Analysis of the Influence of Trust and Service Quality on Customer Satisfaction in Using AI Chatbot as Customer Service Veronika

This study explores the impact of service quality and trust on customer satisfaction with Telkomsel's Veronika chatbot, an AI-driven virtual assistant. The research employed a non-probability sampling method targeting Gen Z users, with data collected through a structured questionnaire. The study found that both service quality and trust significantly influence customer satisfaction, with service quality being a particularly strong predictor. Key dimensions such as reliability, responsiveness, and empathy in service delivery, along with trust in the chatbot's ability, benevolence, and integrity, are critical for fostering customer satisfaction. The findings reveal that service quality, particularly in providing reliable and alternative solutions, along with trust, especially in maintaining customer confidentiality, significantly enhances user satisfaction with AI-based customer service solutions.