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

Abstract

This study evaluates the variables influencing users' satisfaction with Indonesian Banking Chatbots after the COVID-19 outbreak. The study examined several factors, including system quality, information quality, service quality, perceived value, and situational factors. All of these were examined using purpos-ive sampling to obtain information from 161 respondents. According to the research criteria, participants had to be DKI Jakarta locals and have used Banking Chatbot services before. The sample size was calculated using the G*Power approach. The influence of each variable on customer satisfaction with Banking Chatbot services was examined, with an intention to use serving as an intervening variable. After gathering the data, the results were analyzed using Partial Least Squares Structural Equation Modelling (PLS-SEM 4.0). The study's findings indicate that situational factors and perceived value elements indirectly but positively influence consumer satisfaction, while intention to use has a direct and positive influence. By focusing on these aspects and associated indications, Indonesia's banking management can utilize this model to improve customer satisfaction and intention in using Chatbot services.