How to cite this paper
Sanny, L., Susastra, A., Roberts, C & Yusramdaleni, R. (2020). The analysis of customer satisfaction factors which influence chatbot acceptance in Indonesia.Management Science Letters , 10(6), 1225-1232.
Refrences
Asher, N. (2017). A warmer welcome: Application of a chatbot as a facilitator for new hires onboarding. Thesis, Social Media and Web Technologies, Linnaeus University.
Auto2000. (2019, February 14). AUTO2000 MEMPERKENALKAN TASIA, CHATBOT OTOMOTIF PERTAMA DI INDO-NESIA, SEBAGAI VIRTUAL ASSISTANT PELANGGAN 24 JAM. Retrieved October 13, 2019, from Auto2000: https://auto2000.co.id/rilis/auto2000-memperkenalkan-tasia-chatbot-otomotif-pertama-di-indonesia-sebagai-virtual-assistant-pelanggan-24-jam/.
Freire, A. (2000). Inovação - Novos produtos, serviços, serviços e negócios para Portugal. Lisboa: Verbo.
Abdul-Kader, S. A., & Woods, D. (2015). Survey on chatbot design techniques in speech conservation systems. Interna-tional Journal of Advanced Computer Science and Applications, 6(7), 72-80.
Bandalos, D. L. (1996). Confirmatory factor analysis. J. Stevens (Ed.), Applied Multivariate Statistics for the Behavioral Sciences (2nd and 3rd ed., pp. 362-427). New Jersey: Lawrence Erlbaum Associates.
Bartlett, M. S. (1950). Tests of significance in factor analysis. British Journal of Psychology, 3, 77-85.
Brandtzaeg, P. B., & Følstad, A. (2017). Why People Use Chatbots. The Proceedings of the 4th International Conference on Internet Science (pp. 377-392). Thessaloniki: Spinger.
Bricci, L., Fragata, A., & Antunes, J. (2016). The Effects of Trust, Commitment and Satisfaction on Customer Loyalty in the Distribution Sector. Journal of Economics, Business and Management, 4(2), 173–177.
Budzikowska, M., Chai, J., Govindappa, S., Horvath, V., Kambhatla, N., Nicolov, N., & Zadrozny, W. (2001). Conversa-tional sales assistant for online shopping. Proceedings of the First International Conference on Human Language Technology Research (pp. 1-2). New York: IBM T. J. Watson Research Center.
Cassell, J., & Tartaro, A. (2007). Intersubjectivity in Human–Agent Interaction. Interaction Studies, 8, 391-410.
Chu, P. Y., Lee, G. Y., & Chao, Y. (2012). Service quality, customer satisfaction, customer trust, and loyalty in an e-banking context. Social Behavior and Personality: An International Journal, 40(8), 1271–1283.
Chung, M., Ko, E., Joung, H., & Kim, S. J., (2018). Chatbot e-service and customer satisfaction regarding luxury brands. Journal of Business Research, 1-9.
Ciechanowski, L., Przegalinska, A., Magnuski, M., & Gloor, P. (2018). In the shades of the uncanny valley: An experi-mental study of human-chatbot interaction. Future Generation Computer Systems, 92, 539-548.
CNBC Indonesia. (2018, April 3). Ini Robot Bank di Indonesia: Cinta, Mita, Vira, dan Sabrina. Retrieved October 13, 2019, from CBNC Indonesia: https://www.cnbcindonesia.com/market/20180403112007-17-9463/ini-robot-bank-di-indonesia-cinta-mita-vira-dan-sabrina.
Costa, Jr. P. T., & McCrea, R. R. (1995). Domains and facets: Hierarchical personality assessment using the revised NEO personality inventory. Journal Of Personality Assessment, 64(1), 21-50.
Davis, F. D. (1985). A technology acceptance model for empirically testing new end-user information systems: Theory and results. Unpublished doctoral dissertation, The Sloan School of Management, Massachusetts Institute of Technol-ogy Commitment.
Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319–340.
Douglas, A. F., & Moore, C. M. (2009). The anatomy of the luxury fashion brand. Journal of Brand Management, 16(5), 347-363.
Dziuban, C. D., & Shirkey, E. C. (1974). On the psychometric assessment of correlation matrices. American Educational Research Journal, 11(2), 211-216.
Elkhani, N., Soltani, S., & Ahmad, M. N. (2014). The effects of transformational leadership and ERP system self-efficacy on ERP system usage. Journal of Enterprise Information Management, 27(6), 759–785.
Fabrigar, L. R., & Wegener, D. T. (2011). Introductory Factor Analysis Concepts. Exploratory Factor Analysis (pp. 1–18). Oxford Scholarship Online.
Filipczyk, B., Goluchowski, J., Paliszkiewicz, J., & Janas, A., (2016). Success and failure in improvement of knowledge delivery to customers using chatbot – result of case study in a polish SME. Successes and Failures of Knowledge Man-agement (pp. 175-189). Massachusetts: Elsevier.
Følstad, A., Nordheim, C. B., & Bjørkli, C. A. (2018). What Makes Users Trust a Chatbot for Customer Service? An Ex-ploratory Interview Study. The 5th International Conference of Internet Science (pp. 194-208). St. Petersburg: Spinger.
Gartner. (2016). Gartner Summit. Retrieved October 13, 2019, from Gartner: https://www.gartner.com/hukimagesrv/summits/docs/na/customer-360/C360_2011_brochure_FINAL.pdf
Haan, D. H., (2018). Chatbot Personality and Customer Satisfaction. Bachelor Thesis, Information Science, Utrecht Uni-versity.
Hill, J., Ford, W. R., & Farreras, I. G. (2015). Real Conversations with Artificial Intelligence: A Comparison between Human-human Online Conversations and human-chatbot conversations. Computers in Human Behavior, 49, 245-250.
Hussain, A., Mkpojiogu, E. O. C., & Yusof, M. M. (2016). Perceived usefulness, perceived ease of use, and perceived en-joyment as drivers for the user acceptance of interactive mobile maps. AIP Conference Proceedings (pp. 1-6). New York: AIP Publishing.
Isaac, O., Abdullah, Z., Ramayah, T., & Mutahar, A. M. (2016). Factors determining user satisfaction of internet usage among public sector employees in Yemen. International Journal of Technological Learning, Innovation and Develop-ment, 10(1), 37-68.
Herscovitch, L., & Meyer, J. P. (2002). Commitment organization change: Extension of a three -component model of occupational commitment. Journal of Applied Psychology, 87(3), 474-487.
Kaiser, H. F. (1970). A second generation little jiffy. Psychometrika, 35(4), 401-415.
Katadata.co.id. (2018, June 14). Kata.ai, Startup Di Balik Layanan Chatbot Veronika dan Sabrina. Retrieved October 14, 2019, from katadata.co.id: https://katadata.co.id/berita/2018/06/14/kataai-startup-di-balik-layanan-chatbot-veronika-dan-sabrina.
Kata.ai. (n.d.). About Jemma Unilever. Retrieved October 6, 2019, from kata.ai: https://kata.ai/story/jemma.
Katadata.co.id. (2018, July 25). Telkomsel dan Indosat Bersaing Kembangkan Internet of Things. Retrieved October 14, 2019, from Katadata.co.id: https://katadata.co.id/berita/2018/07/25/telkomsel-dan-indosat-bersaing-kembangkan-internet-of-things.
Kerly, A., Hall, P., & Bull, S. (2007). Bringing chatbots into education: Towards natural language negotiation of open learner models. Knowledge-Based Systems, 20(2), 177–185.
Lester, J., Branting, K., & Mott, B. (2004). Conversational agents. M. P. Singh (Ed.), The Practical Handbook of Internet Computing (1st ed., pp. 220–240). New York: Chapman & Hall.
