Pengaruh Kualitas Layanan Chatbot GoPay terhadap Kepuasan dan Kepercayaan Pengguna pada Mahasiswa UNISSULA Semarang
DOI:
https://doi.org/10.63822/md31k973Keywords:
User Satisfaction; User Trust; Chatbot Service Quality; GoPay; UNISSULAAbstract
The development of digital technology has encouraged the use of chatbots as customer service tools in digital financial applications, including GoPay. This study aims to examine the influence of user satisfaction and trust on the quality of GoPay chatbot services among UNISSULA Semarang students. A quantitative approach was employed through a survey of 100 students who had used the GoPay chatbot. Data were analyzed using IBM SPSS Version 27. The results indicate that both user satisfaction and trust have a positive and significant effect on chatbot service quality. Simultaneously, these variables explain 71.9% of the variation in chatbot service quality. The findings suggest that chatbot service quality is influenced not only by system performance but also by users’ satisfaction and trust in digital services
References
Devica, R. (2024). Kualitas Respons dan Trust terhadap Kepuasan Pengguna Chatbot GrabFood. Jurnal Bisnis dan Informatika, 7(3), 88-99.
Firdaus, H., & Fikri, I. (2025). Pengaruh Persepsi Penggunaan dan Kepercayaan terhadap Kepuasan Pengguna Chatbot E-Commerce di Indonesia. Jurnal Sistem Informasi dan Teknologi Era, 9(1), 22-35.
Ghozali, I. (2018). Aplikasi Analisis Multivariate dengan Program IBM SPSS 25. Semarang: Badan Penerbit Universitas Diponegoro.
Haidar, A., Oktavian, I., Zulva, A. N., & Puspitasari, N. (2024). Analisis Pengaruh Chatbot Berbasis Artificial Intelligence terhadap Loyalitas dan Kepuasan Pelanggan di E-Commerce. Jurnal Informa, 10(2), 55-67.
Katadata Insight Center. (2025, Juli). Awareness layanan e-wallet Indonesia. Databoks Katadata. https://databoks.katadata.co.id
Katz, E., Blumler, J. G., & Gurevitch, M. (1974). The uses of mass communications: Current perspectives on gratifications research. Sage.
Khairyanti, I., dkk. (2024). Kualitas Layanan Artificial Intelligence terhadap Loyalitas Pelanggan melalui Trust dan Satisfaction. Journal of Business, Economics and Entrepreneurship, 8(4), 92-104.
Kotler, P., Keller, K. L., & Chernev, A. (2022). Marketing Management (16th ed.). New Jersey: Pearson Education.
PPDikti Kemdikbud. (2026). Data mahasiswa aktif Universitas Islam Sultan Agung Semarang. Pangkalan Data Pendidikan Tinggi. https://pddikti.kemdikbud.go.id
Sugiyono. (2018). Metode Penelitian Kuantitatif, Kualitatif dan R&D. Bandung: Alfabeta.
Syafitri, R., & Alfansi, L. (2024). Kualitas Informasi Chatbot terhadap Trust dan Satisfaction Pengguna. Jurnal Manajemen dan Bisnis Indonesia, 13(2), 67-81.
Tjiptono, F., & Chandra, G. (2021). Service, Quality & Satisfaction. Yogyakarta: Andi.
Walther, J. B. (2020). Computer-Mediated Communication: Impersonal, Interpersonal, and Hyperpersonal Interaction. New York: Oxford University Press.
Widhyana, W. W., & Gultom, Y. M. L. (2025). Penciptaan Nilai Publik Menggunakan Kecerdasan Buatan (Studi Empiris terhadap Pengguna Chatbot BPJS CHIKA). Jurnal Pendidikan Indonesia, 14(3), 202-216.
Yusnaeni. (2025). Etika Komunikasi Chatbot AI dalam Layanan Konsumen E-Commerce di Indonesia. J-CEKI: Jurnal Cendekia Ilmiah, 9(1), 45-58.
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2018). Service Marketing: Integrating Customer Focus Across the Firm. New York: McGraw-Hill.
Downloads
Published
Issue
Section
License
Copyright (c) 2026 Muhammad Didan Naufal, Arina Iftiani, Fikri Shofin Mubarok, Dian Marhaeni Kurdaningsih (Author)
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
