SOR Theory in Chatbot Services to Increase Repurchase Intention
Main Article Content
Keywords
Chatbot AI, Marketing Activities, Brand Experience, Repurchase Intention, WOM
Abstract
The Indonesian banking industry is currently undergoing rapid digital transformation, with the adoption of new technologies such as Artificial Intelligence (AI) to enhance customer service and operational efficiency. One interesting application of AI is chatbot services, computer programs that can simulate direct conversations with customers. AI chatbots offer various benefits to the banking industry, such as 24-hour customer service. However, there is limited research evaluating the impact of AI marketing activities through chatbots on repurchase intention in the Indonesian banking sector. This study analyzes the influence of AI marketing activities through AI chatbots on repurchase intention of banking services, with Word of Mouth (WOM) as a mediating variable. This study provides new insights into the impact of AI marketing activities on brand experience and customer repurchase intention. Using a quantitative method with a questionnaire on 300 bank customers. Banks should increase the use of AI and chatbots to increase repurchase intention through WOM.
References
Journal/ Books:
Ali, A., & Bhasin, J. (2019). Understanding Customer Repurchase Intention in E-commerce: Role of Perceived Price, Delivery Quality, and Perceived Value. Jindal Journal of Business Research, 8(2), 142–157. https://doi.org/10.1177/2278682119850275
Almeida, F., & Monteiro, J. A. (2021). Exploring the Effects of GDPR on the User Experience. Journal of Information Systems Engineering and Management, 6(3). https://doi.org/10.21601/jisem/10957
Anninou, I., & Foxall, G. R. (2017). Consumer decision-making for functional foods: insights from a qualitative study. Journal of Consumer Marketing, 34(7), 552–565. https://doi.org/10.1108/JCM-05-2016-1821
Appel, G., Grewal, L., Hadi, R., & Stephen, A. T. (2020). The future of social media in marketing. Journal of the Academy of Marketing Science, 48(1), 79–95. https://doi.org/10.1007/s11747-019-00695-1
Armutcu, B., Tan, A., Ho, S. P. S., Chow, M. Y. C., & Gleason, K. C. (2024). The effect of bank artificial intelligence on consumer purchase intentions. Kybernetes. https://doi.org/10.1108/K-01-2024-0145
Baier, D., Rese, A., & Röglinger, M. (2018). Conversational user interfaces for online shops? A categorization of use cases. International Conference on Information Systems 2018, ICIS 2018, 4801.
Biswas, S., Carson, B., Chung, V., Singh, S., & Thomas, R. (2020). AI-bank of the future: can banks meet the AI challenge? www.mckinsey.com/industries/financial-services/ourinsights/ai-bank-of-the-future-can-banks-meet-the-ai-challenge
Brakus, J. J., Schmitt, B. H., & Zarantonello, L. (2009). Brand Experience: What Is It? How Is It Measured? Does It Affect Loyalty? Journal of Marketing, 73(3), 52–68. https://doi.org/10.1509/jmkg.73.3.52
Brandtzaeg, P. B., & Følstad, A. (2017). Why people use chatbots. Lecture Notes in Computer Science (Including Subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics), 10673 LNCS(November), 377–392. https://doi.org/10.1007/978-3-319-70284-1_30
Capgemini, & Efma. (2022). World retail banking report 2022. https://www.capgemini.com/insights/research-library/world-retail-banking-report/
Carù, A., & Cova, B. (2003). Revisiting Consumption Experience. Marketing Theory, 3(2), 267–286. https://doi.org/10.1177/14705931030032004
Celso, de M., Vieira, V. A., & Veiga, R. T. (2012). Behavioural responses to service encounter involving failure and recovery: the influence of contextual factors. The Service Industries Journal, 32(14), 2203–2217. https://doi.org/10.1080/02642069.2011.582497
Cheng, Y., & Jiang, H. (2022). Customer–brand relationship in the era of artificial intelligence: understanding the role of chatbot marketing efforts. Journal of Product and Brand Management, 31(2), 252–264. https://doi.org/10.1108/JPBM-05-2020-2907
Chiu, C. M., Chang, C. C., Cheng, H. L., & Fang, Y. H. (2009). Determinants of customer repurchase intention in online shopping. Online Information Review, 33(4), 761–784. https://doi.org/10.1108/14684520910985710
Collins, C., Dennehy, D., Conboy, K., & Mikalef, P. (2021). Artificial intelligence in information systems research: A systematic literature review and research agenda. International Journal of Information Management, 60(June), 102383. https://doi.org/10.1016/j.ijinfomgt.2021.102383
Dias, T., Gonçalves, R., Lopes da Costa, R., F. Pereira, L., & Dias, Á. (2023). The impact of artificial intelligence on consumer behaviour and changes in business activity due to pandemic effects. Human Technology, 19(1), 121–148. https://doi.org/10.14254/1795-6889.2023.19-1.8
Engström, A., & Käkelä, N. (2019). Early steps in learning about organizational learning in customization settings: A communication perspective. Learning Organization, 26(1), 27–43. https://doi.org/10.1108/TLO-09-2018-0150
Fakhrudin, A., Yudianto, K., & Melly A.D, Y. S. (2021). Word of mouth marketing berpengaruh terhadap keputusan kuliah. Forum Ekonomi, 23(4), 648–657. https://doi.org/10.30872/jfor.v23i4.10111
Gholami, S., Zarafshan, E., Sheikh, R., & Sana, S. S. (2023). Using deep learning to enhance business intelligence in organizational management. Data Science in Finance and Economics, 3(4), 337–353. https://doi.org/10.3934/dsfe.2023020
Ginting, Y. M., Chandra, T., Miran, I., & Yusriadi, Y. (2023). Repurchase intention of e-commerce customers in Indonesia: An overview of the effect of e-service quality, e-word of mouth, customer trust, and customer satisfaction mediation. International Journal of Data and Network Science, 7(1), 329–340. https://doi.org/10.5267/j.ijdns.2022.10.001
Godey, B., Manthiou, A., Pederzoli, D., Rokka, J., Aiello, G., Donvito, R., & Singh, R. (2016). Social media marketing efforts of luxury brands: Influence on brand equity and consumer behavior. Journal of Business Research, 69(12), 5833–5841. https://doi.org/10.1016/j.jbusres.2016.04.181
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2019). Multivariate data analysis Eighth edition.
