ANALISIS PENGARUH CHATBOT DAN KUALITAS E-SERVICE TERHADAP KEPUASAN PELANGGAN PADA APLIKASI SHOPEE

Chatbot is an artificial intelligence program with Natural Language Processing (NLP) designed to help companies interact with consumers. Chatbots are able to imitate humans to serve and fulfill consumer needs in the form of text or voice. With fast and responsive service, Chatbot can be accessed 24 hours a day, this makes it easier for companies and consumers to interact with each other. The aim of this research is to find out and analyze the influence of Chatbot in the Shopee application as well as customer satisfaction in using Chatbot and e- service. Research This method uses a descriptive method with a quantitative approach. The sample data population in this research is users of the Shopee application in Sukabumi Regency with a total of 100 respondents. The data used in this research is primary data, namely by distributing questionnaires. The data analysis technique used in this research is a quantitative data analysis technique in processing the data using Smart Pls. The results of the research are that the Chatbot and e-service in the Shopee application have a very positive and significant influence on users because the Chatbot and e-service provide a lot of good service and a quick response if the user wants to consult about purchasing an item or product.

Keywords : Chatbot, Customer Satisfaction, E-service, Shopee