THE IMPACT OF THE Syva CHATBOT ON CUSTOMER SATISFACTION AND SHARIA COMPLIANCE IN KB BANK SYARIAH DIGITAL SERVICES

Abstract

This study aims to analyze the impact of implementing the Syva chatbot on customer satisfaction and sharia compliance in digital services at KB Bank Syariah. Using a descriptive quantitative approach, data were collected through questionnaires and interviews with customers and customer service staff. The results show that chatbot features (AI capability, NLP, and responsiveness) have a significant effect on service quality, including reliability, ease of use, and sharia compliance. High service quality subsequently increases customer satisfaction. This study also identifies a literature gap by integrating User Experience (UX) and sharia compliance aspects in the context of digital Islamic banking and provides recommendations for KB Bank Syariah to optimize the Syva chatbot service.

Keywords: Chatbot, Customer Satisfaction, Sharia Compliance, Digital Services, KB Bank Syariah, User Experience (UX)