The Impact of AI-Enabled Service Quality and Perceived Convenience on AI-Enabled Customer Experience: A Quantitative Study in E-Marketing | ||
| المجلة العلمية للدراسات التجارية والبيئية | ||
| Volume 16, Issue 2, April 2025, Pages 3053-3077 PDF (689.67 K) | ||
| Document Type: المقالة الأصلية | ||
| DOI: 10.21608/jces.2025.437842 | ||
| Authors | ||
| Toka Farouk Mohamed Ahmed Moussa* 1; . Wael Abd El-Razk Kortam* 2; . Reem Refai Ahmed Mahmoud* 3 | ||
| 1Assistant Lecturer Faculty of Commerce – Suez Canal University | ||
| 2Professor of Marketing and Director of Advanced Marketing Research Centre (AMRC) The British University in Egypt | ||
| 3Assistant Professor of Business Administration Faculty of Commerce - Suez Canal University | ||
| Abstract | ||
| 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 | ||
| Keywords | ||
| AI-enabled service quality; perceived convenience; customer experience; online shopping; structural equation modeling | ||
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