Impact of Artificial Intelligence on Customer Commitment and Satisfaction in Green Product Service Delivery

Abstract

The present study examines the impact of Artificial Intelligence on customer commitment and satisfaction in green product service delivery. Artificial Intelligence has become an important tool for improving customer service through chatbots, automated support, recommendation systems, personalized communication, and data-based decision-making. In the context of green products, AI helps customers receive quick information about product features, environmental benefits, quality, price, availability, and after-sales support. The study focuses on understanding how the usage of AI influences customer commitment and satisfaction with service delivery among customers of green products. The study is based on primary data collected from 140 respondents. Frequency analysis, correlation analysis, and mediation analysis using PROCESS Model 4 were applied to analyze the data. The findings show that usage of AI has a positive and significant relationship with customer commitment, though the relationship is weak. The results also indicate a moderate positive and significant relationship between usage of AI and satisfaction of service delivery. However, the mediation analysis shows that customer commitment does not significantly mediate the relationship between satisfaction of service delivery and usage of AI. Therefore, the study concludes that AI directly contributes to improving service delivery satisfaction among customers of green products, while its influence on customer commitment is positive but limited.