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@article{199606,
        author = {Ms.GOWRI MANOGARI.G and Dr.ANITHA ALICE.E},
        title = {Consumer Trust and Satisfaction in E-Commerce: Examining the Role of AI-Powered Chatbots and Virtual Assistants from a Security Perspective in Vellore District},
        journal = {International Journal of Innovative Research in Technology},
        year = {2026},
        volume = {12},
        number = {11},
        pages = {14136-14140},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=199606},
        abstract = {The use of artificial intelligence in e-commerce has significantly changed the way customer services are offered, especially with the help of AI-based chatbots and virtual assistants. These technologies are increasingly becoming the main gateway between consumers and online platforms. Although they have been used for their efficiency and scalability, their success is also dependent on consumer perceptions of security, credibility, and reliability. This paper discusses the effect of AI-based conversational agents on consumer trust and satisfaction, with perceived security being a major determinant. The proposed framework indicates that the accuracy, responsiveness, clarity, personalization, and transparency of chatbot interaction quality are direct determinants of perceived security. Perceived security is the mediator between system performance and consumer trust. Increased levels of trust will, in turn, improve consumer satisfaction and engagement with the platform. Lack of clear communication or perceived weaknesses will, on the other hand, reduce trust and usage intentions. The paper indicates that trust in AI technology is not automatically created by technological development.},
        keywords = {AI-powered chatbots, virtual assistants, consumer trust, consumer satisfaction, perceived security, e-commerce, automated service interaction},
        month = {April},
        }