Pengaruh ChatBot Terhadap Purchase Decision yang dimediasi oleh Kepercayan Konsumen
DOI:
https://doi.org/10.38035/jemsi.v6i4.4609Keywords:
Chatbot, Kepercayaan Konsumen, Keputusan Pembelian, E-commerceAbstract
Perkembangan E-commerce telah mendorong penggunaan teknologi chatbot sebagai alat komunikasi utama antara pelanggan dan penyedia layanan. Penelitian ini bertujuan untuk menganalisis pengaruh chatbot terhadap Purchase Decision konsumen, dengan Customer Trust sebagai variabel mediasi. Metode penelitian yang digunakan adalah kuantitatif dengan pendekatan Partial Least Squares-Structural Equation Modeling (PLS-SEM). Data dikumpulkan melalui kuesioner daring yang melibatkan 113 responden yang telah bertransaksi di Shopee Mall. Hasil penelitian menunjukkan bahwa chatbot memiliki pengaruh signifikan terhadap Cunsomer Trust (t-statistic 23.949, p > 1.96) dan Purchase Decision (t-statistic 2.224, p > 1.96). Selain itu, kepercayaan konsumen berperan sebagai mediator yang memperkuat hubungan antara chatbot dan keputusan pembelian (t-statistic 7.147, p > 1.96). Koefisien determinasi (R²) menunjukkan bahwa chatbot dan kepercayaan konsumen mampu menjelaskan 81,5% variabilitas keputusan pembelian. Implikasi penelitian ini menyoroti pentingnya pengembangan chatbot yang responsif dan akurat untuk meningkatkan kepercayaan konsumen serta mendorong keputusan pembelian.
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