Adoption of Ai Chatbots in Supermarkets: Analyzing Customer Satisfaction in Coimbatore District

Abstract

The rapid advancement of artificial intelligence (AI) has transformed customer service across industries, with chatbots emerging as a key innovation for enhancing customer engagement. This study investigates the role of AI-powered chatbots in improving customer service quality, satisfaction, and loyalty in supermarkets within Coimbatore District. A structured questionnaire was administered to 367 respondents, and the data were analyzed using descriptive statistics, correlation, regression, t-tests, and ANOVA. The findings reveal that customers perceive chatbots positively in terms of responsiveness, convenience, and efficiency, with 24/7 availability emerging as a significant strength. However, personalization and cost-effectiveness were rated relatively lower, suggesting areas for further improvement. Correlation and regression analyses confirmed that chatbot service quality has a strong positive impact on customer satisfaction, which in turn influences loyalty. Additionally, perceptions of cost-effectiveness were found to vary significantly across income groups. The study concludes that chatbots are effective in enhancing operational efficiency and satisfaction in supermarkets but require better personalization and customer-centric strategies to maximize loyalty outcomes. These insights provide valuable implications for retail managers and pave the way for future research in AI adoption within emerging markets.