Halim, R. E., Rahmani, S., Gayatri, G., Furinto, A., & Sutarso, Y. (2022). The Effectiveness of Product Sustainability Claims to Mitigate Negative Electronic Word of Mouth (N-eWOM). Sustainability (Switzerland), 14(5). https://doi.org/10.3390/su14052554
Herr, P. M., Kardes, F. R., & Kim, J. (1991). Effects of Word-of-Mouth and Product-Attribute Information on Persuasion: An Accessibility-Diagnosticity Perspective. Journal of Consumer Research, 17(4), 454. https://doi.org/10.1086/208570
Hidayaty, N., Ginting, G., & Kurniawati, K. (2022). Pengaruh Relationship Quality, Brand Experience Dan Desain Produk Dengan Minat Beli Sebagai Variabel Intervening Terhadap Keputusan Pembelian Produk Peralatan Rumah Tangga. Jurnal Pendidikan Ekonomi (JURKAMI), 7(1), 138–156. https://doi.org/10.31932/jpe.v7i1.1515
Ho, S. P. S., & Chow, M. Y. C. (2023). The role of artificial intelligence in consumers’ brand preference for retail banks in Hong Kong. Journal of Financial Services Marketing. https://doi.org/10.1057/s41264-022-00207-3
Huaman, R. R., & Merunka, D. (2019). Brand experience effects on brand attachment: the role of brand trust, age, and income. European Business Review, 31(5), 610–645. https://doi.org/10.1108/EBR-02-2017-0039
Huang, M. H., & Rust, R. T. (2018). Artificial Intelligence in Service. Journal of Service Research, 21(2), 155–172. https://doi.org/10.1177/1094670517752459
Ismagilova, E., Rana, N. P., Slade, E., & Dwivedi, Y. K. (2020). A meta-analysis of the factors affecting eWOM providing behaviour. European Journal of Marketing, 55(4), 1067–1102. https://doi.org/https://doi.org/10.1108/EJM-07-2018-0472
Ismail, I. J. (2022). I trust friends before I trust companies: The mediation of WOM and brand love on psychological contract fulfilment and repurchase intention. Management Matters, 19(2), 167–186. https://doi.org/10.1108/manm-02-2022-0033
Javed, M. K., & Wu, M. (2020). Effects of online retailer after delivery services on repurchase intention: An empirical analysis of customers’ past experience and future confidence with the retailer. Journal of Retailing and Consumer Services, 54, 101942. https://doi.org/10.1016/j.jretconser.2019.101942
Joesyiana, K. (2018). Pengaruh Word Of Mouth Terhadap Keputusan Pembelian Konsumen Pada Media Online Shop Shopee Di Pekabaru (Survey pada Mahasiswa Semester VII Jurusan Pendidikan Akuntansi Fakultas Keguruan dan Ilmu Pendidikan Universitas Islam Riau). Jurnal Valuta, Vol. 4(1), 71–85.
