Impact of Negative Aspects of Artificial Intelligence on Customer Purchase Intention

Abstract

The growing adoption of artificial intelligence (AI) in the retail industry has triggered a significant evolution in the shopping experience. However, concerns have surfaced regarding their potential psychological effects on consumers, which can sometimes lead to stress and confusion. As retailers continue to harness AI technology to enhance customer engagement and optimize their operations, it becomes increasingly important to confront and manage the potential risks and uncertainties that come with its swift deployment. The study considered 237 online retail customers to know the factors that determine the negative aspects of artificial intelligence and their impact on the purchase intention of online retail customers towards AI-enabled e-retail platforms. Financial information and security, consumer trust and AI autonomy, reliability issues due to novelty of the concept, and malfunctioning of systems are the factors that negatively impact the purchase intention of online retail customers towards AI-enabled e-retail platforms.