Abstract:
This research examines the impact of artificial intelligence (AI) on consumer experience and purchase intention in Pakistan's food delivery services. The study aims to analyze how AI technologies influence customer satisfaction and their subsequent intention to make purchases, providing insights into how AI can enhance consumer experiences and drive purchasing behavior within this industry in Pakistan. A mixed-methods approach was adopted, combining quantitative and qualitative methodologies. Structured questionnaires were distributed to food delivery service users across major cities in Pakistan, measuring dimensions of consumer experience such as ease of use, personalization, and efficiency, as well as purchase intention indicators. In-depth interviews with industry experts and AI technology providers were conducted to gain deeper insights into AI applications in the sector. The collected data were analyzed using statistical software like SPSS and NVivo. Descriptive statistics, correlation analysis, and regression analysis identified significant relationships between AI applications and consumer experience variables. Thematic analysis of qualitative data provided context to the quantitative findings. Results indicate a strong positive correlation between AI integration and improved consumer experience in food delivery services. Key AI technologies such as catboats, personalized recommendations, and predictive analytics significantly enhance customer satisfaction by providing timely and accurate information, reducing wait times, and offering tailored product suggestions. Enhanced consumer experience, driven by AI, positively influences purchase intention, leading to higher conversion rates and customer loyalty. The study concludes that AI significantly impacts consumer experience and purchase intention in Pakistan's food delivery services. The integration of AI technologies improves operational efficiency and customer service, creating a personalized and engaging user experience. These findings suggest that food delivery companies in Pakistan should invest in AI-driven solutions to stay competitive and meet evolving consumer expectations. Future research could explore the long-term effects of AI on consumer behavior and the challenges associated with its implementation.
