Innovation Of The Use Of Live Chat Agent Services For Shopeefood Drivers In Responding To Reports
Inovasi Penggunaan Layanan Agen Live Chat Pada Driver Shopeefood Dalam Menanggapi Laporan
DOI:
https://doi.org/10.21070/ups.5978Keywords:
Agen live chat, Diffusion Innovation, driver, ShopeeFoodAbstract
Shopee Company opens OFD service called Shopeefood. This service involves someone called a driver partner to deliver food to consumers. Drivers are often faced with various situations that hinder productivity. Therefore, the company provides a live chat agent assistance service as a medium to report when they encounter problems. The purpose of the study was to determine the acceptance of innovation in utilizing live chat agent services. Using qualitative methods with interview, observation and documentation media. The theory of innovation diffusion is considered capable of describing factors to determine behavioral and communication patterns. The results of the study with the theory of innovation diffusion explain that drivers are still relatively slow, because several factors of technological understanding, generation, education level, communication channels affect the acceptance of innovation. The lack of maximum education by the company and the dissemination of information at the regional level make acceptance still minimal.Downloads
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