LE05456, Batch51, CRP Final

Higher Nationals
Internal verification of assessment decisions – BTEC (RQF)
INTERNAL VERIFICATION – ASSESSMENT DECISIONS

Programme title Higher National Diploma in Software Engineering
Mr. Anuradha Boyagoda

Assessor Internal Verifier
Unit 13: Computing Research Project
Unit(s)
Final Research
Assignment title
Dewmi Sandunika Heenatigala
Student’s name
List which assessment Pass Merit Distinction
criteria the Assessor has
awarded.
INTERNAL VERIFIER CHECKLIST
Do the assessment criteria awarded match
those shown in the assignment brief?
Y/N
Is the Pass/Merit/Distinction grade awarded

justified by the assessor’s comments on the
Y/N
student work?
Has the work been assessed

accurately? Y/N
Is the feedback to the student:
Give details:
• Constructive?
Y/N
• Linked to relevant assessment
criteria? Y/N
• Identifying opportunities for

improved performance?
Y/N
• Agreeing actions?
Y/N
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amending? Y/N
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Dewmi Sandunika Heenatigala LE05456
Higher Nationals - Summative Assignment Feedback Form
Student Name/ID Dewmi Sandunika Heeantigala/LE05456
Unit Title Computing Research Project

Assignment Assessor Mr. Anuradha Boyagoda
Number
Date Received 1st
Submission Date submission
Date Received 2nd
Re-submission Date submission
Assessor Feedback:
LO2 Conduct and analyse research relevant to a chosen computing research project
Pass, Merit & Distinction P3 P4 M2 D1

Descripts
LO3 Communicate the outcomes of a research project to identified stakeholders
Pass, Merit & Distinction P5 M3 D2

Descripts
LO4 Reflect on the application of research methodologies and concepts
Pass, Merit & Distinction P6 P7 M4 D3

Descripts
Grade: Assessor Signature: Date:

Resubmission Feedback:
Grade: Assessor Signature: Date:

Internal Verifier’s Comments:
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Signature & Date:
* Please note that grade decisions are provisional. They are only confirmed once internal and external moderation has taken place and
grades decisions have been agreed at the assessment board.
Pearson
Higher Nationals in
Computing
Unit 13: Computing Research Project
Assignment 01
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General Guidelines
1. A Cover page or title page – You should always attach a title page to your
assignment. Use previous page as your cover sheet and be sure to fill the details
correctly.
2. This entire brief should be attached in first before you start answering.
3. All the assignments should prepare using word processing software.
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side printing.
5. Allow 1” margin on each side of the paper. But on the left side you will need to leave
room for binging.
Word Processing Rules
1. Use a font type that will make easy for your examiner to read. The font size should
be 12 point, and should be in the style of Time New Roman.
2. Use 1.5 line word-processing. Left justify all paragraphs.
3. Ensure that all headings are consistent in terms of size and font style.
4. Use footer function on the word processor to insert Your Name, Subject,
Assignment No, and Page Number on each page. This is useful if individual sheets
become detached for any reason.
5. Use word processing application spell check and grammar check function to help edit
your assignment.
Important Points:
1. Check carefully the hand in date and the instructions given with the assignment. Late
submissions will not be accepted.
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date.
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be accepted for failure to hand in the work on time.
4. You must take responsibility for managing your own time effectively.
5. If you are unable to hand in your assignment on time and have valid reasons such as
illness, you may apply (in writing) for an extension.
6. Failure to achieve at least a PASS grade will result in a REFERRAL grade being given.
7. Non-submission of work without valid reasons will lead to an automatic REFERRAL.
You will then be asked to complete an alternative assignment.
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8. Take great care that if you use other people’s work or ideas in your assignment, you
properly reference them, using the HARVARD referencing system, in you text and
any bibliography, otherwise you may be guilty of plagiarism.
9. If you are caught plagiarizing you could have your grade reduced to A REFERRAL or at
worst you could be excluded from the course.
Student Declaration
I hereby, declare that I know what plagiarism entails, namely to use another’s work and to
present it as my own without attributing the sources in the correct way. I further
understand what it means to copy another’s work.
1. I know that plagiarism is a punishable offence because it constitutes theft.

