A STUDY ON CUSTOMER OPINION AND PERCEPTION OF AI - ENABLED E-SHOPPING

Abstract

E-shopping has become an important part of modern retailing because of the rapid growth of the internet, smartphones, digital payments, online shopping platforms, and artificial intelligence (AI). Customers can purchase products from anywhere and at any time without visiting a physical store. This study focuses on understanding customers’ opinions and perceptions towards AI-enabled e-shopping, including intelligent recommendations, personalised search, chatbots, fraud detection, and automated customer support. It examines major factors such as convenience, price, product variety, discounts, payment options, delivery services, website experience, AI-based recommendations, personalisation, security, return policies, and customer service. Primary data were collected from 100 respondents through a structured questionnaire using convenience sampling. Percentage analysis, frequency distribution, mean score, ranking method, tables, and charts were used to analyse the collected data.