Analisis Service Dominant Logic Komunikasi Manusia vs Chatbot di Angkasa Pura Bandara Adi Soemarmo

Penulis

  • Gladys Berlian Sulistya Sekolah Tinggi Teknologi Kedirgantaraan Yogyakarta
  • Yune Andryani Pinem Sekolah Tinggi Teknologi Kedirgantaraan Yogyakarta

DOI:

https://doi.org/10.54914/jit.v11i1.1713

Kata Kunci:

Chatbot, Manusia, Pelayanan, Service Dominant Logic, Teknologi

Abstrak

Penelitian ini bertujuan untuk menganalisis Service Dominant Logic (SDL) dalam konteks pelayanan di Angkasa Pura Bandara Adi Soemarmo, dengan fokus pada perbandingan antara komunikasi manusia dan Chatbot. Urgensi penelitian ini berangkat dari meningkatnya pemanfaatan teknologi digital seperti Chatbot dalam layanan informasi yang berpotensi mengubah pola interaksi dan memengaruhi kualitas pengalaman penumpang. Ketidakseimbangan antara ekspektasi dan pengalaman layanan informasi yang diberikan oleh manusia maupun Chatbot dapat berdampak langsung terhadap kepuasan pelanggan dan efektivitas proses bisnis di bandara, seperti manajemen waktu, efisiensi operasional, serta loyalitas penumpang. Penelitian ini menggunakan pendekatan kuantitatif dengan populasi penumpang bandara tahun 2016–2023, dan sampel sebanyak 100 responden yang diambil menggunakan teknik purposive sampling. Data dikumpulkan melalui kuesioner dan dianalisis secara deskriptif serta uji Chi-square menggunakan SPSS. Hasil penelitian menunjukkan bahwa pelayanan komunikasi manusia unggul pada dimensi value co-creation dengan skor tertinggi 1754, sedangkan Chatbot unggul pada dimensi service exchange dengan skor 865. Uji Chi-square menunjukkan hubungan signifikan antara kedua jenis komunikasi (p < 0,05). Temuan ini merekomendasikan integrasi strategis antara komunikasi manusia dan Chatbot untuk meningkatkan kepuasan dan efisiensi layanan di sektor transportasi udara.

Unduhan

Data unduhan belum tersedia.

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Diterbitkan

21-04-2025

Cara Mengutip

Sulistya, G. B., & Pinem, Y. A. (2025). Analisis Service Dominant Logic Komunikasi Manusia vs Chatbot di Angkasa Pura Bandara Adi Soemarmo. Jurnal Informatika Terpadu, 11(1), 44–54. https://doi.org/10.54914/jit.v11i1.1713

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