Kamalnath, V., Lerner, L., Moon, J., Sari, G., Sohoni, V., & Zhang, S. (2023). Capturing the full value of generative AI in banking. McKinsey & Company, December, 1–9. https://www.mckinsey.com/industries/financial-services/our-insights/capturing-the-full-value-of-generative-ai-in-banking
Kim, J. J., Choe, J. Y. (Jacey), & Hwang, J. (2021). Application of consumer innovativeness to the context of robotic restaurants. International Journal of Contemporary Hospitality Management, 33(1), 224–242. https://doi.org/10.1108/IJCHM-06-2020-0602
Kim, S., & Manoli, A. E. (2024). Transforming sport consumption: exploring motivated sport fans innovativeness in the context of AR live sport streaming. International Journal of Sports Marketing and Sponsorship, 25(2), 444–463. https://doi.org/10.1108/IJSMS-09-2023-0180
Klaus, P., & Zaichkowsky, J. (2020). AI voice bots: a services marketing research agenda. Journal of Services Marketing, 34(3), 389–398. https://doi.org/10.1108/JSM-01-2019-0043
Kumar, V., Rajan, B., Venkatesan, R., & Lecinski, J. (2019). Understanding the Role of Artificial Intelligence in Personalized Engagement Marketing. California Management Review, 61(4), 135–155. https://doi.org/10.1177/0008125619859317
Laparojkit, S., & Suttipun, M. (2022). The causal factors influencing repurchase intentions of local tourists in Thailand during COVID-19 crisis. Journal of Tourism Futures, 1–16. https://doi.org/10.1108/JTF-05-2021-0122
Libai, B., Bart, Y., Gensler, S., Hofacker, C. F., Kaplan, A., Kötterheinrich, K., & Kroll, E. B. (2020). Brave New World? On AI and the Management of Customer Relationships. Journal of Interactive Marketing, 51, 44–56. https://doi.org/10.1016/j.intmar.2020.04.002
Lin, T. T., Yeh, Y.-Q., & Hsu, S.-Y. (2022). Analysis of the Effects of Perceived Value, Price Sensitivity, Word-of-Mouth, and Customer Satisfaction on Repurchase Intentions of Safety Shoes under the Consideration of Sustainability. Sustainability, 14(24), 16546. https://doi.org/10.3390/su142416546
Makales, T., Kelimeler, A., & Deneyimi, M. (2023). Marka Deneyiminin Müşteri Sadakati Yaratmadaki Rolü : Otel İşletmeleri Örneği The Role Of Brand Experience In Creating Customer Loyalty : The. 277–295.
Martínez Puertas, S., Illescas Manzano, M. D., Segovia López, C., & Ribeiro-Cardoso, P. (2024). Purchase intentions in a chatbot environment: An examination of the effects of customer experience. In Oeconomia Copernicana (Vol. 15, Issue 1). https://doi.org/10.24136/oc.2914
Miao, M., Jalees, T., Zaman, S. I., Khan, S., Hanif, N. ul A., & Javed, M. K. (2022). The influence of e-customer satisfaction, e-trust and perceived value on consumer’s repurchase intention in B2C e-commerce segment. Asia Pacific Journal of Marketing and Logistics, 34(10), 2184–2206. https://doi.org/10.1108/APJML-03-2021-0221
Mirza, J. A., & Sudradjat, R. H. (2023). The Influence of Electronic Word of Mouth ‘Sudut Pandang’ Bandung On TikTok to Brand Awareness. Daengku: Journal of Humanities and Social Sciences Innovation, 3(4), 620–628. https://doi.org/10.35877/454RI.daengku1888
Mustafa, S. Z., Kar, A. K., & Janssen, M. F. W. H. A. (2020). Understanding the impact of digital service failure on users: Integrating Tan’s failure and DeLone and McLean’s success model. International Journal of Information Management, 53(March), 102119. https://doi.org/10.1016/j.ijinfomgt.2020.102119
Omer, D. (2023). The relationship of internet banking users ’ emotional brand experiences and consumer-based brand equity. 2635–2648. https://doi.org/10.1108/EJMS-03-2023-0013
Örtenblad, A. (2018). What does “learning organization” mean? Learning Organization, 25(3), 150–158. https://doi.org/10.1108/TLO-02-2018-0016
Pamungkas, B. A. (2017). Pengaruh Promosi Di Media Sosial Dan Word of Mouth Terhadap Keputusan Pembelian (Studi Kasus Pada Kedai Bontacos, Jombang). Jurnal Komunikasi, 10(2), 145. https://doi.org/10.21107/ilkom.v10i2.2518
Pang, H. (2021). Identifying associations between mobile social media users’ perceived values, attitude, satisfaction, and eWOM engagement: The moderating role of affective factors. Telematics and Informatics, 59(December 2020). https://doi.org/10.1016/j.tele.2020.101561
Panjaitan, H. Y., Masnita, Y., & Kurniawati, K. (2023). Penambahan Variabel Tingkat Kecerdasan dari Chatbot untuk Mempengaruhi Kepercayaan Pengguna dalam Aplikasi Telekonsultasi Kesehatan. J. Sistem Info. Bisnis, 13(1), 78–87. https://doi.org/10.21456/vol13iss1pp78-87
Park, J., Hong, E., & Park, Y. (2023). Toward a new business model of retail industry: The role of brand experience and brand authenticity. Journal of Retailing and Consumer Services, 74, 103426. https://doi.org/10.1016/j.jretconser.2023.103426
Pine, B. J. (1993). Mass Customisation: The New Frontier in Business Competition. Boston, Harvard Business School Press, 271–283.
