The Process of Adopting Innovation on Line Chatterbot Mobile Messenger as Customer Service Intermediary (Case Study: Chatterbot Telkomsel)
Autor(a) principal: | |
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Data de Publicação: | 2020 |
Outros Autores: | , |
Tipo de documento: | Artigo |
Idioma: | eng |
Título da fonte: | Research, Society and Development |
Texto Completo: | https://rsdjournal.org/index.php/rsd/article/view/1581 |
Resumo: | By using Rogers’s theory (1983), this research aims to know the process of adopting innovation occurred in the Telkomsel customers toward Line Chatterbot Mobile Messenger. Another purpose of this research is tried to find out the differences of adoption process from generation X, millennial, and generation Z as well as describe each of the adopter category characteristics. The method used is case study with qualitative approach using Focus Group Discussion technique. The results then reveal that the adoption process has little bit differences with Rogers’s theory. The differences are found in several steps including knowledge steps, experiment steps, decision steps, and confirmation steps. Furthermore, this research is also found out new concepts namely passive adopter which is defined as adopter that prefers using innovation as alternative choices. |
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Research, Society and Development |
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The Process of Adopting Innovation on Line Chatterbot Mobile Messenger as Customer Service Intermediary (Case Study: Chatterbot Telkomsel)El proceso de adopción de la innovación en línea Chatterbot Mobile Messenger como intermediario de servicio al cliente (Estudio de caso: Chatterbot Telkomsel)O processo de adoção de inovação no Messenger móvel Chatterbot como intermediário de atendimento ao cliente (Estudo de caso: Chatterbot Telkomsel)Adopter categoryChatterbotCustomer servicesFocus group discussionTelkomsel.Categoría de adoptanteChatterbotServicios al clienteDiscusión de grupo focalTelkomsel.Categoria adotanteChatterbotAtendimento ao clienteDiscussão em grupo focalTelkomsel.By using Rogers’s theory (1983), this research aims to know the process of adopting innovation occurred in the Telkomsel customers toward Line Chatterbot Mobile Messenger. Another purpose of this research is tried to find out the differences of adoption process from generation X, millennial, and generation Z as well as describe each of the adopter category characteristics. The method used is case study with qualitative approach using Focus Group Discussion technique. The results then reveal that the adoption process has little bit differences with Rogers’s theory. The differences are found in several steps including knowledge steps, experiment steps, decision steps, and confirmation steps. Furthermore, this research is also found out new concepts namely passive adopter which is defined as adopter that prefers using innovation as alternative choices.Al usar la teoría de Rogers (1983), esta investigación tiene como objetivo conocer el proceso de adopción de la innovación que se produjo en los clientes de Telkomsel hacia Line Chatterbot Mobile Messenger. Otro propósito de esta investigación es tratar de descubrir las diferencias del proceso de adopción de la generación X, milenario y la generación Z, así como describir cada una de las características de la categoría de adoptantes. El método utilizado es el estudio de caso con enfoque cualitativo utilizando la técnica de discusión de grupo focal. Los resultados luego revelan que el proceso de adopción tiene pequeñas diferencias con la teoría de Rogers. Las diferencias se encuentran en varios pasos, incluidos los pasos de conocimiento, los pasos del experimento, los pasos de decisión y los pasos de confirmación. Además, esta investigación también descubre nuevos conceptos, a saber, el adoptante pasivo, que se define como el adoptante que prefiere utilizar la innovación como opciones alternativas.Usando a teoria de Rogers (1983), esta pesquisa visa conhecer o processo de adoção da inovação ocorrido nos clientes da Telkomsel em relação ao Line Chatterbot Mobile Messenger. Outro objetivo desta pesquisa é tentar descobrir as diferenças do processo de adoção da geração X, milenar e geração Z, além de descrever cada uma das características da categoria do adotante. O método utilizado é o estudo de caso com abordagem qualitativa, utilizando a técnica de Discussão em Grupo Focal. Os resultados revelam que o processo de adoção tem pequenas diferenças com a teoria de Rogers. As diferenças são encontradas em várias etapas, incluindo etapas de conhecimento, etapas de experimento, etapas de decisão e etapas de confirmação. Além disso, esta pesquisa também encontra novos conceitos, como adotante passivo, que é definido como adotante que prefere usar a inovação como escolhas alternativas.Research, Society and Development2020-01-01info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://rsdjournal.org/index.php/rsd/article/view/158110.33448/rsd-v9i1.1581Research, Society and Development; Vol. 9 No. 1; e92911581Research, Society and Development; Vol. 9 Núm. 1; e92911581Research, Society and Development; v. 9 n. 1; e929115812525-3409reponame:Research, Society and Developmentinstname:Universidade Federal de Itajubá (UNIFEI)instacron:UNIFEIenghttps://rsdjournal.org/index.php/rsd/article/view/1581/1478Copyright (c) 2020 Eva Silvaniinfo:eu-repo/semantics/openAccessSilvani, EvaAmri, GustiHerawati, Dian Laksmi2020-08-19T03:04:08Zoai:ojs.pkp.sfu.ca:article/1581Revistahttps://rsdjournal.org/index.php/rsd/indexPUBhttps://rsdjournal.org/index.php/rsd/oairsd.articles@gmail.com2525-34092525-3409opendoar:2024-01-17T09:26:33.092738Research, Society and Development - Universidade Federal de Itajubá (UNIFEI)false |
