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ABSTRACT Information services on campus are often delayed due to reliance on staff, resulting in long queues and inefficient waiting times. This study aims to design and develop a robotic interaction system based on speech recognition and Natural Language Processing (NLP), equipped with a virtual button as an alternative activation method. The system allows users to interact with the robot using voice, while the virtual button provides an additional option for users who are more comfortable with touch-based interaction. The research method employed is prototype development, which includes the design, implementation, and evaluation of the system. Testing was conducted to assess the effectiveness of the system in delivering information services quickly and accurately. The results show that the developed system can enhance service efficiency, reduce dependence on staff, and facilitate faster and more practical interactions between users and the robot. This study is expected to contribute to the development of technology-based public service systems, especially in the campus environment. Keywords: robotic interaction, speech recognition, NLP, virtual button, public service

This paper presents n conceptual model of Internet-based business-consumer relationship marketing with a focus on the context, content, and the process of relationship development from the consumer's perspective. The model con be divided into two broad groups. The first group is a set of contextual factors (environment, parties to the relationship, consumption task) that influence relationship development. The second group is the content and process of relationship development that can be viewed via three interrelated conceptual phases: consumer motives to seek interaction, exploration and interaction, and relationship bonding. With the rapid growth of E-commerce and on-line consumer shopping trends, the importance of building and maintaining customer loyalty in electronic marketplaces has come into sharper focus in marketing theory and practice. This paper also to present a conceptual framework of "e-loyalty" and its underlying drives.