PENGARUH FITUR CHATBOT AISYAH (ASISTEN INTERAKTIF MANDIRI SYARIAH) TERHADAP KUALITAS PELAYANAN NASABAH

Abstract

This study aims to find out about the chatbot feature of Aisyah (Mandiri Syariah Interactive Assistant) implemented by Bank Mandiri Syariah and its impact on service quality that can be felt directly by customers. In general it can be said that there is a relationship of technological development with service quality and customer satisfaction so that it can foster customer loyalty for any product offered by Mandiri Syariah. The method used in this research is descriptive analytic and qualitative approach which only leads to one discussion and study it deeper about what is in it based on theories and articles. The conclusion of this study is the positive impact of Aisha's chatbot feature for customers where customers who want to dig up information and submit complaints related to Bank Mandiri Syariah will be welcomed and answered as quickly as possible because Aisha's chatbot feature is able to serve 7x24 hours and this will certainly provide an increase in customer satisfaction.