Lowry, P. B., Romano, N. C., Jenkins, J. L., & Guthrie, R. W. (2009). The CMC Interactivity Model: How Interactivity Enhances Communication Quality and Process Satisfaction in Lean-Media Groups. Journal of Management Infor-mation Systems, 26(1), 155-195.
McCrae, R. R., Costa, Jr, P. T., & Martin, T. A. (2005). The NEO–PI–3: A more readable revised NEO personality inven-tory. Journal of Personality Assessment, 84(3), 261–270.
Mou, Y., & Xu, K. (2017). The media inequality: Comparing the initial human-human and human-AI social interactions. Computers in Human Behavior, 72, 432-440.
Nijholt, A. (2003). Humour and Embodied Conversational Agents. (CTIT Technical reports series; No. 2003-03). Ensche-de: Centre for Telematics and Information Technology.
Norman, W. T. (1963). Toward an adequate taxonomy of personality attributes: Replicated factor structure in peer nomi-nation personality ratings. The Journal of Abnormal and Social Psychology, 66(6), 574–583.
Otrs. (2018, November 12). The Impact of Digital Transformation on Customer Service Teams. Retrieved August 10, 2019, from OTRS: https://otrs.com/otrsmag/the-impact-of-digital-transformation-on-customer-service-teams/
Richad, R., Vivensius, G., Sfenrianto, S., & Kaburuan, E. R. (2019). Analysis of factors influencing millennial’s technolo-gy acceptance of chatbot in banking industry in Indonesia. International Journal of Civil Engineering and Technolo-gy, 10(4), 1270-1281.
Rieke, T. D. (2018). The relationship between motives for using a Chatbot and satisfaction with Chatbot characteristics in the Portuguese Millennial population: an exploratory study. Thesis. Faculty of Economics. University of Porto.
Gonzales, H. M. S., & González, M. S. (2017). Bots as a news service and its emotional connections to audiences: The case of Politibot. Doxa Comunicación: Revista interdisciplinar de estudios de Comunicación y Ciencias So-ciales, 25, 51-68.
Seeger, A. M., & Heinzl, A. (2018). Human Versus Machine: Contingency Factors of Anthropomorphism as a Trust-Inducing Design Strategy for Conversational Agents. Information Systems and Neuroscience (pp. 129–139). New York: Springer.
Shawar, B. A., & Atwell, E. (2007, January). Chatbots: are they really useful?. In Ldv forum (Vol. 22, No. 1, pp. 29-49).
Tezcan, T., & Zhang, J. (2014). Routing and staffing in customer service chat systems with impatient customers. Opera-tions Research, 62(4), 943-956.
Tobias, S., & Carlson, J. E. (1969). Brief report: Bartlett's test of sphericity and chance findings in factor analysis. Multi-variate Behavioral Research, 4(3), 375-377.
Wang, Y. F., & Petrina, S. (2013). Using learning analytics to understand the design of an intelligent language tutor. In-ternational Journal of Advanced Computer Science & Applications, 4(11), 124-131.
Valtolina, S., Barricelli, B. R., & Gaetano, S. D. (2018) Chatbots and conversational interfaces: Three domains of use. Proceeding of Fifth International Workshop on Cultures of Participation in the Digital Age - CoPDA 2018 (pp. 62-70). Castiglione della Pescaia: CEUR Workshop Proceedings.
Broeck, E. V. D., Zarouli, B., & Poels, K. (2019). Chatbot Advertising Effectiveness: When Does the Message Get Through? Computers in Human Behavior, 98, 150-157.
Xu, A., Liu, Z., Guo, Y., Sinha, V., & Akkiraju, R. (2017). A New Chatbot for Customer Service on Social Media. CHI Conference (pp.3-4). Colorado: IBM Research – Almaden.
