The influence of e-service quality and chatbot usage on customer satisfaction
Keywords:
Retail Business, Chatbot, E-Service Quality, Customer SatisfactionAbstract
The rapid development of digital technology significantly aids in creating excellent services for customers. Excellent customer service is the key to competitive advantage for businesses, particularly in the retail sector. One of the adaptations of digital technology in the retail industry today is the utilization of chatbots as a medium for customer service. This study aims to determine the influence of e-Service Quality and chatbot usage on customer satisfaction in the retail business sector. The research method is quantitative, with a sample of 123 Shopee e-commerce retail customers using chatbots. The data obtained were analyzed using SPSS. The results indicate that e-Service Quality and using chatbots together can enhance customer satisfaction in retail. Therefore, retail businesses must continuously improve e-Service Quality and consistently utilize chatbots.
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