The Impact of Artificial Intelligence on Supply Chain Efficiency, Strategic Decision-Making, Customer Satisfaction, and Organizational Productivity in Business Management

Abstract

The purpose of this study is to examine the effect of artificial intelligence (AI) on supply chain efficiency, strategic decision-making, customer satisfaction, and organizational productivity in business management. This research employed a quantitative methodology using a standardized questionnaire with a five-point Likert scale. Data were collected from companies and organizations active in the field of business management. For data analysis, SPSS and SmartPLS software were utilized, and the reliability and validity of the data collection instrument were confirmed by Cronbach’s alpha coefficient (≥0.7) and expert review. The findings revealed that AI has a positive and significant impact on all four examined dimensions. Specifically, the application of AI improves supply chain efficiency, enhances the quality of strategic decision-making, increases customer satisfaction through intelligent customer relationship management (CRM) and personalized experiences, and boosts organizational productivity. These results align with previous studies and confirm the importance of AI adoption to strengthen competitiveness and performance in business organizations. Ultimately, the study suggests that business managers should leverage AI for process automation, improved decision-making, and enhanced customer experience. Future research is recommended to explore the role of AI in sustainable supply chains, product innovation, and other industries.