The engagement between customers and brands is being transformed by artificial intelligence (AI). However, there has been little study into AI-powered customer experiences; hence, this research aims to examine how the incorporation of AI in purchasing might result in a better AI-powered customer experience. This research will develop a conceptual model based on the service quality model and trust-commitment theory. Further to this, an online questionnaire was distributed to individuals who had utilised an AI-powered service provided by a particular brand, and consequently, a total of 354 responses were analysed using Structural Equation Modelling (SEM). The results that were deduced from the responses demonstrated that relationship commitment has begun to substantially impact AI-powered customer experiences. In addition to this, the results also revealed that perceived sacrifice and trust both play an important role in mediating the impacts of perceived convenience, personalisation, and AI-powered service quality. This finding contributes to the previous literature by highlighting the mediating impacts of perceived sacrifice and trust, as well as the significant influence of relationship commitment on AI-powered customer experience. Furthermore, the research poses significant implications for merchants who use AI in services provided to their customers.

The study aimed at developing a new model that integrates mobile banking service quality in its three dimensions: information quality, system quality, and interface design quality, with customers’ satisfaction. The study used a survey method for collecting data and a sample of (439) customers downloading mobile banking applications and practicing banking transactions was selected randomly. The study model was validated using the validity and reliability measures in the SPSS statistical program, and Partial Least Square technique was used for testing the model hypotheses. As a result, it was found that information quality, system quality, and interface design quality significantly affected customer’s satisfaction to use mobile banking service whilst system quality was found the most predictive one for the customer’s satisfaction.

This study aims to analyze the improvement of the operational performance of Indonesia’s Soekarno-Hatta Airport train through service quality which is mediated by train passenger loyalty and passenger satisfaction. The main problems in this study are the use of the same railway for long-distance train, airport train, and commuter Line train, the limited use of airport railway with four schedules, the headway which becomes 30 minutes since the number of travels becomes 82 trips, and the tariff being applied now is considered as burdening the passengers. The research method uses a quantitative analysis approach with the technique of Structural Equation Modeling-Lisrel. Data collection is done through observation and questionnaire distribution. The respondents are 306 passengers of trains heading for Soekarno-Hatta Airport. The benefit of this study for the domestic railway company is that by improving service quality, passenger loyalty and satisfaction, it will improve the operational performance of airport trains. The result of this research indicates the significant influence of service quality variable on passenger loyalty through passenger satisfaction, the significant influence of service quality variable on operational performance through passenger satisfaction and passenger loyalty as well as the significant influence of passenger satisfaction variable on operational performance through passenger loyalty.

This study aims to investigate the factors that influence consumer satisfaction with e-grocery shopping. Moreover, it also delves into factors that motivate shoppers to buy groceries from online retailers rather than conventional stores. A primary survey was administered to collect data. Initially, 500 questionnaires were circulated to respondents. People who have ordered groceries from online sites were the expected respondents. In this study, convenience sampling was used, and data were analyzed using structural equation modeling (SEM). The findings affirmed the relationship between consumer satisfaction and perceived convenience, risk factors, perceived product quality, and time value. However, perceived value and value for the time have a little significant effect on consumer satisfaction. There have been relatively few academic studies that look at the variables that influence customer satisfaction when shopping for groceries online. Most of the studies look at the variables that influence consumer satisfaction in the life insurance and financial services industries. By analyzing the data from Delhi and the Nation Capital Region (NCR) of Delhi, this research aims to bridge this gap available in the literature.

