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ИИ-персонализация как ключевой фактор удовлетворенности клиентов в ритейле стран БРИКС
The purpose of the study is to determine the impact of personalized AI marketing tools on consumer satisfaction in the e-grocery markets of the BRICS countries (Russia, India and Brazil). The study has been conducted as: an online survey of consumers of e-grocery retailers in Russia, India and Brazil over two time periods (2021-2022, 3840 respondents, before the implementation of AI into marketing tools) and 2023-2024, 4280 respondents, since the use of AI personalization). The data has been analysed using (1) factor analysis (CFA) to identify the most significant factors, (2) Structural Equation Modeling (SEM) to establish linear relationships, and (3) additionally nonlinear relationships (configurations) of factors affecting consumer satisfaction has been identified using the fuzzy-set Qualitative Comparative Analysis method (fsQCA).