How Does The Integration Of Artificial Intelligence (AI) In Supply Chain Management Impact Customer Satisfaction?

Christoper, Michael (2025) How Does The Integration Of Artificial Intelligence (AI) In Supply Chain Management Impact Customer Satisfaction? Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Studi ini membahas tentang bagaimana Artificial Intelligence (AI) dapat membantu dalam manajemen rantai pasokan dan pengaruhnya terhadap kepuasan pelanggan, khususnya dalam industri e-commerce. Karena semakin meningkatnya
kebutuhan akan layanan cepat yang dibuat khusus, AI telah diakui sebagai alat utama untuk meningkatkan logistik "jarak terakhir" dan interaksi dengan pelanggan. Meskipun manfaat seperti efisiensi dan personalisasi yang lebih baik
diakui, masih ada area di mana kita belum sepenuhnya memahami pengaruh langsung AI terhadap kebahagiaan pelanggan beserta kesulitan yang dihadapi saat
mengimplementasikannya ke dalam operasi bisnis.
Penelitian ini menggunakan metode berbasis pengukuran, dengan menggunakan survei bagi pengguna e-commerce untuk menyelidiki dampak AI terhadap efisiensi operasional dan pengalaman klien. Hasilnya menunjukkan bahwa
AI membantu pengiriman yang lebih cepat, perkiraan layanan yang tepat, dan peningkatan bantuan pelanggan - yang semuanya terkait dengan kepuasan yang lebih tinggi di antara pelanggan. Menarik untuk dicatat bahwa orang yang mengetahui tentang AI menunjukkan lebih banyak pemahaman terhadap
keuntungannya, yang menekankan pentingnya pengetahuan konsumen untuk implementasi teknologi yang sukses.
Namun, penelitian ini mengamati keterbatasan tertentu seperti rentang sampel dan kemungkinan prasangka respons. Rekomendasinya adalah pelibatan partisipan yang lebih luas dalam penelitian mendatang, studi longitudinal untuk menindaklanjuti dampak AI dari waktu ke waktu, dan analisis data yang tidak bias untuk mengonfirmasi hasil. Hasil yang diharapkan dapat berguna untuk memandu perusahaan dalam penggunaan strategis AI yang dapat menghasilkan peningkatan
posisi kompetitif dan keberlanjutan jangka panjang operasi rantai pasokan.
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This study is about how Artificial Intelligence (AI) can help in supply chain management and its effect on customer satisfaction, especially in the e-commerce industry. As there is growing need for quick service that's custom-made, AI has been recognized as a key tool to boost "last mile" logistics and interactions with customers. Even though benefits like better efficiency and personalization are
acknowledged, there are still areas where we don't fully understand AI's direct influence on customer happiness along with difficulties encountered when implementing it into business operations. The research takes a measurement-based method, using a survey for users of e-commerce to delve into AI's impact on running efficiency and client experiences.
The results show that AI aids in quicker delivery, precise service forecasting, and enhanced customer assistance - all of which link with higher satisfaction among customers. It is interesting to note that people who know about AI show more understanding towards its advantages, emphasizing the importance of consumer knowledge for successful technology implementation. The study, however, observes certain limitations such as the range of samples and possible response prejudices. It recommends more extensive inclusion of participants in future researches, longitudinal studies to follow up on AI's effects over time and unbiased data analysis for confirming results. The anticipated results
can be useful for guiding companies in their strategic use of AI which may result in improved competitive position and long-term sustainability of supply chain operations.

Item Type:	Thesis (Other)
Uncontrolled Keywords:	Kecerdasan Buatan (AI), Manajemen Rantai Pasokan, Kepuasan Pelanggan, Industri E-commerce, Efisiensi Operasional, Artificial Intelligence (AI), Supply Chain Management, Customer Satisfaction, E-commerce Industry, Operational Efficiency
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD38.5 Business logistics--Cost effectiveness. Supply chain management. ERP H Social Sciences > HF Commerce > HF5415.335 Consumer satisfaction
Divisions:	Faculty of Creative Design and Digital Business (CREABIZ) > Business Management > 61205-(S1) Undergraduate Thesis
Depositing User:	Michael Christoper
Date Deposited:	15 Jul 2025 02:35
Last Modified:	15 Jul 2025 02:35
URI:	http://repository.its.ac.id/id/eprint/119715

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