Health services, especially hospitals, are facing significant changes in the industrial era 4.0. Hospital digitization is responsible for building green hospitals and improving service quality in the era of modern technology. Green Human Resources Management (GHRM) is becoming known as the HRM concept that encourages employee commitment and environmental aspects. GHRM is an HR management system suitable for organizations, including hospitals that have a significant environmental impact. Hospitals are very dependent on the quality of service provided to their customers. GHRM as a management model in hospitals is very important to encourage hospital digitization and service quality. This research was conducted to answer the gap in hospital research in seeing the effect of GHRM on service quality in digitizing hospitals in the industrial era 4.0. GHRM and Service Quality is used in the healthcare industry to test its application in hospitals in Indonesia. They are using the SEM PLS method, a variant-based structural equation analysis that focuses on predictive models, to look for predictive linear relationships between variables to process data for 1004 respondents from 19 State-Owned Enterprises' hospitals throughout Indonesia. This research can an-swer research gaps related to the effect of GHRM on Service Quality and Hospital Digitalization in Indonesia. Based on Hospital Digitalization, GHRM affects Service Quality, which is closely related to environmental problems.

This paper presents an empirical investigation to study the effects of service quality on post-purchase intention. The study is applied among some small and medium enterprises (SMEs) in city of Kerman, Iran. There were approximately 300 people working for these units and the study chose 168 people as a sample study. The study used a standard questionnaire consists of 20 questions in Likert scale and distributed it among the sample size. Using structural equation modeling the study has determined that service quality as well as perceived quality influenced positively on customer satisfaction and post-purchase intention.

Quality has always been one of the most important topics in the competitiveness of organizations’ service activities and it influences on brands, significantly. This paper presents an empirical investigation to study the effects of service quality on brand personality in hotel industry. The study uses two questionnaires, one for measuring brand personality by using Aaker’s questionnaire (Aaker, 1997) [Aaker, J. L. (1997). Dimensions of brand personality. Journal of Marketing Research, 34(3), 347-356.] and the other one for measuring service quality. The study chooses a hotel chain in city of Mashad, Iran named Sadr Hotel and examines the effects of five-brand personality on service quality by choosing a sample of 384 customers. Using structural equation modeling, the study has determined that all five factors could influence on service quality of the case study, positively.

This study perused the impact of E-banking services on customer satisfaction of selected bank customers in bank branches located in Challenge, Dugbe, Agbeni, Gbagi, Ojoo, and Secretariat districts in Ibadan metropolis. The study employed a cross-sectional survey design and convenience sampling technique. One hundred (100) bank customers were surveyed through a self-report questionnaire. Four research questions and two hypotheses were tested using Pearson correlation analysis and, t-test for independence at p≤ 0.05. The results revealed high utilization of electronic banking products (ATM (98%), internet banking (85%), electronic transfer (97%). Constraints experienced include internet network failure, bank fraud and business loss due to failed e-transactions. Customers were satisfied with e-banking due to its cashless nature, cash accessibility, saves time from bank visitation and seamless transactions. The study exhibited that customers used and were glad with e-banking products. Customers’ segmentation and more investment in e-banking infrastructure were advised for promoting electronic banking services.

This study focuses on investigating the relationship between tourist quality service, satisfaction and loyalty among international visitors who came to Vietnam. Specifically, this research also aims to discover the mediating effects of tourist satisfaction on the relationship between tourist quality service and loyalty (revisit and recommend to others). By using the data collected from 516 international visitors who travelled in Vietnam, authors use a meta-analytic path analysis to show that only two factors of tourist quality service had significant effects on tourist satisfaction and loyalty, including tangibles and responsiveness. Moreover, tangibles and responsiveness not only had direct effects, but they also they had some indirect impacts on tourist loyalty throughout tourist satisfaction. Interestingly, the relationship between tourist satisfaction and their loyalty was strongest.

Service quality is basically a comparison between expectations and the perceptions of the customer. The interrelationship between various aspects of information technology (IT) adoption and other basic characteristics of service quality is complex and dependent on the expected service composition. Reliability, conformance, durability and serviceability are taken as functions of service quality; whereas Tenure, utility and vendor are taken as functions of Information Technology. Substantial literature has examined the concept of service quality, its dimensions, and measurement methods. Statistical analysis of quality parameters has been performed and validation is done with different Artificial Neural Network (ANNs) architecture with different hidden layers. The model proposed in this study is designed to evaluate and improve service quality within a comprehensive framework.