Antecedents of Customer Loyalty on AI Chatbot Users in Banking Applications

Authors

  • Abidzar Pahlevi Alghiffari Universitas Trisakti, Indonesia
  • Ina Oktaviana Matusin Universitas Trisakti, Indonesia

DOI:

https://doi.org/10.31004/jptam.v7i2.9380

Keywords:

Service quality, Perceived value, Cognitive trust, Affective trust, Satisfaction, Customer loyalty

Abstract

Penelitian ini bertujuan untuk mencari tahu, menguji dan menganalisis factor-faktor yang mempengaruhi Customer loyalty pada pengguna AI chatbot diaplikasi perbankan. Sampel yang digunakan sebanyak 265 responden. Teknik pengambilan sampel yang digunakan yaitu purposive sampling dan metode analisa yang digunakan yaitu SEM. Variabel independen dalam penelitian ini adalah AI chatbot service quality, cognitive trust, Affective trust, dan satisfaction. Sementara untuk variabel dependennya adalah Customer loyalty. Hasil penelitian menunjukkan bahwa terdapat pengaruh positif AI chatbot service quality terhadap perceived value, terdapat pengaruh positif AI chatbot service quality terhadap cognitive trust, terdapat pengaruh positif AI chatbot service quality terhadap Affective trust, terdapat pengaruh positif AI chatbot service quality terhadap satisfaction, terdapat pengaruh positif Customer loyalty terhadap perceived value, terdapat pengaruh positif Customer loyalty terhadap perceived value, terdapat pengaruh positif Customer loyalty terhadap cognitive trust, terdapat pengaruh positif Customer loyalty terhadap Affective trust, dan terdapat pengaruh positif Customer loyalty terhadap satisfaction.

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Published

31-08-2023

How to Cite

Alghiffari, A. P., & Matusin, I. O. (2023). Antecedents of Customer Loyalty on AI Chatbot Users in Banking Applications. Jurnal Pendidikan Tambusai, 7(2), 18915–18927. https://doi.org/10.31004/jptam.v7i2.9380

Issue

Vol. 7 No. 2 (2023): Agustus 2023

Section

Articles of Research

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