Twenty-Four Hour Live Chat Feature and Customer Satisfaction

Authors

  • Maemunah Nurmaya Sari Universitas Indraprasta PGRI
  • Lucia Ristania Gracia Universitas Indraprasta PGRI

DOI:

https://doi.org/10.54099/ijamb.v2i2.1067

Abstract

Purpose –This paper wants to describe the e-service quality of customer support in handling crypto asset consumer problems using the 24-hour live chat feature, and an overview of customer satisfaction ratings at PT Akunku Dotcom Indonesia

Methodology/approach –The survey was conducted on 100 Reku friend respondents who had interacted with customer support via the 24-hour live chat feature. The instrument used is a questionnaire with 4 Likert scales and customer satisfaction rating data. The assessment of e-service quality is presented in the form of an average answer score and the level of agreement between Reku friends.

Findings –E-Service Quality through the 24 Hour Live Chat Feature on Reku received a positive response from Reku users with an agreement rate of almost 90%. Reku Indonesia's Customer Satisfaction Rating is dominated by the Good Rate category. Both the Good Rate and Bad Rate sections are mostly influenced by Customer Support services.

Novelty/value –Customer support needs to provide a sense of security to customers of digital products such as crypto assets, through maximum e-service quality, so that this can have an impact on maximum customer satisfaction ratings too

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Published

08/12/2024

How to Cite

Sari, M. N. ., & Gracia, L. R. . (2024). Twenty-Four Hour Live Chat Feature and Customer Satisfaction . International Journal of Applied Management and Business, 2(2), 62–74. https://doi.org/10.54099/ijamb.v2i2.1067

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