Primantoro, A. Y. (2023). Adopsi Kecerdasan Buatan, BI Percepat Digitalisasi Sistem Pembayaran. In Kompas. https://www.kompas.id/baca/ekonomi/2023/11/30/dalam-lima-tahun-bi siapkan-pengembangan-ai
Rahman, M. ., Abir, T., Yazdani, D. m. n. ., Hamid, a. b. a, & Mamun, A. (2020). Brand Image, eWOM, Trust and Online Purchase Intention of Digital Products among Malaysian Consumers. JOURNAL OF XI’AN UNIVERSITY OF ARCHITECTURE & TECHNOLOGY, XII(III). https://doi.org/10.37896/JXAT12.03/452
Roy, S. K., Singh, G., Hatton, C., Dey, B., Ameen, N., & Kumar, S. (2023). Customers’ motives to co-create in smart services interactions. In Electronic Commerce Research (Vol. 23, Issue 3). Springer US. https://doi.org/10.1007/s10660-022-09633-w
Sadek, H., Redding, P., & Tantawi, P. (2015). Investigating the major marketing communication tools and their impact on building bank brand equity in the Egyptian context A customer perspective. Journal of Business and Retail Management Research, 10(1), 40–59.
Sari, D. (2023). Tantangan dan Peluang Implementasi Artificial Intelligence pada Perbankan. Jmba - Jurnal Manajemen Dan Bisnis, 09(01), 2. file:///C:/Users/ASUS/Downloads/512-Article
Sekaran, U., & Bougie, R. (2020). Research Methods for Business.
Septian, M. R., & Harsoyo, T. D. (2023). The Effect of Experiential Marketing, Customer Perceived Value and Brand Image on Customer Satisfaction. Jurnal Ilmiah Manajemen Kesatuan, 11(3), 1613–1620. https://doi.org/10.37641/jimkes.v11i3.2378
Shamim, A., & Mohsin, B. M. (2013). A critical model of brand experience consequences. Asia Pacific Journal of Marketing and Logistics, 25(1), 102–117. https://doi.org/10.1108/13555851311290957
Sultan, P., & Wong, H. Y. (2019). How service quality affects university brand performance, university brand image and behavioural intention: the mediating effects of satisfaction and trust and moderating roles of gender and study mode. Journal of Brand Management, 26(3), 332–347. https://doi.org/10.1057/s41262-018-0131-3
Thiraviyam, T. (2018). Artificial Intelligence Marketing. In International Journal of Recent Research Aspects (Vol. 19, Issue 4).
Tran, A. D., Pallant, J. I., & Johnson, L. W. (2021). Exploring the impact of chatbots on consumer sentiment and expectations in retail. Journal of Retailing and Consumer Services, 63(September). https://doi.org/10.1016/j.jretconser.2021.102718
Trivedi, J. (2019). Examining the Customer Experience of Using Banking Chatbots and Its Impact on Brand Love: The Moderating Role of Perceived Risk. Journal of Internet Commerce, 18(1), 91–111. https://doi.org/10.1080/15332861.2019.1567188
Tulangow, G. D., & Kusumawardani, K. A. (2020). Green Is the New Black: the Role of Green Marketing Awareness and Perceived Innovation in the Fast Fashion Industry. Proceeding of the International Conference on Family Business and Entrepreneurship, 1(1), 180–203. https://doi.org/10.33021/icfbe.v1i1.1373
Tynan, C., & McKechnie, S. (2009). Experience marketing: A review and reassessment. Journal of Marketing Management, 25(5–6), 501–517. https://doi.org/10.1362/026725709X461821
Utoyo, I., Tandjung, R., & Wasmana, P. (2021). Implementasi Artificial Intelligence (AI) untuk Digital Banking. Direktur Digital Dan Teknologi Informasi BRI, Direktur Consumer Banking Group DBS Indonesia, National Technology Office Microsoft Indonesia. https://www.ojk.go.id/ojk-institute/id/capacitybuilding/past/317/implementasi-artificial-intelligence-ai-untuk-digital-banking
Verma, S., Sharma, R., Deb, S., & Maitra, D. (2021). Artificial intelligence in marketing: Systematic review and future research direction. International Journal of Information Management Data Insights, 1(1), 100002. https://doi.org/10.1016/j.jjimei.2020.100002
Walker, L. J. H. (2001). The Measurement of Word-of-Mouth Communication and an Investigation of Service Quality and Customer Commitment as Potential Antecedents the primary focus of these studies is not on measure devel. Journal of Service Research, 4(1), 60–75.
