Survey dataset on Generative AI chatbot service quality, customer satisfaction, and customer loyalty in Indonesia
Description
This dataset contains cross-sectional survey data from 300 respondents in Java, Indonesia, who had previous experience interacting with Generative AI chatbot-based customer service. Respondents were recruited through the Populix online research panel using criterion-based purposive sampling. The dataset includes demographic information and 15 five-point Likert-scale indicators representing Ease of Use, Reliability, Customer Satisfaction, and Customer Loyalty. The repository includes anonymized respondent-level data, an analysis-ready dataset, questionnaire materials, a variable codebook, and processed PLS-SEM outputs. The data can support measurement validation, structural and mediation analysis, subgroup analysis, replication studies, and comparative research on consumer responses to AI-enabled customer service.