Digital Revolution: How Chatbots Increase Revenue for MSMEs in Banten Province

Abstract

Utilizing information technology is crucial for enhancing the competitiveness of MSMEs. An emerging innovation is the utilization of chatbots, which facilitate automated communication between businesses and customers. The objective of this study is to assess the impact of ease perceptions, usefulness perceptions, information quality, and chatbot implementation on the revenue growth of MSMEs) in Banten Province. The objective of this study is to provide empirical evidence demonstrating the positive impact of chatbots on customer service, operational efficiency, and ultimately the income of MSMEs. The study’s sample consisted of 230 participants from eight cities within the Banten Province region. The data collection method involved sending G Forms to MSME business actors who utilize chatbots, using nonprobability sampling techniques. Based on the gathered MSMEs that used chatbots experienced a 24% increase in their revenue within one month. The findings indicate that perceived ease, perceived usefulness, and information quality significantly influence the adoption of chatbots, leading to a subsequent increase in income for MSMEs. This study is expected to enhance the growth of MSMEs in Banten Province, particularly in the utilization of AI chatbot digital technology.