Wijaya, O. Y. A., Sulistiyani, Pudjowati, J., Kartikawati, T. S., Kurniasih, N., & Purwanto, A. (2021). The role of social media marketing, entertainment, customization, trendiness, interaction and word-of-mouth on purchase intention: An empirical study from indonesian smartphone consumers. International Journal of Data and Network Science, 5(3), 231–238. https://doi.org/10.5267/j.ijdns.2021.6.011
Xu, H., Liu, J., Xu, X., Chen, J., & Yue, X. (2024). The impact of AI technology adoption on operational decision-making in competitive heterogeneous ports☆. Transportation Research Part E: Logistics and Transportation Review, 183, 103428. https://doi.org/10.1016/j.tre.2024.103428
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1988). Communication and Control Processes in the Delivery of Service Quality. Journal of Marketing, 52(2), 35. https://doi.org/10.2307/1251263
Zhang, L., Ruiz-menjivar, J., Luo, B., Liang, Z., & Swisher, M. E. (2020). Predicting climate change mitigation and adaptation behaviors in agricultural production : A comparison of the theory of planned behavior and the Value-Belief-Norm Theory. Journal of Environmental Psychology, 68(January 2019), 101408. https://doi.org/10.1016/j.jenvp.2020.101408
Zomerdijk, L. G., & Voss, C. A. (2011). NSD processes and practices in experiential services. Journal of Product Innovation Management, 28(1), 63–80. https://doi.org/10.1111/j.1540-5885.2010.00781
Ali, A., & Bhasin, J. (2019). Understanding Customer Repurchase Intention in E-commerce: Role of Perceived Price, Delivery Quality, and Perceived Value. Jindal Journal of Business Research, 8(2), 142–157. https://doi.org/10.1177/2278682119850275
Almeida, F., & Monteiro, J. A. (2021). Exploring the Effects of GDPR on the User Experience. Journal of Information Systems Engineering and Management, 6(3). https://doi.org/10.21601/jisem/10957
Anninou, I., & Foxall, G. R. (2017). Consumer decision-making for functional foods: insights from a qualitative study. Journal of Consumer Marketing, 34(7), 552–565. https://doi.org/10.1108/JCM-05-2016-1821
Appel, G., Grewal, L., Hadi, R., & Stephen, A. T. (2020). The future of social media in marketing. Journal of the Academy of Marketing Science, 48(1), 79–95. https://doi.org/10.1007/s11747-019-00695-1
Armutcu, B., Tan, A., Ho, S. P. S., Chow, M. Y. C., & Gleason, K. C. (2024). The effect of bank artificial intelligence on consumer purchase intentions. Kybernetes. https://doi.org/10.1108/K-01-2024-0145
Baier, D., Rese, A., & Röglinger, M. (2018). Conversational user interfaces for online shops? A categorization of use cases. International Conference on Information Systems 2018, ICIS 2018, 4801.
Biswas, S., Carson, B., Chung, V., Singh, S., & Thomas, R. (2020). AI-bank of the future: can banks meet the AI challenge? www.mckinsey.com/industries/financial-services/ourinsights/ai-bank-of-the-future-can-banks-meet-the-ai-challenge
Brakus, J. J., Schmitt, B. H., & Zarantonello, L. (2009). Brand Experience: What Is It? How Is It Measured? Does It Affect Loyalty? Journal of Marketing, 73(3), 52–68. https://doi.org/10.1509/jmkg.73.3.52
Brandtzaeg, P. B., & Følstad, A. (2017). Why people use chatbots. Lecture Notes in Computer Science (Including Subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics), 10673 LNCS(November), 377–392. https://doi.org/10.1007/978-3-319-70284-1_30
Capgemini, & Efma. (2022). World retail banking report 2022. https://www.capgemini.com/insights/research-library/world-retail-banking-report/
Carù, A., & Cova, B. (2003). Revisiting Consumption Experience. Marketing Theory, 3(2), 267–286. https://doi.org/10.1177/14705931030032004
Celso, de M., Vieira, V. A., & Veiga, R. T. (2012). Behavioural responses to service encounter involving failure and recovery: the influence of contextual factors. The Service Industries Journal, 32(14), 2203–2217. https://doi.org/10.1080/02642069.2011.582497
Cheng, Y., & Jiang, H. (2022). Customer–brand relationship in the era of artificial intelligence: understanding the role of chatbot marketing efforts. Journal of Product and Brand Management, 31(2), 252–264. https://doi.org/10.1108/JPBM-05-2020-2907
Chiu, C. M., Chang, C. C., Cheng, H. L., & Fang, Y. H. (2009). Determinants of customer repurchase intention in online shopping. Online Information Review, 33(4), 761–784. https://doi.org/10.1108/14684520910985710
Collins, C., Dennehy, D., Conboy, K., & Mikalef, P. (2021). Artificial intelligence in information systems research: A systematic literature review and research agenda. International Journal of Information Management, 60(June), 102383. https://doi.org/10.1016/j.ijinfomgt.2021.102383
Dias, T., Gonçalves, R., Lopes da Costa, R., F. Pereira, L., & Dias, Á. (2023). The impact of artificial intelligence on consumer behaviour and changes in business activity due to pandemic effects. Human Technology, 19(1), 121–148. https://doi.org/10.14254/1795-6889.2023.19-1.8
Engström, A., & Käkelä, N. (2019). Early steps in learning about organizational learning in customization settings: A communication perspective. Learning Organization, 26(1), 27–43. https://doi.org/10.1108/TLO-09-2018-0150
Fakhrudin, A., Yudianto, K., & Melly A.D, Y. S. (2021). Word of mouth marketing berpengaruh terhadap keputusan kuliah. Forum Ekonomi, 23(4), 648–657. https://doi.org/10.30872/jfor.v23i4.10111
Gholami, S., Zarafshan, E., Sheikh, R., & Sana, S. S. (2023). Using deep learning to enhance business intelligence in organizational management. Data Science in Finance and Economics, 3(4), 337–353. https://doi.org/10.3934/dsfe.2023020
Ginting, Y. M., Chandra, T., Miran, I., & Yusriadi, Y. (2023). Repurchase intention of e-commerce customers in Indonesia: An overview of the effect of e-service quality, e-word of mouth, customer trust, and customer satisfaction mediation. International Journal of Data and Network Science, 7(1), 329–340. https://doi.org/10.5267/j.ijdns.2022.10.001
Godey, B., Manthiou, A., Pederzoli, D., Rokka, J., Aiello, G., Donvito, R., & Singh, R. (2016). Social media marketing efforts of luxury brands: Influence on brand equity and consumer behavior. Journal of Business Research, 69(12), 5833–5841. https://doi.org/10.1016/j.jbusres.2016.04.181
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2019). Multivariate data analysis Eighth edition.