Your.MD. (n.d.). Our mission is simple: to help you find your health. Retrieved October 14, 2019, from Your.MD: https://www.your.md/about/
Zumstein, D., & Hundertmark, S. (2017). Chatbots-An interactive technology for personalized communication, transac-tions and services. IADIS International Journal on WWW/Internet, 15(1), 96-109.
Auto2000. (2019, February 14). AUTO2000 MEMPERKENALKAN TASIA, CHATBOT OTOMOTIF PERTAMA DI INDO-NESIA, SEBAGAI VIRTUAL ASSISTANT PELANGGAN 24 JAM. Retrieved October 13, 2019, from Auto2000: https://auto2000.co.id/rilis/auto2000-memperkenalkan-tasia-chatbot-otomotif-pertama-di-indonesia-sebagai-virtual-assistant-pelanggan-24-jam/.
Freire, A. (2000). Inovação - Novos produtos, serviços, serviços e negócios para Portugal. Lisboa: Verbo.
Abdul-Kader, S. A., & Woods, D. (2015). Survey on chatbot design techniques in speech conservation systems. Interna-tional Journal of Advanced Computer Science and Applications, 6(7), 72-80.
Bandalos, D. L. (1996). Confirmatory factor analysis. J. Stevens (Ed.), Applied Multivariate Statistics for the Behavioral Sciences (2nd and 3rd ed., pp. 362-427). New Jersey: Lawrence Erlbaum Associates.
Bartlett, M. S. (1950). Tests of significance in factor analysis. British Journal of Psychology, 3, 77-85.
Brandtzaeg, P. B., & Følstad, A. (2017). Why People Use Chatbots. The Proceedings of the 4th International Conference on Internet Science (pp. 377-392). Thessaloniki: Spinger.
Bricci, L., Fragata, A., & Antunes, J. (2016). The Effects of Trust, Commitment and Satisfaction on Customer Loyalty in the Distribution Sector. Journal of Economics, Business and Management, 4(2), 173–177.
Budzikowska, M., Chai, J., Govindappa, S., Horvath, V., Kambhatla, N., Nicolov, N., & Zadrozny, W. (2001). Conversa-tional sales assistant for online shopping. Proceedings of the First International Conference on Human Language Technology Research (pp. 1-2). New York: IBM T. J. Watson Research Center.
Cassell, J., & Tartaro, A. (2007). Intersubjectivity in Human–Agent Interaction. Interaction Studies, 8, 391-410.
Chu, P. Y., Lee, G. Y., & Chao, Y. (2012). Service quality, customer satisfaction, customer trust, and loyalty in an e-banking context. Social Behavior and Personality: An International Journal, 40(8), 1271–1283.
Chung, M., Ko, E., Joung, H., & Kim, S. J., (2018). Chatbot e-service and customer satisfaction regarding luxury brands. Journal of Business Research, 1-9.
Ciechanowski, L., Przegalinska, A., Magnuski, M., & Gloor, P. (2018). In the shades of the uncanny valley: An experi-mental study of human-chatbot interaction. Future Generation Computer Systems, 92, 539-548.
CNBC Indonesia. (2018, April 3). Ini Robot Bank di Indonesia: Cinta, Mita, Vira, dan Sabrina. Retrieved October 13, 2019, from CBNC Indonesia: https://www.cnbcindonesia.com/market/20180403112007-17-9463/ini-robot-bank-di-indonesia-cinta-mita-vira-dan-sabrina.
Costa, Jr. P. T., & McCrea, R. R. (1995). Domains and facets: Hierarchical personality assessment using the revised NEO personality inventory. Journal Of Personality Assessment, 64(1), 21-50.
Davis, F. D. (1985). A technology acceptance model for empirically testing new end-user information systems: Theory and results. Unpublished doctoral dissertation, The Sloan School of Management, Massachusetts Institute of Technol-ogy Commitment.
Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319–340.
Douglas, A. F., & Moore, C. M. (2009). The anatomy of the luxury fashion brand. Journal of Brand Management, 16(5), 347-363.
