hypothesis testing, the data was processed using SMART PLS. The findings show that omnichannel integration increases consumer empowerment and satisfaction, which has a beneficial impact on purchasing intentions. The customer's intents are positively impacted by the service's failure as well. This study deepens our understanding of how multichannel shopping boosts purchase and patronage intentions by maintaining services across online and physical channels. In addition to the conclusion that customers prefer omnichannel, research on retail literature, customer experience, and e-commerce is demonstrating the ways in which internal consumer states influence consumers' buy intentions.
INCREASING PURCHASE INTENTION AND E-WOM USING THE ANTECEDENTS OF PARASOCIAL INTERACTION Ramadhan Febratriantoro; Kurniawati Kurniawati; Yolanda Masnita
Jurnal Ekonomi Vol. 12 No. 01 (2023): Jurnal Ekonomi, 2023 Periode Januari - Maret
Publisher : SEAN Institute

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Abstract

The purpose of this study to examines the antecedents of parasocial interaction on purchase intention and e-WOM. This study tested a model that assesses parasocial interaction formed by social media influencer to increase purchase intention and e-WOM. Data were collected from 267 respondents who use social media and purchase coffee. Data analysis has been conducted using AMOS-Structural Equation Modelling (SEM). The result shows that there is a significant effect of social attractiveness on parasocial interaction, parasocial interaction on purchase intention and parasocial interaction on e-WOM. Another result shows that there is no significant effect of openness and interactivity on parasocial interaction. Among variable tested, the interactivity is the lowest. It indicates that social media influencer must upgrade their level of interactivity to their followers by creating a connection with their followers because the way social media influencer interact will make them feel important.
Co-Authors Aldino Putra Pambudi Ramadhan Febratriantoro Yolanda Masnita Yudha Nugraha