Role of AI in Enhancing Customer Experience in Online Shopping

Title

Role of AI in Enhancing Customer Experience in Online Shopping

Creator

Sinha S.; Sinha D.; Dalmia T.

Description

AI-powered tools and applications may provide customers with a positive, effective, and customized purchasing experience. By studying client preferences and behaviours, AI systems can anticipate future customer needs, improving and personalizing the shopping experience. The main aim of this study is to examine the role of artificial intelligence (AI) on enhancing customer experience. The results of this study revealed that there is a positive significant relationship between AI features like perceived convenience, personalization and AI-enabled service quality and Customer experience. A total of 416 responses were analysed using a structured questionnaire. The findings indicate significant role of trust as factor, mediating the effects of independent variables on customer experience. Data was analysed using T-test, ANOVA and regression. 2024 IEEE.

Source

2024 11th International Conference on Reliability, Infocom Technologies and Optimization (Trends and Future Directions), ICRITO 2024

Date

2024-01-01

Publisher

Institute of Electrical and Electronics Engineers Inc.

Subject

AI enabled tools; Artificial intelligence; Customer experience; Perceived convenience; Personalisation; Trust

Coverage

Sinha S., School of Business and Management, Christ (Deemed to Be University), India; Sinha D., School of Business and Management, Christ (Deemed to Be University), India; Dalmia T., School of Business and Management, Christ (Deemed to Be University), India

Rights

Restricted Access

Relation

ISBN: 979-835035035-7

Format

Online

Language

English

Type

Conference paper

Identifier

https://doi.org/10.1109/ICRITO61523.2024.10522285

https://www.scopus.com/inward/record.uri?eid=2-s2.0-85193786401&doi=10.1109%2fICRITO61523.2024.10522285&partnerID=40&md5=2fc876523aa74c07ce4bc576aab7eedb