Analyzing The Impact Of Using Artificial Intelligence (AI) Customer Service On Service

Sabrina Nasution, Muhammad Irwan Padli Nasution, Nurbaiti Nurbaiti

Abstract


The goal of this study is to analyze the consequences of using customer service artificial intelligence on services to improve service quality at shopee. In today's digital era, many e-commerce companies including shopee are using AI technology. Shopee is the top 5 leading e-commerce in Southeast Asia in 2022.  This study uses quantitative methods with data collection coming from questionnaires. Respondents in this study were 100 people who were users or customers of the shopee application. Simple Linear Regression Analysis, processed by SPSS Version 29, was used for purposive sampling. The Independent Variable in this study is Customer Service Artificial Intelligence and the dependent variable is Service. The results of the study indicate that the impact of using Customer Service AI on Service has succeeded in improving service quality, especially in terms of responsiveness and customer satisfaction.


Keywords


service; artificial intelligence; shopee; customer service

References


Alghaniy, A. M. (2024). Pengaruh Teknologi Artificial Intelligence Pada Layanan Chatbot Shopee Terhadap Kepuasan Pelanggan Di Bandung Raya, Indonesia. International Journal Administration, Business & Organization, 5(1), 48–55. Https://Doi.Org/10.61242/Ijabo.24.337

Aprilia Putri, L., Pramudia Wardani, A., Firdausiyah, W., Anggraeni, D., Nurhayati, C., & Studi Akuntansi, P. (2023). Efektivitas Chatbot Sebagai Media Komunikasi E-Bisnis Produk Skincare Dengan Sistem Crm Pada Marketplace Shopee. Dalam Jurnal Ilmu Manajemen Dan Akutansi (Vol. 11, Nomor 2).

Arviollisa, P. A. D., Chan, A., & Nirmalasari, H. (2021). Pengaruh Artificial Intelligence Terhadap Customer Service. Adbispreneur, 6(2), 115. Https://Doi.Org/10.24198/Adbispreneur.V6i2.31076

Dan, K. (T.T.). Metode Penelitian Kuantitatif.

Ferraro, C., Demsar, V., Sands, S., Restrepo, M., & Campbell, C. (2024). The Paradoxes Of Generative Ai-Enabled Customer Service: A Guide For Managers. Business Horizons, 67(5), 549–559. Https://Doi.Org/10.1016/J.Bushor.2024.04.013

Graciafernandy, M. A., Suhaji, S., & Widiastuti, T. (2022). Faktor-Faktor Yang Mempengaruhi Kinerja Tenaga Penjualan: Keinovatifan Dan Orientasi Pelanggan. Jurnal Ilmiah Aset, 24(1), 37–47. Https://Doi.Org/10.37470/1.24.1.199

Hariguna, T., & Ruangkanjanases, A. (2024). Assessing The Impact Of Artificial Intelligence On Customer Performance: A Quantitative Study Using Partial Least Squares Methodology. Data Science And Management, 7(3), 155–163. Https://Doi.Org/10.1016/J.Dsm.2024.01.001

Inda Fadhila Rahma, T., Wulandari, A., & Maha, N. (T.T.). Pengaruh E-Commerce Shopee Pada Kualitas Layanan Shopee Terhadap Loyalitas Pengguna Shopee (Studi Kasus Masyarakat Kota Medan).

J Mp Pk, D. A., Abyan Ramadhana Manajemen, M., Ekonomi Dan Bisnis, F., Brawijaya, U., & Ananda Sabil Hussein, I. (T.T.). Dengan Citra Merek Sebagai Variabel Mediasi. Https://Doi.Org/10.21776/Jmppk.2022.01.4.11

Kuliah, M., Buatan, K., Mojopahit, J., & Sidoarjo, B. (2021). Buku Ajar Diterbitkan Oleh Umsida Press.

Leocádio, D., Guedes, L., Oliveira, J., Reis, J., & Melão, N. (2024). Customer Service With Ai-Powered Human-Robot Collaboration (Hrc): A Literature Review. Procedia Computer Science, 232, 1222–1232. Https://Doi.Org/10.1016/J.Procs.2024.01.120

Lintang Rachmadana, S., Aminudin, S., Putra, A., & Difinubun, Y. (2022). Dampak Artificial Intelligence Terhadap Perkonomian (Vol. 2, Nomor 2).

Manajemen Pemasaran Jasa. (T.T.).