Dziuban, C. D., & Shirkey, E. C. (1974). On the psychometric assessment of correlation matrices. American Educational Research Journal, 11(2), 211-216.
Elkhani, N., Soltani, S., & Ahmad, M. N. (2014). The effects of transformational leadership and ERP system self-efficacy on ERP system usage. Journal of Enterprise Information Management, 27(6), 759–785.
Fabrigar, L. R., & Wegener, D. T. (2011). Introductory Factor Analysis Concepts. Exploratory Factor Analysis (pp. 1–18). Oxford Scholarship Online.
Filipczyk, B., Goluchowski, J., Paliszkiewicz, J., & Janas, A., (2016). Success and failure in improvement of knowledge delivery to customers using chatbot – result of case study in a polish SME. Successes and Failures of Knowledge Man-agement (pp. 175-189). Massachusetts: Elsevier.
Følstad, A., Nordheim, C. B., & Bjørkli, C. A. (2018). What Makes Users Trust a Chatbot for Customer Service? An Ex-ploratory Interview Study. The 5th International Conference of Internet Science (pp. 194-208). St. Petersburg: Spinger.
Gartner. (2016). Gartner Summit. Retrieved October 13, 2019, from Gartner: https://www.gartner.com/hukimagesrv/summits/docs/na/customer-360/C360_2011_brochure_FINAL.pdf
Haan, D. H., (2018). Chatbot Personality and Customer Satisfaction. Bachelor Thesis, Information Science, Utrecht Uni-versity.
Hill, J., Ford, W. R., & Farreras, I. G. (2015). Real Conversations with Artificial Intelligence: A Comparison between Human-human Online Conversations and human-chatbot conversations. Computers in Human Behavior, 49, 245-250.
Hussain, A., Mkpojiogu, E. O. C., & Yusof, M. M. (2016). Perceived usefulness, perceived ease of use, and perceived en-joyment as drivers for the user acceptance of interactive mobile maps. AIP Conference Proceedings (pp. 1-6). New York: AIP Publishing.
Isaac, O., Abdullah, Z., Ramayah, T., & Mutahar, A. M. (2016). Factors determining user satisfaction of internet usage among public sector employees in Yemen. International Journal of Technological Learning, Innovation and Develop-ment, 10(1), 37-68.
Herscovitch, L., & Meyer, J. P. (2002). Commitment organization change: Extension of a three -component model of occupational commitment. Journal of Applied Psychology, 87(3), 474-487.
Kaiser, H. F. (1970). A second generation little jiffy. Psychometrika, 35(4), 401-415.
Katadata.co.id. (2018, June 14). Kata.ai, Startup Di Balik Layanan Chatbot Veronika dan Sabrina. Retrieved October 14, 2019, from katadata.co.id: https://katadata.co.id/berita/2018/06/14/kataai-startup-di-balik-layanan-chatbot-veronika-dan-sabrina.
Kata.ai. (n.d.). About Jemma Unilever. Retrieved October 6, 2019, from kata.ai: https://kata.ai/story/jemma.
Katadata.co.id. (2018, July 25). Telkomsel dan Indosat Bersaing Kembangkan Internet of Things. Retrieved October 14, 2019, from Katadata.co.id: https://katadata.co.id/berita/2018/07/25/telkomsel-dan-indosat-bersaing-kembangkan-internet-of-things.
Kerly, A., Hall, P., & Bull, S. (2007). Bringing chatbots into education: Towards natural language negotiation of open learner models. Knowledge-Based Systems, 20(2), 177–185.
Lester, J., Branting, K., & Mott, B. (2004). Conversational agents. M. P. Singh (Ed.), The Practical Handbook of Internet Computing (1st ed., pp. 220–240). New York: Chapman & Hall.
Lowry, P. B., Romano, N. C., Jenkins, J. L., & Guthrie, R. W. (2009). The CMC Interactivity Model: How Interactivity Enhances Communication Quality and Process Satisfaction in Lean-Media Groups. Journal of Management Infor-mation Systems, 26(1), 155-195.
