Sabila, Radhiya (2024) EVALUASI PENERIMAAN CHATBOT ASISTEN VIRTUAL PADA APLIKASI MYTELKOMSEL MENGGUNAKAN UTAUT. Undergraduate thesis, UNIVERSITAS PEMBANGUNAN NASIONAL "VETERAN" JAWA TIMUR.
![[img]](https://repository.upnjatim.ac.id/style/images/fileicons/text.png) |
Text (Cover)
20082010179_Cover.pdf Download (1MB) |
|
Text (Bab 1)
20082010179_Bab 1.pdf Download (102kB) |
|
Text (Bab 2)
20082010179_Bab 2.pdf Restricted to Repository staff only until 3 July 2027. Download (543kB) |
|
Text (Bab 3)
20082010179_Bab 3.pdf Restricted to Repository staff only until 3 July 2027. Download (368kB) |
|
Text (Bab 4)
20082010179_Bab 4.pdf Restricted to Registered users only until 3 July 2027. Download (317kB) |
|
Text (Bab 5)
20082010179_Bab 5.pdf Download (13kB) |
|
Text (Daftar Pustaka)
20082010179_Daftar Pustaka.pdf Download (182kB) |
|
Text (Lampiran)
20082010179_Lampiran.pdf Restricted to Repository staff only until 3 July 2027. Download (1MB) |
Abstract
The utilisation of chatbots in the telecommunications industry has become a growing trend with a significant impact on customer service and user experience. Telkomsel, as a large internet service provider company with many customers in Indonesia, continues to improve its performance by utilising Artificial Intelligence in a virtual assistant chatbot on the MyTelkomsel application. Telkomsel's virtual assistant chatbot helps deal with problems that often occur in customer service such as responses to customer complaints that take a long time to process. Based on Salesforce reports, 69% of customers prefer to use chatbots for quick communication with companies, but only 23% of these customers are satisfied with the experience of using chatbots. From these statistics, it is necessary to evaluate the acceptance of the virtual assistant chatbot in the MyTelkomsel application to continuously improve chatbot performance and ensure that the chatbot can effectively meet user expectations. This thesis research aims to find out what variables have a positive and significant influence on user acceptance of virtual assistant chatbots in the MyTelkomsel application. The model used to evaluate user acceptance of virtual assistant chatbots on the MyTelkomsel application is UTAUT with its ability to describe the impact of individual differences on differences in technology use. The research sample of 400 respondents was obtained from the calculation of the Slovin formula, taken with the criteria of having used or currently using a chatbot on the MyTelkomsel application with domicile in Indonesia. Respondent data analysis using the SEM-PLS method with SmartPLS 4 tools. The thesis research results show that the variables that influence the acceptance of MyTelkomsel virtual assistant chatbot users are social influence, effort expectancy, and trust variables. Social influence has the greatest effect on behavioural intention in using the MyTelkomsel virtual assistant chatbot with a T Statistics value of 5,768.
| Item Type: | Thesis (Undergraduate) | ||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Contributors: |
|
||||||||||||
| Subjects: | T Technology > T Technology (General) T Technology > T Technology (General) > T58.6-58.62 Management Information Systems |
||||||||||||
| Divisions: | Faculty of Computer Science > Departemen of Information Systems | ||||||||||||
| Depositing User: | Radhiya Sabila | ||||||||||||
| Date Deposited: | 03 Jul 2024 03:24 | ||||||||||||
| Last Modified: | 03 Jul 2024 03:24 | ||||||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/25422 |
Actions (login required)
 |
View Item |