Green Algorithms: Unveiling the Role of AI in Shaping More Sustainable Consumers

Abstract

This study aims to analyze the impact of information quality and service quality on customer satisfaction, with customer experience serving as a mediating variable within the context of artificial intelligence (AI)-based digital services. As Jakarta continues to evolve as a digital economic hub, the integration of AI into customer interactions has become crucial, yet it presents challenges regarding information accuracy and user trust. The research employs a quantitative approach, utilizing a survey method conducted among 350 university students in Jakarta who are active users of AI-driven digital platforms. Data analysis was performed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The findings indicate that both information quality and service quality have a significant positive influence on customer experience. Empirical results confirm that customer experience acts as a significant mediator in the relationship between the independent variables and customer satisfaction. The research model yielded an R-square value of 0.64 for customer satisfaction, demonstrating strong predictive power. These results emphasize that providing accurate information and responsive service is essential for creating a satisfying digital experience in the AI era. Practical implications suggest that digital service providers must prioritize the quality of automated system interactions to build sustainable relationships with consumers.