The Role of Artificial Intelligence on Enhancing Customer Experience

Mohannad A.M. Abu Daqar and Ahmad K. A. Smoudy
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Mohannad A.M. Abu Daqar: Department of Management and Business Administration, Doctoral School of Management and Business Administration, Szent István University, Hungary, 2100, Pater Karoly Utca 1, Gödöllo, Hungary
Ahmad K. A. Smoudy: Department of Business Administration, Palestine.

International Review of Management and Marketing, 2019, vol. 9, issue 4, 22-31

Abstract: The main aim of the study is to examine the role of Artificial Intelligence (AI) on Enhancing Customer Experience in Palestine through different industries, such as banks and telecommunication companies. Interviews and a structured questionnaire were the primary data of this study. The results of the study revealed that there is a positive significant relationship between Artificial Intelligence and Customer Experience. Artificial Intelligence explained 26.4% of the variance of the Customer Experience (R²= 0.264, F (1,89) =28.634, P

Keywords: Customer Experience; Artificial Intelligence; Personalized Customer Service. (search for similar items in EconPapers)
JEL-codes: M10 M30 M31 (search for similar items in EconPapers)
Date: 2019
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