Impact of AI on E-Commerce Service Quality and Consumer Satisfaction

Abstract

Artificial intelligence (AI) plays a critical role in today's technological world. It consistently provides personalized services to customers while reducing the burden of human presence. E-commerce platforms have also adopted artificial intelligence to improve their quality. This study examined the impact of AI on E-commerce service quality. It also assessed the impact of AI inclusion on customer satisfaction based on their experience, as they are ultimately the kings of the market. This study also addressed the challenges that customers may face as a result of AI in e-commerce. The study's sample size of 70 people was determined using a convenient sampling method. The research concluded that AI improves e-commerce service quality while also saving time when compared to customer service representatives. Customers also supported some of the challenges they face as a result of artificial intelligence in e-commerce. It suggested that if e-commerce service providers can address such issues, AI has the potential to propel the industry forward.