ANALISIS KEPUASAN PENGGUNA PADA LAYANAN DIGITAL CHATBOT VERONIKA DI APLIKASI MY TELKOMSEL

DANG TUANKU LAREH, . (2024) ANALISIS KEPUASAN PENGGUNA PADA LAYANAN DIGITAL CHATBOT VERONIKA DI APLIKASI MY TELKOMSEL. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Penelitian ini bertujuan untuk menganalisis kepuasan pengguna terhadap layanan chatbot digital Veronika pada aplikasi MyTelkomsel dengan menggunakan model sistem informasi Delone dan McLean sebagai kerangka teori. Penelitian ini berfokus pada populasi pengguna aplikasi MyTelkomsel yang mempunyai pengalaman menggunakan chatbot Veronika. Penelitian ini menggunakan metode survei untuk mengumpulkan data dari sampel pengguna. Data yang diperoleh akan dianalisis untuk mengidentifikasi faktor-faktor yang mempengaruhi kepuasan pengguna, yang meliputi kualitas sistem, kualitas informasi dan kualitas layanan, intensitas pengguna, kepuasan pengguna dan dampak penggunaan. Hasil penelitian ini diharapkan dapat memberikan wawasan mendalam mengenai efektivitas layanan chatbot Veronika serta rekomendasi peningkatan kualitas layanan digital di masa depan. Kata Kunci ; User Satisfaction ; Chatbot ; Digital Service ; Delone and McLean Models , Customer Satisfaction Index (CSI) ********** This research aims to analyze user satisfaction with Veronika's digital chatbot service in the MyTelkomsel application using the Delone and McLean information system model as a theoretical framework. This research focuses on the population of MyTelkomsel application users who have experience using the Veronika chatbot. This research uses a survey method to collect data from a sample of users. The data obtained will be analyzed to identify factors that influence user satisfaction, which include system quality, information quality and service quality, user intensity, user satisfaction and impact of use. It is hoped that the results of this research will provide in-depth insight into the effectiveness of Veronika's chatbot services as well as recommendations for improving the quality of digital services in the future. Keyword ; User Satisfaction ; Chatbot ; Digital Service ; Delone and McLean Models , Customer Satisfaction Index (CSI)

Item Type:	Thesis (Sarjana)
Additional Information:	1). Dra. Sholikhah, MM ; 2). Nofriska Krissanya, S.E., M.B.A
Subjects:	Manajemen > Manajemen , Business Manajemen > Manajemen Pemasaran
Divisions:	FE > D IV Pemasaran Digital
Depositing User:	Dang Tuanku Lareh .
Date Deposited:	14 Mar 2025 02:27
Last Modified:	14 Mar 2025 02:27
URI:	http://repository.unj.ac.id/id/eprint/55506

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