Impact of Recommender Agents used in Online Retail on Customer Satisfaction and Purchase Intention

Bibliographic Details
Main Author: Domingos, Maria Inês Reis Vieira Vilela
Publication Date: 2024
Format: Master thesis
Language: eng
Source: Repositórios Científicos de Acesso Aberto de Portugal (RCAAP)
Download full: http://hdl.handle.net/10362/174747
Summary: Dissertation presented as the partial requirement for obtaining a Master's degree in Data Driven Marketing, specialization in Digital Marketing and Analytics
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network_name_str Repositórios Científicos de Acesso Aberto de Portugal (RCAAP)
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spelling Impact of Recommender Agents used in Online Retail on Customer Satisfaction and Purchase IntentionRecommender AgentsArtificial IntelligenceCustomer SatisfactionPurchase IntentionConsumer Decision-MakingSDG 8 - Decent work and economic growthDomínio/Área Científica::Ciências Naturais::Ciências da Computação e da InformaçãoDissertation presented as the partial requirement for obtaining a Master's degree in Data Driven Marketing, specialization in Digital Marketing and AnalyticsTechnology has changed how consumers live their lives and make purchases, which has forced businesses to adjust to a more competitive market environment. Artificial Intelligence (AI) is one example of a disruptive technology that has revolutionised corporate processes and offered creative ways to improve customer experiences. In contrast to conventional decisionmaking processes, this thesis examines the effects of AI-driven Recommendation Agents (RAs), on online retail, with a special emphasis on customer satisfaction and purchase intention. By evaluating customer data and forecasting their preferences, RAs use AI to customise the online purchasing experience, which enhances decision-making and reduces information overload. There is no empirical study on AI personalisation's substantial impact on customer behaviour, despite the industry's increased investment in this area. To close this gap, this study compares consumer responses when supported in making decisions by RAs vs traditional techniques. The main study topic looks at how customer satisfaction and purchase intention are affected by decision-making supported by RAs. Furthermore, the research explores how factors like algorithm aversion, perceived decision autonomy, and trust affect these results. This study attempts to advance knowledge of AI's revolutionary potential in marketing and its function in promoting improved customer interactions by offering insightful information about the strategic implications of RAs for online businesses. To accomplish the intended objective, quantitative analytic research using an online questionnaire with 150 replies was used to develop this thesis.Rohden, Simoni FernandaRUNDomingos, Maria Inês Reis Vieira Vilela2024-11-07T10:35:58Z2024-10-282024-10-28T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisapplication/pdfhttp://hdl.handle.net/10362/174747TID:203794702enginfo:eu-repo/semantics/openAccessreponame:Repositórios Científicos de Acesso Aberto de Portugal (RCAAP)instname:FCCN, serviços digitais da FCT – Fundação para a Ciência e a Tecnologiainstacron:RCAAP2025-01-13T01:41:43Zoai:run.unl.pt:10362/174747Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireinfo@rcaap.ptopendoar:https://opendoar.ac.uk/repository/71602025-05-28T19:12:58.124670Repositórios Científicos de Acesso Aberto de Portugal (RCAAP) - FCCN, serviços digitais da FCT – Fundação para a Ciência e a Tecnologiafalse
dc.title.none.fl_str_mv Impact of Recommender Agents used in Online Retail on Customer Satisfaction and Purchase Intention
title Impact of Recommender Agents used in Online Retail on Customer Satisfaction and Purchase Intention
spellingShingle Impact of Recommender Agents used in Online Retail on Customer Satisfaction and Purchase Intention
Domingos, Maria Inês Reis Vieira Vilela
Recommender Agents
Artificial Intelligence
Customer Satisfaction
Purchase Intention
Consumer Decision-Making
SDG 8 - Decent work and economic growth
Domínio/Área Científica::Ciências Naturais::Ciências da Computação e da Informação
title_short Impact of Recommender Agents used in Online Retail on Customer Satisfaction and Purchase Intention
title_full Impact of Recommender Agents used in Online Retail on Customer Satisfaction and Purchase Intention
title_fullStr Impact of Recommender Agents used in Online Retail on Customer Satisfaction and Purchase Intention
title_full_unstemmed Impact of Recommender Agents used in Online Retail on Customer Satisfaction and Purchase Intention
title_sort Impact of Recommender Agents used in Online Retail on Customer Satisfaction and Purchase Intention
author Domingos, Maria Inês Reis Vieira Vilela
author_facet Domingos, Maria Inês Reis Vieira Vilela
author_role author
dc.contributor.none.fl_str_mv Rohden, Simoni Fernanda
RUN
dc.contributor.author.fl_str_mv Domingos, Maria Inês Reis Vieira Vilela
dc.subject.por.fl_str_mv Recommender Agents
Artificial Intelligence
Customer Satisfaction
Purchase Intention
Consumer Decision-Making
SDG 8 - Decent work and economic growth
Domínio/Área Científica::Ciências Naturais::Ciências da Computação e da Informação
topic Recommender Agents
Artificial Intelligence
Customer Satisfaction
Purchase Intention
Consumer Decision-Making
SDG 8 - Decent work and economic growth
Domínio/Área Científica::Ciências Naturais::Ciências da Computação e da Informação
description Dissertation presented as the partial requirement for obtaining a Master's degree in Data Driven Marketing, specialization in Digital Marketing and Analytics
publishDate 2024
dc.date.none.fl_str_mv 2024-11-07T10:35:58Z
2024-10-28
2024-10-28T00:00:00Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/masterThesis
format masterThesis
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://hdl.handle.net/10362/174747
TID:203794702
url http://hdl.handle.net/10362/174747
identifier_str_mv TID:203794702
dc.language.iso.fl_str_mv eng
language eng
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.source.none.fl_str_mv reponame:Repositórios Científicos de Acesso Aberto de Portugal (RCAAP)
instname:FCCN, serviços digitais da FCT – Fundação para a Ciência e a Tecnologia
instacron:RCAAP
instname_str FCCN, serviços digitais da FCT – Fundação para a Ciência e a Tecnologia
instacron_str RCAAP
institution RCAAP
reponame_str Repositórios Científicos de Acesso Aberto de Portugal (RCAAP)
collection Repositórios Científicos de Acesso Aberto de Portugal (RCAAP)
repository.name.fl_str_mv Repositórios Científicos de Acesso Aberto de Portugal (RCAAP) - FCCN, serviços digitais da FCT – Fundação para a Ciência e a Tecnologia
repository.mail.fl_str_mv info@rcaap.pt
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