INFLUENCE OF AI-POWERED CUSTOMER SUPPORT ON CONSUMER SATISFACTION AND LOYALTY TOWARDS E-COMMERCE SITES
DOI: 
SHARE THIS ARTICLE
DOWNLOAD ARTICLE
REVIEW REPORT
CITE THIS ARTICLE
The e-commerce industry’s customer support has changed a lot because many companies are now using intelligence or AI. Chatbots, assistants and automated helpdesks are examples of AI-powered customer support systems. These systems help customers get quicker, personalized and 24/7 assistance. This study looks at how AI-powered customer service affects customer satisfaction and loyalty on e-commerce sites like Flipkart and Amazon. The main goals are to understand how customers feel about AI-based support how well it solves their problems and how it affects their satisfaction and loyalty. To gather data the study uses both primary sources. Secondary data comes from journals, industry reports and corporate publications. Primary data comes from a questionnaire, for people who use AI customer support services. The study expects to find that good, responsive and easy-to-use AI support makes the overall service experience better. This in turn makes customers more satisfied and loyal. The study aims to provide e-commerce companies with insights to improve their AI-driven customer support strategies and build long-lasting customer relationships.
Keywords
Article Information
Article Metrics
HOW TO CITE
Copy
VIVEK, M. (2026). Influence of AI-Powered Customer Support on Consumer Satisfaction and Loyalty Towards E-Commerce Sites. International Journal of Science, Strategic Management and Technology, 02(04). https://doi.org/10.55041/ijsmt.v2i4.350
VIVEK, MACHINENI. "Influence of AI-Powered Customer Support on Consumer Satisfaction and Loyalty Towards E-Commerce Sites." International Journal of Science, Strategic Management and Technology, vol. 02, no. 04, 2026, pp. . doi:https://doi.org/10.55041/ijsmt.v2i4.350.
VIVEK, MACHINENI. "Influence of AI-Powered Customer Support on Consumer Satisfaction and Loyalty Towards E-Commerce Sites." International Journal of Science, Strategic Management and Technology 02, no. 04 (2026). https://doi.org/https://doi.org/10.55041/ijsmt.v2i4.350.
References
2.Beyari, H. (2025). Artificial intelligence’s effect on customer loyalty in the context of electronic commerce. Journal of Umm Al-Qura Univ. for Engineering & Architecture, 16, 617–626. https://doi.org/10.1007/s43995-025-00142-z
3.Chau, H. K. L., Ngo, T. T. A., Bui, C. T., & Tran, N. P. N. (2025). Human-AI interaction in e-commerce: The impact of AI-powered customer service on user experience and decision-making. Computers in Human Behaviour Reports, 19, 100725. https://doi.org/10.1016/j.chbr.2025.100725
4.Chen, J.-S., Le, T.-T. Y., & Florence, D. (2021). Usability and responsiveness of artificial intelligence chatbot on online customer experience in e-retailing. International Journal of Retail & Distribution Management, 49(11), 1512–1531. https://doi.org/10.1108/IJRDM-08-2020-0312
5.Cheng, X., Bao, Y., Zarifis, A., Gao, W., Qi, A., & Bao, W. (2022). Exploring consumers’ response to text-based chatbots in e-commerce: The moderating role of task complexity and chatbot disclosure. Internet Research, 32(2), 496–517. https://doi.org/10.1108/INTR-08-2020-0460
6.Hsu, C.-L., & Lin, J. C.-C. (2023). Understanding the user satisfaction and loyalty of customer service chatbots. Journal of Retailing and Consumer Services, 71, 103211. https://doi.org/10.1016/j.jretconser.2022.103211
7.Huang, D., Markovitch, D. G., & Stough, R. A. (2024). Can chatbot customer service match human service agents on customer satisfaction? An investigation in the role of trust. Journal of Retailing and Consumer Services, 76, 103600. https://doi.org/10.1016/j.jretconser.2023.103600
8.Lopes, J. M., Silva, L. F., & Massano-Cardoso, I. (2024). AI meets the shopper: Psychosocial factors in ease of use and their effect on e-commerce purchase intention. Behavioral Sciences, 14(7), 616. https://doi.org/10.3390/bs14070616
9.Shahzad, M. F., Xu, S., An, X., & Javed, I. (2024). Assessing the impact of AI-chatbot service quality on user e-brand loyalty through chatbot user trust, experience and electronic word of mouth. Journal of Retailing and Consumer Services, 79, 103867. https://doi.org/10.1016/j.jretconser.2024.103867
10.Yun, J., & Park, J. (2022). The effects of chatbot service recovery with emotion words on customer satisfaction, repurchase intention, and positive word-of-mouth. Frontiers in Psychology, 13. https://doi.org/10.3389/fpsyg.2022.922503
Ethics and Compliance
Indexed In
Similar Articles
Previous Article
