Hubungan Information Quality, System Quality, Experience Customer Chatbot Sebagai Moderasi Terhadap Customer Satisfaction Shopee di Kota Medan
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Perkembangan pesat e-commerce menuntut platform seperti Shopee untuk mengoptimalkan layanan pelanggan melalui teknologi chatbot. Penelitian ini mengkaji hubungan Information Quality dan System Quality chatbot Shopee terhadap Customer Satisfaction dan Experience Customer Chatbot sebagai variabel moderasi pada pelanggan di Kota Medan, dengan menggunakan Information System Succsess Model (ISSM) sebagai dasar teori. Metode yang digunakan bersifat kuantitatif dengan survey kuesioner online kepada 100 responden purposive sampling, dianalisis menggunakan PLS-SEM melalui Smart-PLS 4.0 untuk menguji empat hipotesis hubungan variabel. Hasil penelitian menunjukkan terdapat hubungan positif dan siginifikan antara Information Quality dengan Customer Satisfaction. Terdapat hubungan positif dan signifikan antara System Quality dengan Customer Satisfaction. Experience Customer Chatbot memoderasi hubungan antara Information Quality dan Customer Satisfaction secara positif dan signifikan. Experience Customer Chatbot memoderasi hubungan antara System Quality dan Customer Satisfaction secara negatif dan signifikan.
Kata Kunci: Kualitas Informasi, Kualitas Sistem, Pengalaman Pengguna Chatbot, Chatbot Shopee, Kepuasan Pelanggan
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DOI: https://doi.org/10.37531/yum.v8i3.9970
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