Analyzing Customer Satisfaction Using Chatbots in the Indonesian Banking Sector

Chatbot is a technology used to provide chat services to perform a function or convey information via voice or text. Currently, chatbots are widely used in various industries, including the banking sector. The purpose of this research is to analyze the level of customer satisfaction with chatbot services in the banking sector and determine their impact on customer retention and loyalty. Research results from a survey of 385 respondents who actively use chatbot services from various banks show that the majority of customers are satisfied with the availability and responsiveness of chatbots. However, some technical and interactive aspects are considered to need improvement. In summary, chatbots have contributed positively to customer satisfaction. Therefore, ongoing improvements are needed to ensure chatbots remain relevant and meet customer expectations in the future.