Bayu Kelana, Rofii Asy Syaani, Febri Kristanto, Pandu Ady Winata
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引用次数: 0
摘要
由于 COVID-19 在印度尼西亚的流行,Z 世代是经历了最多心理健康相关问题的年龄组。心理健康信息系统服务越来越受欢迎,因此患者服务不堪重负。聊天机器人已成为解决这一问题的方案之一。然而,随着聊天机器人的使用日益广泛,与聊天机器人的对话也引发了一些社会问题。本研究旨在确定影响印度尼西亚心理健康应用中 Z 世代对患者服务聊天机器人信任度的因素。本研究采用解释性现象学分析方法,分析了对五名本科生的观察和访谈所获得的定性数据。根据分析结果,本研究确定了影响 Z 世代对心理健康应用中聊天机器人客户服务信任度的七个因素,其中三个是新发现。
Generation Z’s Trust in The Chatbot of Mental Health Service
Generation Z is the age group that has experienced the most mental health-related issues due to the COVID-19 pandemic in Indonesia. Mental health information system services have become increasingly popular, so patient services are overwhelmed. Chatbot has emerged as one of the solutions to address this problem. However, conversations with them have led to social issues alongside the growing use of chatbots. This study aims to identify the factors influencing Generation Z's trust in patient service chatbots within mental health applications in Indonesia. Using the Interpretative Phenomenological Analysis method, this research analyses qualitative data from observations and interviews with five undergraduate students. Based on the analysis, the study identified seven factors that influence Generation Z's trust in chatbot customer service within mental health applications, with three being novel findings.