McCrae, R. R., Costa, Jr, P. T., & Martin, T. A. (2005). The NEO–PI–3: A more readable revised NEO personality inven-tory. Journal of Personality Assessment, 84(3), 261–270.
Mou, Y., & Xu, K. (2017). The media inequality: Comparing the initial human-human and human-AI social interactions. Computers in Human Behavior, 72, 432-440.
Nijholt, A. (2003). Humour and Embodied Conversational Agents. (CTIT Technical reports series; No. 2003-03). Ensche-de: Centre for Telematics and Information Technology.
Norman, W. T. (1963). Toward an adequate taxonomy of personality attributes: Replicated factor structure in peer nomi-nation personality ratings. The Journal of Abnormal and Social Psychology, 66(6), 574–583.
Otrs. (2018, November 12). The Impact of Digital Transformation on Customer Service Teams. Retrieved August 10, 2019, from OTRS: https://otrs.com/otrsmag/the-impact-of-digital-transformation-on-customer-service-teams/
Richad, R., Vivensius, G., Sfenrianto, S., & Kaburuan, E. R. (2019). Analysis of factors influencing millennial’s technolo-gy acceptance of chatbot in banking industry in Indonesia. International Journal of Civil Engineering and Technolo-gy, 10(4), 1270-1281.
Rieke, T. D. (2018). The relationship between motives for using a Chatbot and satisfaction with Chatbot characteristics in the Portuguese Millennial population: an exploratory study. Thesis. Faculty of Economics. University of Porto.
Gonzales, H. M. S., & González, M. S. (2017). Bots as a news service and its emotional connections to audiences: The case of Politibot. Doxa Comunicación: Revista interdisciplinar de estudios de Comunicación y Ciencias So-ciales, 25, 51-68.
Seeger, A. M., & Heinzl, A. (2018). Human Versus Machine: Contingency Factors of Anthropomorphism as a Trust-Inducing Design Strategy for Conversational Agents. Information Systems and Neuroscience (pp. 129–139). New York: Springer.
Shawar, B. A., & Atwell, E. (2007, January). Chatbots: are they really useful?. In Ldv forum (Vol. 22, No. 1, pp. 29-49).
Tezcan, T., & Zhang, J. (2014). Routing and staffing in customer service chat systems with impatient customers. Opera-tions Research, 62(4), 943-956.
Tobias, S., & Carlson, J. E. (1969). Brief report: Bartlett's test of sphericity and chance findings in factor analysis. Multi-variate Behavioral Research, 4(3), 375-377.
Wang, Y. F., & Petrina, S. (2013). Using learning analytics to understand the design of an intelligent language tutor. In-ternational Journal of Advanced Computer Science & Applications, 4(11), 124-131.
Valtolina, S., Barricelli, B. R., & Gaetano, S. D. (2018) Chatbots and conversational interfaces: Three domains of use. Proceeding of Fifth International Workshop on Cultures of Participation in the Digital Age - CoPDA 2018 (pp. 62-70). Castiglione della Pescaia: CEUR Workshop Proceedings.
Broeck, E. V. D., Zarouli, B., & Poels, K. (2019). Chatbot Advertising Effectiveness: When Does the Message Get Through? Computers in Human Behavior, 98, 150-157.
Xu, A., Liu, Z., Guo, Y., Sinha, V., & Akkiraju, R. (2017). A New Chatbot for Customer Service on Social Media. CHI Conference (pp.3-4). Colorado: IBM Research – Almaden.
Your.MD. (n.d.). Our mission is simple: to help you find your health. Retrieved October 14, 2019, from Your.MD: https://www.your.md/about/
Zumstein, D., & Hundertmark, S. (2017). Chatbots-An interactive technology for personalized communication, transac-tions and services. IADIS International Journal on WWW/Internet, 15(1), 96-109.