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Artificial Intelligence and E-Service Quality Enhance E-Commerce Customer Satisfaction Among Gen Z
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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.
Siti Maemunah - Personal Name
Yuliantini - Personal Name
Cut Diva Permatasari Marzuk - Personal Name
Dimas Prayoga - Personal Name
Yuliantini - Personal Name
Cut Diva Permatasari Marzuk - Personal Name
Dimas Prayoga - Personal Name
2313-74
NONE
electronic file
2025
Asian Journal of Social Science and Management Technology
ISSN: 2313-74
Volume 7, Issue 1, January-February, 2025
Available at www.ajssmt.com
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