2. I understand the plagiarism and copying policy of the Edexcel UK.
3. I know what the consequences will be if I plagiaries or copy another’s work in
any of the assignments for this program.
4. I declare therefore that all work presented by me for every aspects of my
program, will be my own, and where I have made use of another’s work, I will
attribute the source in the correct way.
5. I acknowledge that the attachment of this document signed or not,
constitutes a binding agreement between myself and Edexcel UK.
6. I understand that my assignment will not be considered as submitted if this
document is not attached to the attached.
123dewmi.sandunika@gmail.com
Student’s Signature: Date:24.05.2021
(Provide E-mail ID) (Provide Submission Date)
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Assignment Brief
Student Name /ID Number Dewmi Sandunika Heeantigala/LE05456
Unit Number and Title Unit 13 – Computing Research Project
Academic Year
Unit Tutor
Assignment Title Final Research Project Proposal
Issue Date
Submission Date
IV Name & Date
Submission Format:
The submission is in the form of an individual written report. This should be written in a concise, formal
business style using single spacing and font size 12. You are required to make use of headings, paragraphs
and subsections as appropriate, and all work must be supported with research and referenced using the
Harvard referencing system.
Report format- Please provide a referencing list using the Harvard referencing system. The
recommended word limit is minimum 4,500 words
Unit Learning Outcomes:

LO1 Examine appropriate research methodologies and approaches as part of the
research process.
LO2. Conduct and analyse research relevant to a chosen computing research project
LO3. Communicate the outcomes of a research project to identified stakeholders
LO4. Reflect on the application of research methodologies and concepts
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Assignment Brief and Guidance:
Learner is now required to provide a comprehensive research project report based on the findings of
secondary and primary researches carried out on the project proposal submitted in the previous section.
The Learner requires to produce a detailed research project report covering following areas
 Conduct primary and secondary research using appropriate methods for a computing
research project that consider costs, access and ethical issues.
 Carry out your research and apply appropriate analytical tools to analyse research
findings and data.
 Draw conclusion based on the research findings.
 Communicate the outcomes of your research project to the identified audience.
 Reflect on the success of your research project and your performance at the end of the
project with the inclusion of a project evaluation and recommendations (Consider
alternative research methodologies and lessons learnt in view of the outcomes)
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Impact of the Artificial intelligence to e-commerce in
order to enhance customer satisfaction.
By
Dewmi Sandunika Heenatigala
LE5456
Submitted in accordance with the requirements for the
CRP MODULE OF PEARSON’S HND IN SOFTWARE ENGINEERING
PROGRAMME
at the
ESOFT METRO CAMPUS
Name of research Tutor: Mr. Anuradha Boyagoda
10/05/2021
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Declaration
ESOFT METRO CAMPUS – KANDY
ORIGINAL LITERARY WORK DECLARATION
Name of Research Candidate: Dewmi Sandunika Heenatigala

Pearson Registration No: LE05456
Program Name: HND in Software Engineering
Research Title: Impact of the Artificial intelligence to e-commerce in order to enhance
customer satisfaction.
Field of Study: Computing and Social Science

I do solemnly and sincerely declare that:
i. I am the sole author of this study.
ii. This work is original.
iii. In case of use any information from other sources reference of copyright with its
authorship have been acknowledged in this work.
iv. I do not have any actual knowledge nor ought I reasonably to know that the making of
this work constitutes an infringement of any copyright work.
v. I know that plagiarism is a punishable offence because it constitute theft, I understand
the plagiarism and copying policy of the Edexcel UK, I know what the consequences
will be if I plagiaries or copy another’s work in this research for this program.
Candidate Signature: @gmail.com Date: 18.08.2020

Subscribed and solemnly declared before,
Supervisor’s Signature: anuradha_kan@esoft.lk (sign by email) Date: 18.08.2020
Name: Anuradha Boyagoda

