Trust and Commitment Toward Mobile Payment Platform

Sembiring, Oktyfany; Aruan, Daniel Tumpal Hamonangan

doi:10.21009/jobbe.004.2.04

Cited by 3 publications

(4 citation statements)

References 2 publications

(3 reference statements)

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“…Therefore, trust must be analyzed. It can be measured with several indicators (Sembiring & Aruan, 2020). First, system security is the main indicator of measuring the level of user confidence in using the system because some information system requires users' privacy or identity data.…”

Section: Trustmentioning

confidence: 99%

A Review of How to Use Chatbots in the Future

Sholihah

Saputra

2022

IC-EBGC

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The current, rapid advancement of technology across all fields, including services based on artificial intelligence (AI), serves as the driving force for this study. In contrast to other forms of AI technology, chatbots may interact with clients directly and without human intervention. According to the studied research, chatbots have a chance of failing. Additionally, if the "practice" data utilized is not as exact, the dialogue cannot be understood, and last but not least, secure personal data. Chatbots are not a new concept, but they still have room for development. Additionally, it is envisaged that industry participants will gain knowledge of the function of automation so they may use chatbots to boost business profitability and provide efficiency in many operational fields. Keywords: Perceived ease of use; trusts; continuous intention to use; chatbots; literature review

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Section: Trustmentioning

confidence: 99%

A Review of How to Use Chatbots in the Future

Sholihah

Saputra

2022

IC-EBGC

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“…Customer satisfaction with a system can be measured through system quality, information quality, service quality, usability intensity [24]. Other variables need to be measured, too, such as trust [25], perceived value [26], situational factors [27], and personal factors [22]. Then, customer satisfaction can also be analyzed using customer expectation, which compares what customers want to get and what the system has provided [28].…”

Section: A Customer Satisfactionmentioning

confidence: 99%

“…Therefore, trust must be analyzed. It can be measured with several indicators [25]. First, system security is the main indicator of measuring the level of user confidence in using the system because some information system requires users' privacy or identity data.…”

Section: H Trustmentioning

confidence: 99%

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Evaluation of Customer Satisfaction on Indonesian Banking Chatbot Services During the COVID-19 Pandemic

Mulyono

Sfenrianto

2022

CommIT (Communication and Information Technology) Journal

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The new normal lifestyle during the COVID-19 pandemic encourages every individual to change their behavior towards digital transformation. A banking chatbot is one of the financial technologies promoted by the banking industry to meet the needs of its customers during the pandemic. However, there is still a gap between the quality of the developed chatbot service and customer expectations. The research is conducted to evaluate the factors that affect customer satisfaction with Indonesian banking chatbot services during the COVID-19 pandemic. Data are collected through filling out questionnaires by 222 respondents using the snowball sampling technique. Only 100 respondents are selected and fit into the research criteria consisting of them who domicile in the JABODETABEK area and experience using Indonesian banking chatbot services. The number of respondents used as many as 100 people is also determined based on the ten times rule method and Slovin method. The variables analyzed in the research are system quality, information quality, service quality, trust, perceived value, situational factor, and personal factor. Each variable is observed for its effect on the intention to use and customer satisfaction in using Indonesian banking chatbot services. Then, the obtained data are analyzed using PLS-SEM. The results indicate that system quality, service quality, and information systems significantly positively affect customer satisfaction using Indonesian banking chatbot services. Moreover, information quality and personal factor also affect intention to use Indonesian banking chatbot services significantly and positively. The results are expected to recommend the banking industry to develop banking chatbot services to increase customer satisfaction and intention to use banking chatbot services.

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