Halim, R. E., Rahmani, S., Gayatri, G., Furinto, A., & Sutarso, Y. (2022). The Effectiveness of Product Sustainability Claims to Mitigate Negative Electronic Word of Mouth (N-eWOM). Sustainability (Switzerland), 14(5). https://doi.org/10.3390/su14052554
Herr, P. M., Kardes, F. R., & Kim, J. (1991). Effects of Word-of-Mouth and Product-Attribute Information on Persuasion: An Accessibility-Diagnosticity Perspective. Journal of Consumer Research, 17(4), 454. https://doi.org/10.1086/208570
Hidayaty, N., Ginting, G., & Kurniawati, K. (2022). Pengaruh Relationship Quality, Brand Experience Dan Desain Produk Dengan Minat Beli Sebagai Variabel Intervening Terhadap Keputusan Pembelian Produk Peralatan Rumah Tangga. Jurnal Pendidikan Ekonomi (JURKAMI), 7(1), 138–156. https://doi.org/10.31932/jpe.v7i1.1515
Ho, S. P. S., & Chow, M. Y. C. (2023). The role of artificial intelligence in consumers’ brand preference for retail banks in Hong Kong. Journal of Financial Services Marketing. https://doi.org/10.1057/s41264-022-00207-3
Huaman, R. R., & Merunka, D. (2019). Brand experience effects on brand attachment: the role of brand trust, age, and income. European Business Review, 31(5), 610–645. https://doi.org/10.1108/EBR-02-2017-0039
Huang, M. H., & Rust, R. T. (2018). Artificial Intelligence in Service. Journal of Service Research, 21(2), 155–172. https://doi.org/10.1177/1094670517752459
Ismagilova, E., Rana, N. P., Slade, E., & Dwivedi, Y. K. (2020). A meta-analysis of the factors affecting eWOM providing behaviour. European Journal of Marketing, 55(4), 1067–1102. https://doi.org/https://doi.org/10.1108/EJM-07-2018-0472
Ismail, I. J. (2022). I trust friends before I trust companies: The mediation of WOM and brand love on psychological contract fulfilment and repurchase intention. Management Matters, 19(2), 167–186. https://doi.org/10.1108/manm-02-2022-0033
Javed, M. K., & Wu, M. (2020). Effects of online retailer after delivery services on repurchase intention: An empirical analysis of customers’ past experience and future confidence with the retailer. Journal of Retailing and Consumer Services, 54, 101942. https://doi.org/10.1016/j.jretconser.2019.101942
Joesyiana, K. (2018). Pengaruh Word Of Mouth Terhadap Keputusan Pembelian Konsumen Pada Media Online Shop Shopee Di Pekabaru (Survey pada Mahasiswa Semester VII Jurusan Pendidikan Akuntansi Fakultas Keguruan dan Ilmu Pendidikan Universitas Islam Riau). Jurnal Valuta, Vol. 4(1), 71–85.
Kamalnath, V., Lerner, L., Moon, J., Sari, G., Sohoni, V., & Zhang, S. (2023). Capturing the full value of generative AI in banking. McKinsey & Company, December, 1–9. https://www.mckinsey.com/industries/financial-services/our-insights/capturing-the-full-value-of-generative-ai-in-banking
Kim, J. J., Choe, J. Y. (Jacey), & Hwang, J. (2021). Application of consumer innovativeness to the context of robotic restaurants. International Journal of Contemporary Hospitality Management, 33(1), 224–242. https://doi.org/10.1108/IJCHM-06-2020-0602
Kim, S., & Manoli, A. E. (2024). Transforming sport consumption: exploring motivated sport fans innovativeness in the context of AR live sport streaming. International Journal of Sports Marketing and Sponsorship, 25(2), 444–463. https://doi.org/10.1108/IJSMS-09-2023-0180
Klaus, P., & Zaichkowsky, J. (2020). AI voice bots: a services marketing research agenda. Journal of Services Marketing, 34(3), 389–398. https://doi.org/10.1108/JSM-01-2019-0043
Kumar, V., Rajan, B., Venkatesan, R., & Lecinski, J. (2019). Understanding the Role of Artificial Intelligence in Personalized Engagement Marketing. California Management Review, 61(4), 135–155. https://doi.org/10.1177/0008125619859317
Laparojkit, S., & Suttipun, M. (2022). The causal factors influencing repurchase intentions of local tourists in Thailand during COVID-19 crisis. Journal of Tourism Futures, 1–16. https://doi.org/10.1108/JTF-05-2021-0122
Libai, B., Bart, Y., Gensler, S., Hofacker, C. F., Kaplan, A., Kötterheinrich, K., & Kroll, E. B. (2020). Brave New World? On AI and the Management of Customer Relationships. Journal of Interactive Marketing, 51, 44–56. https://doi.org/10.1016/j.intmar.2020.04.002
Lin, T. T., Yeh, Y.-Q., & Hsu, S.-Y. (2022). Analysis of the Effects of Perceived Value, Price Sensitivity, Word-of-Mouth, and Customer Satisfaction on Repurchase Intentions of Safety Shoes under the Consideration of Sustainability. Sustainability, 14(24), 16546. https://doi.org/10.3390/su142416546
Makales, T., Kelimeler, A., & Deneyimi, M. (2023). Marka Deneyiminin Müşteri Sadakati Yaratmadaki Rolü : Otel İşletmeleri Örneği The Role Of Brand Experience In Creating Customer Loyalty : The. 277–295.
