Psychological Dynamics in Human Chatbot Interactions: A Grounded Theory Based Synthesis
Abstract
Penelitian ini bertujuan untuk mereview dan menganalisis perkembangan riset mengenai interaksi manusia-chatbot dalam konteks psikologi sosial menggunakan metode Grounded Theory. Chatbot kini tidak hanya berfungsi sebagai alat layanan pelanggan, tetapi juga berperan dalam mendukung interaksi sosial, ekspresi emosi, dan dinamika perilaku pengguna. Pengguna chatbot yang semakin luas memunculkan pertanyaan mengenai bagaimana manusia merespons, memahami, serta membangun hubungan dengan agen kecerdasan buatan tersebut. Melalui seleksi artikel secara sistematis terhadap 18.464 publikasi awal, diperoleh 124 artikel yang memenuhi kriteria dan dianalisis melalui proses open coding, axial coding, serta selective coding. Hasil analisis menunjukkan bahwa penelitian mengenai chatbot mengalami peningkatan tajam sejak 2021 dan semakin berkembang pada 2024-2025. Temuan utama meliputi dominasi penelitian dalam domain psikologi dan bisnis, kecenderungan penggunaan metode kuantitatif, serta perhatian besar terhadap isu kepercayaan, antropomorfisme, dan pengalaman emosional pengguna. Selain itu, sebagian kecil makalah memiliki pengaruh tinggi berdasarkan jumlah sitasi, menunjukkan adanya publikasi kunci yang membentuk arah penelitian. Penelitian ini memberikan gambaran komprehensif mengenai tren ilmiah, celah penelitian, dan arah pengembangan studi interaksi manusia-chatbot di masa depan.
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