Satisfaction Rewired: How AI And E-Commerce Are Reshaping Business-Customer Relationships

Abstract

Artificial Intelligence (AI) is developing the e-commerce industry at very fast pace, delivering customer experience through intelligent personalization, real-time suggestions, and automation. This study tends to be limited in terms of integrating a holistic analysis connecting AI-based attributes with various behavior outcomes including satisfaction, trust, loyalty, and buying behavior. To overcome this limitation, the present study observes the impact of AI capabilities on e-commerce websites on these four key variables. A formal survey was held with 200 respondents, and the data were analyzed through SPSS using “ANOVA” and “Chi-Square”tests to assess statistical significance. Findings indicated that AI is highly influential in customer loyalty (F = 3.811, p = 0.005) and trust (χ² = 45.149, p = 0.008), whereas influence on satisfaction and purchasing decisions was limited. The suggested model focuses on AI-facilitated personalization and trust-promotion processes, executed adaptive recommendation engines and live chatbot interfaces. This model, upon testing, recorded a 12–15% improvement in customer satisfaction accuracy compared to conventional systems. SPSS continues with  AMOS tool is the fundamental quantitative validating the enhancements. This AI-hybrid model combines statistical knowledge with forecast AI capabilities to develop an expandable, trust-based e-commerce platform. The study indicates that intelligent use of AI not only increases customer interaction but also has quantifiable effects on loyalty and trust. This suggested methodology can potentially become the new standard for AI-based customer experience management, leading to additional study and business application in digital retail platforms.