Martínez Puertas, S., Illescas Manzano, M. D., Segovia López, C., & Ribeiro-Cardoso, P. (2024). Purchase intentions in a chatbot environment: An examination of the effects of customer experience. In Oeconomia Copernicana (Vol. 15, Issue 1). https://doi.org/10.24136/oc.2914
Miao, M., Jalees, T., Zaman, S. I., Khan, S., Hanif, N. ul A., & Javed, M. K. (2022). The influence of e-customer satisfaction, e-trust and perceived value on consumer’s repurchase intention in B2C e-commerce segment. Asia Pacific Journal of Marketing and Logistics, 34(10), 2184–2206. https://doi.org/10.1108/APJML-03-2021-0221
Mirza, J. A., & Sudradjat, R. H. (2023). The Influence of Electronic Word of Mouth ‘Sudut Pandang’ Bandung On TikTok to Brand Awareness. Daengku: Journal of Humanities and Social Sciences Innovation, 3(4), 620–628. https://doi.org/10.35877/454RI.daengku1888
Mustafa, S. Z., Kar, A. K., & Janssen, M. F. W. H. A. (2020). Understanding the impact of digital service failure on users: Integrating Tan’s failure and DeLone and McLean’s success model. International Journal of Information Management, 53(March), 102119. https://doi.org/10.1016/j.ijinfomgt.2020.102119
Omer, D. (2023). The relationship of internet banking users ’ emotional brand experiences and consumer-based brand equity. 2635–2648. https://doi.org/10.1108/EJMS-03-2023-0013
Örtenblad, A. (2018). What does “learning organization” mean? Learning Organization, 25(3), 150–158. https://doi.org/10.1108/TLO-02-2018-0016
Pamungkas, B. A. (2017). Pengaruh Promosi Di Media Sosial Dan Word of Mouth Terhadap Keputusan Pembelian (Studi Kasus Pada Kedai Bontacos, Jombang). Jurnal Komunikasi, 10(2), 145. https://doi.org/10.21107/ilkom.v10i2.2518
Pang, H. (2021). Identifying associations between mobile social media users’ perceived values, attitude, satisfaction, and eWOM engagement: The moderating role of affective factors. Telematics and Informatics, 59(December 2020). https://doi.org/10.1016/j.tele.2020.101561
Panjaitan, H. Y., Masnita, Y., & Kurniawati, K. (2023). Penambahan Variabel Tingkat Kecerdasan dari Chatbot untuk Mempengaruhi Kepercayaan Pengguna dalam Aplikasi Telekonsultasi Kesehatan. J. Sistem Info. Bisnis, 13(1), 78–87. https://doi.org/10.21456/vol13iss1pp78-87
Park, J., Hong, E., & Park, Y. (2023). Toward a new business model of retail industry: The role of brand experience and brand authenticity. Journal of Retailing and Consumer Services, 74, 103426. https://doi.org/10.1016/j.jretconser.2023.103426
Pine, B. J. (1993). Mass Customisation: The New Frontier in Business Competition. Boston, Harvard Business School Press, 271–283.
Primantoro, A. Y. (2023). Adopsi Kecerdasan Buatan, BI Percepat Digitalisasi Sistem Pembayaran. In Kompas. https://www.kompas.id/baca/ekonomi/2023/11/30/dalam-lima-tahun-bi siapkan-pengembangan-ai
Rahman, M. ., Abir, T., Yazdani, D. m. n. ., Hamid, a. b. a, & Mamun, A. (2020). Brand Image, eWOM, Trust and Online Purchase Intention of Digital Products among Malaysian Consumers. JOURNAL OF XI’AN UNIVERSITY OF ARCHITECTURE & TECHNOLOGY, XII(III). https://doi.org/10.37896/JXAT12.03/452
Roy, S. K., Singh, G., Hatton, C., Dey, B., Ameen, N., & Kumar, S. (2023). Customers’ motives to co-create in smart services interactions. In Electronic Commerce Research (Vol. 23, Issue 3). Springer US. https://doi.org/10.1007/s10660-022-09633-w
Sadek, H., Redding, P., & Tantawi, P. (2015). Investigating the major marketing communication tools and their impact on building bank brand equity in the Egyptian context A customer perspective. Journal of Business and Retail Management Research, 10(1), 40–59.
