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Abstract

This study examines the impact of AI-powered chatbots on consumer satisfaction in Indonesia's e-commerce industry. A quantitative approach was used to analyze data collected from 400 e-commerce users, focusing on key variables such as response speed, personalization, reliability, and perceived usefulness. Structural Equation Modeling (SEM) was employed to evaluate the relationships between these factors. The findings indicate that response speed and personalization significantly enhance consumer satisfaction, with personalization having the most substantial effect. Perceived usefulness mediates the relationship between chatbot reliability and satisfaction, highlighting the importance of functional trust. However, chatbots were less effective in handling complex queries, moderating their overall impact on satisfaction. The study offers practical recommendations for e-commerce platforms in Indonesia, including enhancing chatbot algorithms for complex problem-solving and leveraging AI to deliver highly personalized interactions. These findings underscore the potential of AI-powered chatbots to drive consumer satisfaction and strengthen brand loyalty in Indonesia's rapidly growing digital marketplace.

Keywords

AI-Powered Chatbots Consumer Satisfaction E-Commerce Personalization Query Complexity

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Suleman, D., Zuniarti, I., Rusiyati, S., Joesah, N., Hakim, L., & Haryati, R. A. (2025). The Role of AI-Powered Chatbots in Enhancing Consumer Satisfaction: Case Study of E-Commerce Platforms in Indonesia. Golden Ratio of Mapping Idea and Literature Format, 5(2), 01–11. https://doi.org/10.52970/grmilf.v5i2.1430
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