Martell, F., López, J. M., Sánchez, I. Y., Paredes, C. A., & Pisano, E. (2023). Evaluation Of The Degree Of Automation And Digitalization Using A Diagnostic And Analysis Tool For A Methodological Implementation Of Industry 4.0. Computers & Industrial Engineering, 177, 109097. Https://Doi.Org/10.1016/J.Cie.2023.109097

Nur Fadilla, A., & Munadiyah Ramadhani, P. (2023a). Problematika Penggunaan Ai (Artificial Intellegence) Di Bidang Ilustrasi : Ai Vs Artist. 4(1). Https://Doi.Org/10.33153/Citrawira.V4i1.47

Nur Fadilla, A., & Munadiyah Ramadhani, P. (2023b). Problematika Penggunaan Ai (Artificial Intellegence) Di Bidang Ilustrasi : Ai Vs Artist. 4(1). Https://Doi.Org/10.33153/Citrawira.V4i1.47

Nurbaiti, N., Asmuni, A., Soemitra, A., Imsar, I., & Aisyah, S. (2023). Analisis Perilaku Umkm Di Indonesia Menggunakan Fintech Lending Studi Komparatif Antara Fintech Lending Syariah Dan Fintech Lending Konvensional. 9(4), 92–99. Https://Doi.Org/10.29210/0202312273

Pabubung, M. R. (2023). Era Kecerdasan Buatan Dan Dampak Terhadap Martabat Manusia Dalam Kajian Etis. Jurnal Filsafat Indonesia |, 6(1).

Pemasaran Dan Kepuasan Pelanggan. (T.T.).

Pengaruh Kualitas Pelayanan Berbasis Chatbot Terhadap Kepuasan Pelanggan Dalam Transaksi Online Dengan Objek Aplikasi Shopee Dhifa Rifky Ramadhani, A., Surya Birawa, M., Siti Sholikah, D., Mohamad Akbar Ario Hanung Prabandanu, R., & Studi Manajemen, P. D. B. U. M. S. F. (T.T.). Pengaruh Kualitas Pelayanan Berbasis Chatbot Terhadap Kepuasan Pelanggan Dalam Transaksi Online Dengan Objek Aplikasi Shopee.

Prastowo, S. L., Djaenudin, E. M., Apiyanti, N. V., Ekonomi, F., & Bisnis, D. (2023). Pengaruh E-Promotion, Pelayanan, Kemudahan, E-Wom Terhadap Keputusan Pembelian, Melalui Perilaku Konsumen Pada Marketplace Lazada. Ecodemica: Jurnal Ekonomi, Manajemen Dan Bisnis, 7(1). Http://Ejournal.Bsi.Ac.Id/Ejurnal/Index.Php/Ecodemicawebsite:Https://Ejournal.Bsi.Ac.Id/Ejurnal/Index.Php/Ecodemica

Pratama, A. S., Satya Pratama, A., Sari, S. M., Hj, M. F., Badwi, M., & Anshori, I. (T.T.). Pengaruh Artificial Intelligence, Big Data Dan Otomatisasi Terhadap Kinerja Sdm Di Era Digital. Jurnal Publikasi Ilmu Manajemen (Jupiman), 2(4), 108–123. Https://Doi.Org/10.55606/Jupiman.V2i4.2739

Purba, N., Ekonomi, F., Bisnis, D., Uin, I., Utara, S., & Yahya, M. (T.T.). Revolusi Industri 4.0 : Peran Teknologi Dalam Eksistensi Penguasaan Bisnis Dan Implementasinya. Dalam Jpsb (Vol. 9, Nomor 2).

Royhan Zaki Ramadhana, & Muhammad Irwan Padli Nasution. (2024). Analisis Dampak Penerapan Teknologi Ai Pada Pengambilan Keputusan Strategis Dalam Sistem Informasi Manajemen. Jurnal Ilmiah Research And Development Student, 2(1), 161–168. Https://Doi.Org/10.59024/Jis.V2i1.579

Transformasi Bisnis Digital. (T.T.).

Wahyudi, T. (2023). Studi Kasus Pengembangan Dan Penggunaan Artificial Intelligence (Ai) Sebagai Penunjang Kegiatan Masyarakat Indonesia. Indonesian Journal On Software Engineering (Ijse), 9(1), 28–32. Http://Ejournal.Bsi.Ac.Id/Ejurnal/Index.Php/Ijse28

Wang, S. (2023). Factors Related To User Perceptions Of Artificial Intelligence (Ai)-Based Content Moderation On Social Media. Computers In Human Behavior, 149, 107971. Https://Doi.Org/10.1016/J.Chb.2023.107971

Yana Siregar, L., Irwan Padli Nasution Prodi Manajemen, M., & Negeri Islam Sumatera Utara, U. (2020). Hirarki Jurnal Ilmiah Manajemen Dan Bisnis Development Of Information Technology On Increasing Business Online. 2(1), 71–75. Https://Doi.Org/10.30606/Hjimb


Full Text: PDF

DOI: 10.33751/jhss.v8i2.10791

Refbacks

  • There are currently no refbacks.


Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.