Evaluating Customer Satisfaction on Indonesian Banking Artificial Intelligence-Driven Chatbot Services

The rapid evolution of artificial intelligence (AI) has significantly impacted various industries, including the banking sector. AI-powered chatbots have emerged as a promising tool to enhance customer service and satisfaction. This research delves into the factors that influence customer satisfaction with banking chatbot services. Specifically, the study examines the impact of system quality, information quality, service quality, trust, and social presence on customer satisfaction. A purposive sampling technique was employed to collect data from fifty-one respondents who had prior experience utilizing banking chatbot services. Data analysis techniques were used to assess the relationships between the independent variables and the dependent variable, customer satisfaction. The findings in this study revealed that system quality, information quality, service quality, trust, and social presence exhibited positive impacts on customer satisfaction on using chatbot services. The results of this study can contribute to several practical implications for Indonesian banks. By understanding the factors that drive customer satisfaction, banks can optimize their chatbot systems to enhance user experience, build customer loyalty, and gain a competitive advantage. Specifically, banks can focus on improving system reliability, ensuring the accuracy and relevance of information provided by the chatbot, enhancing the chatbot's ability to understand and respond to customer queries, building trust through transparent communication and data privacy practices, and developing chatbots that can engage in natural and empathetic conversations. Furthermore, this research provides a foundation for future studies in the field of AI-powered chatbot services in the Indonesian banking sector.