Siti Maemunah Primary Author Yuliantini Additional Author Cut Diva Permatasari Marzuk Additional Author Dimas Prayoga Additional Author

Research on the quality of e-commerce services and artificial intelligence (AI) on Gen Z customer satisfaction. The research involved 150 Generation Z respondents living in Indonesia who used Shopee ecommerce services. Data was collected through an online questionnaire using Google Form and analyzed using quantitative descriptive, correlational and multiple regression methods using SPSS. The results show that the use of AI increases Gen Z customer satisfaction, especially regarding advertising posting schedules that can be interacted with and communicate easily to meet customer expectations and desires as well as satisfaction. EService Quality plays a role in increasing satisfaction through disseminating clear information, solving problems, protecting data, as well as responding to complaints and product safety. This research contributes to the development of e-commerce service strategies at Shopee. Theoretical contribution by enriching literature related to AI and E-Service Quality on customer satisfaction in e-commerce for Gen-Z. Keywords: artificial intelligence, e-service quality, Gen-Z, shopee, customer satisfaction, e-commerce.