The Impact of AI-Enabled Service Quality and Perceived Convenience on AI-Enabled Customer Experience: A Quantitative Study in E-Marketing

نوع المستند : المقالة الأصلية

المؤلفون

1 Assistant Lecturer Faculty of Commerce – Suez Canal University

2 Professor of Marketing and Director of Advanced Marketing Research Centre (AMRC) The British University in Egypt

3 Assistant Professor of Business Administration Faculty of Commerce - Suez Canal University

المستخلص

      This study examines the influence of AI-enabled service quality and perceived convenience on AI-enabled customer experience in the online shopping sector. Using structural equation modeling (SEM), data was collected from 302 users of AI-based virtual beauty applications. The results indicate that perceived convenience significantly enhances customer experience through improved trust and interaction efficiency. However, AI-enabled service quality shows no statistically significant impact on customer experience. The findings contribute to the understanding of which technological factors directly shape user satisfaction and engagement

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