Pengaruh Artificial Intelligence Kualitas Pelayanan Kepercayaan Terhadap Loyalitas Konsumen E-Commerce Melalui Kepuasan Konsumen

Tessa Adrian (Universitas PGRI Semarang)
Sutrisno (Universitas PGRI Semarang)
Henry Casandra Gultom (Universitas PGRI Semarang)

Jurnal Ilmiah Manajemen, Bisnis dan Kewirausahaan
Vol. 6 No. 2 (2026): Juni, Jurnal Ilmiah Manajemen, Bisnis dan Kewirausahaan

This study aims to analyze the influence of Artificial Intelligence(AI) usage, service quality, and trust on e-commerce customer loyalty, with customer satisfaction serving as an intervening variable. A quantitative approach was employed, with data collected via a questionnaire distributed to active e-commerce users in the city of Semarang. The sample size for this study consisted of 96 respondents. The results of the study indicate that, overall, loyalty is influenced by Artificial Intelligence(AI), service quality, and consumer satisfaction. Additionally, consumer satisfaction plays a significant role as a mediator linking the influence of Artificial Intelligence(AI) usage and trust on consumer loyalty. However, consumer satisfaction does not mediate the role of service quality on consumer loyalty. The trust variable in this study showed that it had no effect on consumer loyalty, and service quality had no effect on consumer satisfaction.