relation: https://eprints.untirta.ac.id/47465/
title: PENGARUH CHATBOT “CHOKI” TERHADAP KEPUASAN PELANGGAN E-COMMERCE SHOPEE
creator: Ardian Sconda Raynada, Dilan
subject: Communication (General)
description: Technological innovation in the field of customer service is one of the important aspects in  supporting user experience on e-commerce platforms. This study aims to analyze the effect of  “Choki” chatbot on Shopee customer satisfaction. This study uses a quantitative approach with  the Expectation Disconfirmation Theory by Oliver (1980). The population in this study were  active Shopee users, with a sample size of 100 respondents. Data was collected through  questionnaires covering variables X (Chatbot) and Y (Customer Satisfaction). Validity,  reliability, descriptive analysis, and simple linear regression tests were used to analyze the data.  The results showed that the “Choki” chatbot has a significant positive influence on customer  satisfaction, with a correlation coefficient value of 0.879 and a contribution of 77.2% to the  variation in customer satisfaction. This shows that the chatbot is able to meet and even exceed  customer expectations in the aspects of speed, convenience, and accuracy of information. This  research indicates that the “Choki” chatbot is an effective innovation in increasing Shopee  customer satisfaction. The practical implication of this research is the importance of developing  more personalized and adaptive chatbot features to maintain customer satisfaction in the future
date: 2025
type: Thesis
type: NonPeerReviewed
format: text
language: en
identifier: https://eprints.untirta.ac.id/47465/7/Dilan%20Ardian%20Sconda%20Raynada_6662200147_Fulltext.pdf
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language: en
identifier: https://eprints.untirta.ac.id/47465/6/Dilan%20Ardian%20Sconda%20Raynada_6662200147_CP.pdf
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identifier: https://eprints.untirta.ac.id/47465/1/Dilan%20Ardian%20Sconda%20Raynada_6662200147_01.pdf
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identifier: https://eprints.untirta.ac.id/47465/2/Dilan%20Ardian%20Sconda%20Raynada_6662200147_02.pdf
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identifier: https://eprints.untirta.ac.id/47465/3/Dilan%20Ardian%20Sconda%20Raynada_6662200147_03.pdf
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identifier: https://eprints.untirta.ac.id/47465/4/Dilan%20Ardian%20Sconda%20Raynada_6662200147_04.pdf
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identifier: https://eprints.untirta.ac.id/47465/5/Dilan%20Ardian%20Sconda%20Raynada_6662200147_05.pdf
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identifier: https://eprints.untirta.ac.id/47465/9/Dilan%20Ardian%20Sconda%20Raynada_6662200147_Ref.pdf
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identifier: https://eprints.untirta.ac.id/47465/8/Dilan%20Ardian%20Sconda%20Raynada_6662200147_Lamp.pdf
identifier:   Ardian Sconda Raynada, Dilan  (2025) PENGARUH CHATBOT “CHOKI” TERHADAP KEPUASAN PELANGGAN E-COMMERCE SHOPEE.  S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.