Work

Analysis of the Implementation of E-Service Quality Based Chatbots to Improve Academic Services in the Management Study Program at UPN “Veteran” Jawa Timur

Year: 2025

Type: article

Abstract: This study analyzes the implementation of an e-Service Quality-based chatbot integrated with the Discord application to improve academic services in the Management Study Program at UPN "Veteran" Jawa Timur. Using a quantitative descriptive method, data were collected through surveys of 95 students and analyzed using the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA). The study evaluates variables including e-service quality, chatbot usability, and student satisfaction during the 2025 observation. The results show a CSI score of 74.2%, indicating student satisfaction. However, some service aspects such as personalization and responsiveness require improvement. This research implies that chatbot-based automation can enhance efficiency, accuracy, and responsiveness in academic services.

Source: Asian Journal of Applied Business and Management

DOI: 10.55927/ajabm.v4i3.363

Authors: Jonathan Ary Susanto, Wiwik Handayani, Nurkholish Majid

Institution: University of Pembangunan Nasional Veteran Jawa Timur

Language: English

Topic: AI in Service Interactions

Subfield: Artificial Intelligence

Field: Computer Science

Domain: Physical Sciences

SDG: Quality education

Open Access status: diamond

OpenAlex ID: W4413945893

FWCI:

Cites:

Cited by:

Related to: 10