Can Artificial Intelligence (AI)-driven personalization influence customer experiences? : A quantitative study on TikTok integration with artificial intelligence

Sammanfattning

The advent of the digital era has profoundly transformed marketing and variousorganizational functions, largely driven by the accessibility to vast repositories ofdigitized data and the integration of artificial intelligence (AI). The purpose of this studyis to examine the impact of artificial intelligence-driven personalization on customerexperience within the context of TikTok, a leading social media platform known for itsinnovative use of AI technology. TikTok leverages AI to analyze user behaviors andpreferences, delivering tailored content that enhances user engagement and satisfaction.The deductive approach is the selected approach to fulfill this study is objective.Particularly, the research hypothesis (H1) posits that AI-driven personalization positivelyinfluences customer experience on TikTok. To test this hypothesis, we conducted aquantitative study involving structured questionnaires distributed to a diverse sample ofTikTok users via social media platforms, resulting in 365 usable answers. The findingsconfirm a significant positive relationship between AI-driven personalization andcustomer experience, underscoring the critical role of AI in shaping user interactions andexperiences on social media platforms - TikTok. This study contributes to the literatureon digital marketing and customer experience management by highlighting theeffectiveness of AI-driven personalization in fostering engagement and satisfaction.