Chatbot, E-Service, E-Satisfactions, E-Retention

How to Cite

Wiliam, A., Sasmoko, S., Prabowo, H., hamsal, mohammad, princes, elfindah, & indrianti, yasinta. (2019). ANALYSIS OF E-SERVICE CHATBOT AND SATISFACTION OF BANKING CUSTOMERS IN INDONESIA. Asia Proceedings of Social Sciences, 4(3), 72-75.


This research was conducted to qualitatively analyze the actual opportunities of banking e-service chatbot to satisfy Indonesian banking customers and also to explore qualitatively what factors were expected to affect customer satisfaction in its implementation through the experience review of other companies as users of e-service chatbots. In this study, the authors used literature studies on the experiences of various companies when using e-service chatbots to satisfy their customers, which then contextualized into the banking industries in Indonesia. The results of the study found that the e-service chatbots had the opportunity to increase the satisfaction of banking customers in Indonesia. This opportunity occured when the customer had fully experienced digital literacy and they experienced the readiness to change a stage of banking services. The results of the study also found that the opportunities for the Indonesian banking industry that have been fully implemented since the beginning of their governance were arranged electronically, so that their customers experienced good readiness which ultimately resulted in good customer satisfaction. The implication of this research is the importance of banking governance to seriously carry out digital transformation as an excellent service through chatbots.


Keywords: Chatbot, E-Service, E-Satisfactions, E-Retention


Anderson, E.W., 2016. Strengthening the Satisfaction-Profit Chain.
Business Insider Intelligence. (2016, Desember 14). Retrieved from
Gupta, S., Borkar, D., Mello, C. De, Patil, S., 2015. An E-Commerce Website based Chatbot 6, 1483–1485.
Haan, H. de, 2018. Chatbot Personality and Customer Satisfaction.
Hill, J., Ford, W.R., Farreras, I.G., 2015. Computers in Human Behavior Real conversations with artificial intelligence : A comparison between human – human online conversations and human – chatbot conversations. Comput. Human Behav. 49, 245–250.
Huang, J., Zhou, M., Yang, D., 2004. Extracting Chatbot Knowledge from Online Discussion Forums * 423–428.
Kemal Avkiran, N., 1994. Developing an instrument to measure customer service quality in branch banking. Int. J. bank Mark. 12, 10–18.
Rust, R., 2001. The rise of e-service.
Sasmoko, Indrianti, Y., Karsidi, R., Wuisan, D., Ruliana, P., 2018. Neuroresearch: Another form of mixed method. Int. J. Eng. Technol. 7, 134–138.
Sasmoko, Ying, Y., 2015. Construct Validity in NeuroResearch. Adv. Sci. Lett. 21, 2438–2441.
Shawar, B.A., Atwell, E., 2007. Chatbots : Are they Really Useful ? 22, 29–49.
Creative Commons License

This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.