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All Journal Proceeding Seminar Nasional Riset Terapan Administrasi Bisnis dan Mice (SNRT)
Luthfiah Khairunisa
Politeknik Negeri Jakarta

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Peran Artificial Intelligence dalam Meningkatkan Kepuasan Pengguna E-Commerce: Pengaruh Pengalaman Penggunaan, Kemampuan Pemecahan Masalah, dan Ekspektasi Pengguna Imas Chandra Pratiwi; Arizal Putra Pratama; Luthfiah Khairunisa
Seminar Nasional Riset Terapan Vol. 15 No. 01 (2026): SNRT XV TAHUN 2026
Publisher : Administrasi Niaga Politeknik Negeri Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32722/snrtbisnis.v15i01.7689

Abstract

The rapid adoption of Artificial Intelligence (AI) in e-commerce platforms has transformed user interactions through features such as chatbots, AI-powered product recommendations, and virtual search systems. This study aims to examine the effects of AI feature usage experience and AI problem-solving capability on e-commerce user satisfaction, with consumer expectations toward AI features serving as a mediating variable. A quantitative research approach was employed using a survey of e-commerce users who had experience using AI-powered features. The 143 data were collected analyzed using Partial Least Squares–Structural Equation Modeling (PLS-SEM). The findings reveal that AI feature usage experience has a positive and significant effect on user satisfaction, whereas AI problem-solving capability does not directly influence user satisfaction. However, consumer expectations toward AI features significantly mediate the relationships between both AI feature usage experience and AI problem-solving capability with user satisfaction. Furthermore, the proposed model demonstrates strong predictive power, with an R² value of 0.826. These findings indicate that user satisfaction is influenced not only by the technical capability of AI features but also by positive user experiences and consumer expectations regarding AI performance. This study provides practical implications for e-commerce providers in designing AI features that enhance user experience while effectively managing consumer expectations.
Co-Authors Arizal Putra Pratama Imas Chandra Pratiwi