eprintid: 47465
rev_number: 29
eprint_status: archive
userid: 19516
dir: disk0/00/04/74/65
datestamp: 2025-03-03 05:59:18
lastmod: 2025-03-03 05:59:18
status_changed: 2025-03-03 05:59:18
type: thesis
metadata_visibility: show
contact_email: arceus.legend34@gmail.com
creators_name: Ardian Sconda Raynada, Dilan
creators_id: 6662200147
contributors_type: http://www.loc.gov/loc.terms/relators/THS
contributors_name: Jaiz, Muhammad
contributors_id: 197106292003121001
corp_creators: UNIVERSITAS SULTAN AGENG TIRTAYASA
corp_creators: FAKULTAS ILMU SOSIAL DAN ILMU POLITIK
corp_creators: JURUSAN ILMU KOMUNIKASI
title: PENGARUH CHATBOT “CHOKI” TERHADAP KEPUASAN PELANGGAN E-COMMERCE SHOPEE
ispublished: pub
subjects: communication-general
divisions: FISIP
divisions: FISIP_CD
full_text_status: restricted
keywords: Chatbot, Customer Satisfaction, Shopee, Expectation Disconfirmation Theory
Chatbot, Kepuasan Pelanggan, Shopee, Expectation Disconfirmation Theory
note: Inovasi teknologi di bidang layanan pelanggan menjadi salah satu aspek penting dalam
mendukung pengalaman pengguna pada platform e-commerce. Penelitian ini bertujuan untuk
menganalisis pengaruh chatbot “Choki” terhadap kepuasan pelanggan Shopee. Penelitian ini
menggunakan pendekatan kuantitatif dengan teori Ketidaksesuaian Harapan (Expectation
Disconfirmation Theory) oleh Oliver (1980). Populasi dalam penelitian ini adalah pengguna
aktif Shopee, dengan jumlah sampel sebanyak 100 responden. Data dikumpulkan melalui
kuesioner yang mencakup variabel X (Chatbot) dan Y (Kepuasan Pelanggan). Uji validitas,
reliabilitas, analisis deskriptif, serta regresi linear sederhana digunakan untuk menganalisis
data. Hasil penelitian menunjukkan bahwa chatbot “Choki” memiliki pengaruh positif yang
signifikan terhadap kepuasan pelanggan, dengan nilai koefisien korelasi sebesar 0,879 dan
kontribusi sebesar 77,2% terhadap variasi kepuasan pelanggan. Hal ini menunjukkan bahwa
chatbot mampu memenuhi bahkan melampaui ekspektasi pelanggan pada aspek kecepatan,
kemudahan, dan akurasi informasi. Penelitian ini mengindikasikan bahwa chatbot “Choki”
adalah inovasi yang efektif dalam meningkatkan kepuasan pelanggan Shopee. Implikasi praktis
dari penelitian ini adalah pentingnya pengembangan fitur chatbot yang lebih personal dan
adaptif untuk mempertahankan kepuasan pelanggan di masa depan.
abstract: 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
date_type: published
pages: 133
institution: UNIVERSITAS SULTAN AGENG TIRTAYASA
department: ILMU KOMUNIKASI
thesis_type: sarjana
thesis_name: sarjana
citation:   Ardian Sconda Raynada, Dilan  (2025) PENGARUH CHATBOT “CHOKI” TERHADAP KEPUASAN PELANGGAN E-COMMERCE SHOPEE.  S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.   
document_url: https://eprints.untirta.ac.id/47465/7/Dilan%20Ardian%20Sconda%20Raynada_6662200147_Fulltext.pdf
document_url: https://eprints.untirta.ac.id/47465/6/Dilan%20Ardian%20Sconda%20Raynada_6662200147_CP.pdf
document_url: https://eprints.untirta.ac.id/47465/1/Dilan%20Ardian%20Sconda%20Raynada_6662200147_01.pdf
document_url: https://eprints.untirta.ac.id/47465/2/Dilan%20Ardian%20Sconda%20Raynada_6662200147_02.pdf
document_url: https://eprints.untirta.ac.id/47465/3/Dilan%20Ardian%20Sconda%20Raynada_6662200147_03.pdf
document_url: https://eprints.untirta.ac.id/47465/4/Dilan%20Ardian%20Sconda%20Raynada_6662200147_04.pdf
document_url: https://eprints.untirta.ac.id/47465/5/Dilan%20Ardian%20Sconda%20Raynada_6662200147_05.pdf
document_url: https://eprints.untirta.ac.id/47465/9/Dilan%20Ardian%20Sconda%20Raynada_6662200147_Ref.pdf
document_url: https://eprints.untirta.ac.id/47465/8/Dilan%20Ardian%20Sconda%20Raynada_6662200147_Lamp.pdf