The Impact of Chatbot Features in E-Commerce on User Experience: A Case Study of Shopee Users
Keywords:
Chatbot, E-Commerce, User Experience, Digital Services, ShopeeAbstract
Penelitian ini bertujuan untuk menganalisis dampak fitur layanan chatbot pada platform e-commerce Shopee terhadap pengalaman pengguna melalui pendekatan kualitatif berbasis studi literatur dan observasi interaksi pengguna. Hasil penelitian menunjukkan bahwa chatbot berkontribusi signifikan dalam meningkatkan efisiensi layanan, kecepatan respons, serta kemudahan akses informasi, sehingga memperkuat kepuasan dan persepsi positif pengguna terhadap kualitas layanan Shopee. Meskipun demikian, penelitian ini juga mengungkap keterbatasan chatbot dalam memahami konteks percakapan yang kompleks dan variasi bahasa yang tidak terstruktur, sehingga diperlukan pengembangan lanjutan pada aspek kecerdasan kontekstual dan pemrosesan semantik untuk meningkatkan relevansi dan akurasi layanan. Secara keseluruhan, chatbot memiliki peran strategis dalam memperkuat pengalaman pengguna pada layanan e-commerce, namun optimalisasi teknologi tetap menjadi kebutuhan penting untuk mencapai kualitas layanan yang lebih komprehensif dan adaptif.
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Copyright (c) 2026 Mubarokah Ari Yanti, Intan Novitasari Sah, Jihan Afiyah, M. Yogi Ramadhana, Cynthia Eka Violita
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