dc.title.none.fl_str_mv |
The Process of Adopting Innovation on Line Chatterbot Mobile Messenger as Customer Service Intermediary (Case Study: Chatterbot Telkomsel) El proceso de adopción de la innovación en línea Chatterbot Mobile Messenger como intermediario de servicio al cliente (Estudio de caso: Chatterbot Telkomsel) O processo de adoção de inovação no Messenger móvel Chatterbot como intermediário de atendimento ao cliente (Estudo de caso: Chatterbot Telkomsel) |
title |
The Process of Adopting Innovation on Line Chatterbot Mobile Messenger as Customer Service Intermediary (Case Study: Chatterbot Telkomsel) |
spellingShingle |
The Process of Adopting Innovation on Line Chatterbot Mobile Messenger as Customer Service Intermediary (Case Study: Chatterbot Telkomsel) Silvani, Eva Adopter category Chatterbot Customer services Focus group discussion Telkomsel. Categoría de adoptante Chatterbot Servicios al cliente Discusión de grupo focal Telkomsel. Categoria adotante Chatterbot Atendimento ao cliente Discussão em grupo focal Telkomsel. |
title_short |
The Process of Adopting Innovation on Line Chatterbot Mobile Messenger as Customer Service Intermediary (Case Study: Chatterbot Telkomsel) |
title_full |
The Process of Adopting Innovation on Line Chatterbot Mobile Messenger as Customer Service Intermediary (Case Study: Chatterbot Telkomsel) |
title_fullStr |
The Process of Adopting Innovation on Line Chatterbot Mobile Messenger as Customer Service Intermediary (Case Study: Chatterbot Telkomsel) |
title_full_unstemmed |
The Process of Adopting Innovation on Line Chatterbot Mobile Messenger as Customer Service Intermediary (Case Study: Chatterbot Telkomsel) |
title_sort |
The Process of Adopting Innovation on Line Chatterbot Mobile Messenger as Customer Service Intermediary (Case Study: Chatterbot Telkomsel) |
author |
Silvani, Eva |
author_facet |
Silvani, Eva Amri, Gusti Herawati, Dian Laksmi |
author_role |
author |
author2 |
Amri, Gusti Herawati, Dian Laksmi |
author2_role |
author author |
dc.contributor.author.fl_str_mv |
Silvani, Eva Amri, Gusti Herawati, Dian Laksmi |
dc.subject.por.fl_str_mv |
Adopter category Chatterbot Customer services Focus group discussion Telkomsel. Categoría de adoptante Chatterbot Servicios al cliente Discusión de grupo focal Telkomsel. Categoria adotante Chatterbot Atendimento ao cliente Discussão em grupo focal Telkomsel. |
topic |
Adopter category Chatterbot Customer services Focus group discussion Telkomsel. Categoría de adoptante Chatterbot Servicios al cliente Discusión de grupo focal Telkomsel. Categoria adotante Chatterbot Atendimento ao cliente Discussão em grupo focal Telkomsel. |
description |
By using Rogers’s theory (1983), this research aims to know the process of adopting innovation occurred in the Telkomsel customers toward Line Chatterbot Mobile Messenger. Another purpose of this research is tried to find out the differences of adoption process from generation X, millennial, and generation Z as well as describe each of the adopter category characteristics. The method used is case study with qualitative approach using Focus Group Discussion technique. The results then reveal that the adoption process has little bit differences with Rogers’s theory. The differences are found in several steps including knowledge steps, experiment steps, decision steps, and confirmation steps. Furthermore, this research is also found out new concepts namely passive adopter which is defined as adopter that prefers using innovation as alternative choices. |
publishDate |
2020 |
dc.date.none.fl_str_mv |
2020-01-01 |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
https://rsdjournal.org/index.php/rsd/article/view/1581 10.33448/rsd-v9i1.1581 |
url |
https://rsdjournal.org/index.php/rsd/article/view/1581 |
identifier_str_mv |
10.33448/rsd-v9i1.1581 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
https://rsdjournal.org/index.php/rsd/article/view/1581/1478 |
dc.rights.driver.fl_str_mv |
Copyright (c) 2020 Eva Silvani info:eu-repo/semantics/openAccess |
rights_invalid_str_mv |
Copyright (c) 2020 Eva Silvani |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
Research, Society and Development |
publisher.none.fl_str_mv |
Research, Society and Development |
dc.source.none.fl_str_mv |
Research, Society and Development; Vol. 9 No. 1; e92911581 Research, Society and Development; Vol. 9 Núm. 1; e92911581 Research, Society and Development; v. 9 n. 1; e92911581 2525-3409 reponame:Research, Society and Development instname:Universidade Federal de Itajubá (UNIFEI) instacron:UNIFEI |
instname_str |
Universidade Federal de Itajubá (UNIFEI) |
instacron_str |
UNIFEI |
institution |
UNIFEI |
reponame_str |
Research, Society and Development |
collection |
Research, Society and Development |
repository.name.fl_str_mv |
Research, Society and Development - Universidade Federal de Itajubá (UNIFEI) |
repository.mail.fl_str_mv |
rsd.articles@gmail.com |
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1797052801853947904 |