Open AccessANALYSIS OF E-SERVICE CHATBOT AND SATISFACTION OF BANKING CUSTOMERS IN INDONESIA
Author(s) -
Andi Wiliam,
Sasmoko Sasmoko,
Harjanto Prabowo,
Mohammad Hamsal,
Elfindah Princes,
Yasinta Indrianti
Publication year - 2019
Publication title -
asia proceedings of social sciences
Language(s) - English
Resource type - Journals
eISSN - 2663-6638
pISSN - 2663-662X
DOI - 10.31580/apss.v4i3.860
Subject(s) - chatbot , business , customer satisfaction , service (business) , marketing , indonesian , mobile banking , computer science , world wide web , linguistics , philosophy
This research was conducted to qualitatively analyze the actual opportunities of banking e-service chatbot to satisfy Indonesian banking customers and also to explore qualitatively what factors were expected to affect customer satisfaction in its implementation through the experience review of other companies as users of e-service chatbots. In this study, the authors used literature studies on the experiences of various companies when using e-service chatbots to satisfy their customers, which then contextualized into the banking industries in Indonesia. The results of the study found that the e-service chatbots had the opportunity to increase the satisfaction of banking customers in Indonesia. This opportunity occured when the customer had fully experienced digital literacy and they experienced the readiness to change a stage of banking services. The results of the study also found that the opportunities for the Indonesian banking industry that have been fully implemented since the beginning of their governance were arranged electronically, so that their customers experienced good readiness which ultimately resulted in good customer satisfaction. The implication of this research is the importance of banking governance to seriously carry out digital transformation as an excellent service through chatbots.
Keywords: Chatbot, E-Service, E-Satisfactions, E-Retention