Quantitative Analysis of Post-Pandemic Customer Satisfaction in Fintech-Driven Indonesian Banking Chatbot Services

This study assesses the variables influencing users' satisfaction with Indonesian banking chatbots following the COVID-19 outbreak. Purposive sampling was used to get information from respondents. According to the research criteria, participants had to be Greater Jakarta locals and have used Indonesia's banking chatbot services before. Using the GPower approach, the sample size of 161 respondents was established. The study examined factors including system quality, information quality, service quality, perceived value, and situational factors were all examined in the study. The impact of each variable on customer satisfaction with Indonesia's banking chatbot services and intention to use (as an intervening variable) was noted. After gathering the data, the results were analyzed using PLS-SEM 4.0 (Partial Least Squares Structural Equation Modelling). The study's findings indicate that situational factors and perceived value elements indirectly but positively influence consumer satisfaction, whereas intention to use has a direct and positive impact. By Focusing on these aspects and associated indications, Indonesia's banking management can use this model to improve customer satisfaction and intention to use Chatbot services.