Sari, D. (2023). Tantangan dan Peluang Implementasi Artificial Intelligence pada Perbankan. Jmba - Jurnal Manajemen Dan Bisnis, 09(01), 2. file:///C:/Users/ASUS/Downloads/512-Article
Sekaran, U., & Bougie, R. (2020). Research Methods for Business.
Septian, M. R., & Harsoyo, T. D. (2023). The Effect of Experiential Marketing, Customer Perceived Value and Brand Image on Customer Satisfaction. Jurnal Ilmiah Manajemen Kesatuan, 11(3), 1613–1620. https://doi.org/10.37641/jimkes.v11i3.2378
Shamim, A., & Mohsin, B. M. (2013). A critical model of brand experience consequences. Asia Pacific Journal of Marketing and Logistics, 25(1), 102–117. https://doi.org/10.1108/13555851311290957
Sultan, P., & Wong, H. Y. (2019). How service quality affects university brand performance, university brand image and behavioural intention: the mediating effects of satisfaction and trust and moderating roles of gender and study mode. Journal of Brand Management, 26(3), 332–347. https://doi.org/10.1057/s41262-018-0131-3
Thiraviyam, T. (2018). Artificial Intelligence Marketing. In International Journal of Recent Research Aspects (Vol. 19, Issue 4).
Tran, A. D., Pallant, J. I., & Johnson, L. W. (2021). Exploring the impact of chatbots on consumer sentiment and expectations in retail. Journal of Retailing and Consumer Services, 63(September). https://doi.org/10.1016/j.jretconser.2021.102718
Trivedi, J. (2019). Examining the Customer Experience of Using Banking Chatbots and Its Impact on Brand Love: The Moderating Role of Perceived Risk. Journal of Internet Commerce, 18(1), 91–111. https://doi.org/10.1080/15332861.2019.1567188
Tulangow, G. D., & Kusumawardani, K. A. (2020). Green Is the New Black: the Role of Green Marketing Awareness and Perceived Innovation in the Fast Fashion Industry. Proceeding of the International Conference on Family Business and Entrepreneurship, 1(1), 180–203. https://doi.org/10.33021/icfbe.v1i1.1373
Tynan, C., & McKechnie, S. (2009). Experience marketing: A review and reassessment. Journal of Marketing Management, 25(5–6), 501–517. https://doi.org/10.1362/026725709X461821
Utoyo, I., Tandjung, R., & Wasmana, P. (2021). Implementasi Artificial Intelligence (AI) untuk Digital Banking. Direktur Digital Dan Teknologi Informasi BRI, Direktur Consumer Banking Group DBS Indonesia, National Technology Office Microsoft Indonesia. https://www.ojk.go.id/ojk-institute/id/capacitybuilding/past/317/implementasi-artificial-intelligence-ai-untuk-digital-banking
Verma, S., Sharma, R., Deb, S., & Maitra, D. (2021). Artificial intelligence in marketing: Systematic review and future research direction. International Journal of Information Management Data Insights, 1(1), 100002. https://doi.org/10.1016/j.jjimei.2020.100002
Walker, L. J. H. (2001). The Measurement of Word-of-Mouth Communication and an Investigation of Service Quality and Customer Commitment as Potential Antecedents the primary focus of these studies is not on measure devel. Journal of Service Research, 4(1), 60–75.
Wijaya, O. Y. A., Sulistiyani, Pudjowati, J., Kartikawati, T. S., Kurniasih, N., & Purwanto, A. (2021). The role of social media marketing, entertainment, customization, trendiness, interaction and word-of-mouth on purchase intention: An empirical study from indonesian smartphone consumers. International Journal of Data and Network Science, 5(3), 231–238. https://doi.org/10.5267/j.ijdns.2021.6.011
Xu, H., Liu, J., Xu, X., Chen, J., & Yue, X. (2024). The impact of AI technology adoption on operational decision-making in competitive heterogeneous ports☆. Transportation Research Part E: Logistics and Transportation Review, 183, 103428. https://doi.org/10.1016/j.tre.2024.103428
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1988). Communication and Control Processes in the Delivery of Service Quality. Journal of Marketing, 52(2), 35. https://doi.org/10.2307/1251263
Zhang, L., Ruiz-menjivar, J., Luo, B., Liang, Z., & Swisher, M. E. (2020). Predicting climate change mitigation and adaptation behaviors in agricultural production : A comparison of the theory of planned behavior and the Value-Belief-Norm Theory. Journal of Environmental Psychology, 68(January 2019), 101408. https://doi.org/10.1016/j.jenvp.2020.101408
Zomerdijk, L. G., & Voss, C. A. (2011). NSD processes and practices in experiential services. Journal of Product Innovation Management, 28(1), 63–80. https://doi.org/10.1111/j.1540-5885.2010.00781
Article Sidebar
Published
Nov 30, 2024
Article Details
How to Cite
Fadhly, H., Kurniawati, K., & Masnita, Y. (2024). SOR Theory in Chatbot Services to Increase Repurchase Intention. SIMAK, 22(02), 41-64. https://doi.org/https://doi.org/10.35129/simak.v22i02.536
Section
Articles