The Impact of E-Chatbot Service Quality on Customer Satisfaction in Indonesian Banking

The rapid digital transformation of the banking industry has led to the widespread adoption of Artificial Intelligence (AI)-powered e-chatbots as essential tools for customer service. As banks strive to enhance customer engagement and satisfaction, understanding the role of e-chatbot service quality becomes crucial. This study aims to examine the impact of e-chatbot service quality on customer satisfaction in the Indonesian banking sector, focusing on key dimensions such as interaction, entertainment, trendiness, customization, and problem-solving. Using a quantitative approach, a survey was conducted with 432 respondents who had prior experience with e-chatbots in Indonesian banks. Structural Equation Modeling (SEM) with Partial Least Squares (PLS) was employed to analyze the data. The findings reveal that all five dimensions of chatbot service quality significantly influence customer satisfaction, with communication quality acting as a partial mediator in this relationship. The results highlight the importance of effective communication, personalization, and responsiveness in chatbot interactions to foster customer loyalty and satisfaction. This study contributes to the growing body of knowledge on AI-driven customer service in the banking sector, offering practical insights for financial institutions aiming to optimize their digital services. The implications suggest that enhancing chatbot performance through targeted improvements in communication quality and customization features can significantly boost customer satisfaction and trust in digital banking services.