Journal of Business, Management, and Social Studies

Chatbots and Customer Satisfaction in E-Commerce: An Exploratory Study

Kamelia — 2025-04-20

This study tries to analyze how the implementation of chatbots, with their capabilities for fast responsiveness and personalized service, influences customer satisfaction in the e-commerce context. Given the nature of the research question, the study could potentially employ a quantitative methodology to measure and analyze the relationship between chatbot features (like responsiveness and personalization) and customer satisfaction levels. This might involve surveys – Collecting data from e-commerce customers about their experiences with chatbots and their overall satisfaction. The study’s findings indicate a significant positive correlation between chatbot usage and key e-commerce outcomes, revealing that chatbots enhance customer satisfaction through fast, responsive, user-friendly, and personalized services, which in turn drives increased site revisits, repurchase intentions, and positive word-of-mouth. Therefore, the effective implementation of chatbots is crucial for boosting customer satisfaction and fostering positive consumer behavior in the e-commerce sector. Based on the provided findings and the suggestion for future research, the novelty of this study appears to lie in empirically demonstrating the multifaceted positive impact of chatbot implementation on crucial e-commerce metrics – specifically customer satisfaction, repurchase intentions, site revisits, and word-of-mouth – by highlighting the mediating role of enhanced service qualities like speed, responsiveness, ease of use, and personalization.

How Micro-Influencers, Brand Ambassadors, and Brand Communities Drive E-Commerce Sales

Vincent Octavianus — 2025-04-20

This study tries to measure the influence of micro influencers, brand ambassadors and brand communities on luxury brand sales in e-commerce. To analyze the influence and relationships between the variables and potentially generalize findings, a quantitative research design is the method that involves collecting numerical data and using statistical analysis to identify patterns and test hypotheses. A survey method using questionnaires is a strong possibility for collecting data from a large enough sample of consumers who purchase luxury brands on e-commerce platforms. The study employs purposive sampling to target individuals who meet specific criteria, such as those who follow micro-influencers and brand ambassadors, are part of brand communities related to luxury brands, and have made luxury brand purchases on e-commerce platforms. This research found that micro-influencers, brand ambassadors, and brand communities each positively and significantly influence luxury brand purchasing behavior in e-commerce. Furthermore, the combined use of these three marketing strategies has a substantial positive impact on driving luxury brand sales online. While individual roles of micro-influencers, brand ambassadors, and brand communities might have been studied separately, this research provides empirical evidence for their combined and complementary influence on luxury brand purchasing behavior specifically within the e-commerce context.

Personality, Lifestyle, and Values as Predictors of Behavioral Intention towards Generative AI among Generation Z

Bryan Christiano — 2025-04-20

The aim of the study is to explore and understand the multifaceted and reciprocal relationship between users (specifically highlighting Generation Z) and the rapidly growing field of Generative AI, including its impact on both users and the technology’s development, while also emphasizing the importance of ethical considerations and the need for a balanced approach grounded in psychometric theory. This quantitative study investigates the influence of personality, lifestyle, and values (independent variables) on the behavioral intention to adopt generative AI products (dependent variable) among Generation Z individuals aged 17-25 in the JABODETABEK area of Indonesia, utilizing online questionnaires with Likert and nominal scales, and analyzing the collected data through multiple linear regression and PLS-SEM. The methodology involves purposive random sampling to target Gen Z users of generative AI within the specified demographic and geographic criteria for data collection and subsequent statistical analysis to test the hypothesized relationships between the variables. Consumer personality, consumer lifestyle, and consumer values all have a positive and significant effect on the behavioral intention to use generative AI-based products. This indicates that individuals with certain personality traits, lifestyles, and value systems are more inclined to adopt and use these AI tools. The majority of respondents were aged 20-22 and resided in the JABODETABEK area, with a very high percentage (93.8%) reporting usage of generative AI products and an even higher percentage (94.5%) specifically using ChatGPT. The specific combination of examining the complex, reciprocal relationship between Gen Z and Generative AI, coupled with the emphasis on ethical implications, appears to be the novel contribution highlighted in this introduction.

The Impact of Social Media Marketing on Jenius

Joseph Lambert — 2025-04-22

Objective – The aim of the study is to investigate the influence of social media marketing activities on the development of brand love for the Jenius digital banking brand among its target audience.

Methodology – This study employs a quantitative research approach, likely using surveys or analyzing digital engagement metrics, to examine the relationship between specific social media marketing activities of Jenius and the level of brand love experienced by its consumers. Statistical analysis will be used to determine the strength and direction of this influence.

Findings – The findings of this study would likely demonstrate a statistically significant positive relationship between specific social media marketing activities employed by Jenius (such as engaging content and WOM campaigns) and the level of brand love experienced by its consumers. This suggests that Jenius's social media strategies are effective in fostering emotional attachment and positive feelings towards the brand.

Novelty – The novelty of this study lies in its specific examination of how social media marketing cultivates brand love within the unique context of a digital banking brand (Jenius) and its Indonesian consumer base.

How Product Knowledge Shapes the Impact of Artificial Intelligence on Spotify Brand Relationship and Loyalty

Meisianny Citta Kalyani — 2025-04-22

The main focus of this research is to find out whether the use of Artificial Intelligence has an effect on Spotify’s Customer Brand Relationship and Customer Loyalty, on the other hand it is also mediated by Product Knowledge. This research uses quantitative methods which are distributed through questionnaires and processed using SmartPLS. Respondent requirements include (1) Spotify users, (2) aged 12 – 45 years, and (3) domiciled on the island of Java. The data analysis process involves validity testing which is considered relevant if the value is more than 0.5 (> 0.5), reliability testing which is considered relevant if the value is more than 0.7 (> 0.7), and hypothesis testing which is considered significant if it has value more than 1.96 (> 1.96). From a total of 195 respondents, the research results explain that the Artificial Intelligence variable influences Spotify’s Customer Brand Relationship and Customer Loyalty, which shows a positive and significant influence. Similar results were also obtained if mediation from Product Knowledge was added. Examining the impact of Artificial Intelligence specifically within the context of Spotify and its users is a relatively focused area. While AI is increasingly prevalent, research delving into its direct influence on customer brand relationships and loyalty for a specific digital service like Spotify might offer unique insights.