Pengaruh Layanan Chat Online dan Kecepatan Respon terhadap Kepuasan Pelanggan

Putri Mentari; Michael Febrian Siebert; Loise Cendana

doi:10.61132/lokawati.v4i3.2558

Authors

Putri Mentari STIE Eka Prasetya
Michael Febrian Siebert STIE Eka Prasetya
Loise Cendana STIE Eka Prasetya

DOI:

https://doi.org/10.61132/lokawati.v4i3.2558

Keywords:

Chatbot, Customer Satisfaction, E-commerce, Online Chat Services, Response Speed

Abstract

The development of the digital economy has driven increased customer interaction through online chat services, making customer satisfaction a key factor in business success. Response speed and chat service quality are two important aspects in shaping the customer experience, but previous research has tended to examine them separately. This study aims to analyze the influence of online chat services and response speed on customer satisfaction partially and simultaneously. The method used is a qualitative approach with a literature review of 12 scientific articles from 2020–2025 obtained from academic databases such as Google Scholar and SINTA. The analysis technique used is descriptive-critical through the identification, comparison, and synthesis of previous research findings. The results show that online chat services have a positive effect on customer satisfaction, primarily through interaction quality such as information accuracy, ease of use, and problem-solving ability. Response speed has also proven to be an important determinant, where a fast response significantly increases customer satisfaction. However, speed without quality has the potential to decrease satisfaction. The discussion shows that the two variables have a complementary and inseparable relationship. Online chat services function as a medium for interaction, while response speed is a quality attribute that determines the effectiveness of the service. Therefore, the integration of both in one model is the main contribution of this research in filling the literature gap, especially in the context of e-commerce in Indonesia.

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