Analysis of Chatbot Service Quality as an Effort to Improve User Satisfaction Towards PT XYZ Using the Servqual Method

Abstract

This take a look at goals to assess the carrier pleasant of Tokopedia’s chatbot in improving person pleasure the Service Quality (SERVQUAL) and Importance Performance Analysis (IPA) methods. Data were collected through questionnaires from 100 active Tokopedia users who have used the chatbot. The results indicate that user satisfaction is generally good, with Empathy identified as the main priority for improvement due to the largest gap between expectation and perception. Responsiveness and Assurance meet user expectations, while Tangible and Reliability exceed them. These findings serve as the basis for developing a service improvement repair flow to enhance Tokopedia’s chatbot quality and user satisfaction.