Designation: Lecturer, ESOFT METRO CAMPUS - Kandy
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Acknowledgement
It is with great pleasure that I take this opportunity to bow our head in respect and gratitude
for all those who helped me making this assignment a great success. The foremost ultimate
thanks goes to our determined and ever encouraging lecturer Mr. Anuradha Boyagoda. (Esoft
Metro Campus) No words can explain our gratitude for your ever-helping hand through this
process. I would also like to expand my deepest gratitude to all those who have directly and
indirectly guided us in doing this assignment.
Thank You,
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Abstract
Artificial intelligence (AI) enables machines to extract, integrate, exchange, and analyze large
heterogeneous datasets to answer complex problems in a timely manner. The promise of AI
in healthcare has been embraced by many computer scientists, clinicians, and policymakers.
This chapter aims to provide an overview of the use of artificial intelligence methods and
technologies in healthcare.
The proposed system eliminates Face Mask Detection System to improve patient detection.
As well the researcher has included how the proposed system is subjected to work with
proper guidance studied carefully from the existing methodologies.
The research concludes by gathering data from an amount of people chosen by the researcher
to have a clear idea whether this system can be implemented as exposed by the researcher.
Keywords: Artificial Intelligence, ecommerce, Face mask, online Shopping, Covid19, Sri
Lanka
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Contents
Chapter 1- Introduction 4
1.1 Background 4
1.2 Purpose of the study 5
1.3 Significance of the study 5
1.4 Objectives 6
1.5 Research Questions 6
1.6 Hypothesis 7
1.7 Problem Identity and Justification 7
Chapter 2-Literature review 10
2.1 Main objective 10
2.2 Sub Objectives 11
2.3 Conceptual Framework 11
Chapter 3-Methodology 11
3.1 Research philosophy 12
3.2 Research approach 12
3.3 Research strategy 13
3.4 Research choice 13
3.5 Time frame 14
3.6 Data collection procedures 14
3.6.1 Type of data 14
3.6.2 Data collection method 14
3.6.3 Data collection and analysis tools 14
3.6.5 Data Storage 15
3.7 Sampling Strategy 15
3.8 Sampling Size 15
3.9 Reliability, validity, and generalizability 15
3.10 Ethical considerations of the study 16
4. Limitations of the study 16
Chapter 4-Presenation of Results 16
Demographic Analysis 16
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Correlation Analysis 18
Regression Analysis 20
Chapter 05-Conclusions and Recommendations 25
Conclusions 25
Recommendation 27
Limitation 28
Future Research 28
Personal Reflection 29
Benefits for the researcher 29
Benefits for the Industry/organization 29
Reference 30
Annexures 30
Annexures A: Glossary of Terms 31
Annexures B: Sample Charts/Table 31
Annexures D: Feedback Form 36
Gannet Chart 1
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List of Figures
Figure 1 Conceptual Framework..............................................................................................11

Figure 2 Methodology..............................................................................................................11
Figure 3 Research approach.....................................................................................................12
Figure 4 Gender Pie Chart........................................................................................................16
Figure 5 Age Group Pie Chart.................................................................................................17
Figure 6 Correlational Values and relationships......................................................................18
Figure 7 Correlations Table.....................................................................................................18
Figure 8 Model Summary........................................................................................................19
Figure 9 Anova.........................................................................................................................20
Figure 10 Coefficients..............................................................................................................20
Figure 11 R02. Model Summary..............................................................................................20
Figure 12 RO2 Anova..............................................................................................................21
Figure 13 RO2 Coefficients.....................................................................................................21
Figure 14 RO3 Model Summary..............................................................................................22
Figure 15 RO3 Anova..............................................................................................................22
Figure 17 RO4 Model Summary..............................................................................................23
Figure 18 RO4 Anova..............................................................................................................24
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Chapter 1- Introduction
1.1 Background
E-Commerce is the use of the Internet and modern communication technology in the business
sector to facilitate operations. Electronic facilities and programs may use for any form of
business operation, management, or information exchange within the organization. The E-
commerce concept is widely supported by electronic equipment and network technology
(Song et al, 2019).
Ingaldi and Ulewicz (2019) identify e-commerce as an essential tool for the development of
an economy. The introduction of e-commerce into the business sector has changed the market
and trade barriers of all organizations' sizes. Artificial intelligence is the bridge between
information and communication technologies and the commercial sector. Artificial
intelligence (AI) is the most popular term and a spinoff of computer science. Technology
facilitates the introduction and building of smart machines (Soni, 2020). The dynamic and
developmental nature of the AI field has penetrated almost all sectors of the economy and
society, contributing to massive positive changes within the sectors (Song et al, 2019).
Artificial intelligence aims to perform the actions that require human intelligence yet without
the activities' involvement, which can be achieved by human intelligence (Soni, 2020). In
other words, AI aims to understand the fundamental nature of human intelligence. This
process is facilitated via readymade computer programs. These programs' key characteristic is
their ability to follow and mimic human intelligence behavior (Prasad, 2003).
There are several applications of artificial intelligence in the e-commerce sector. There is a
growing concern about using these platforms to improve customer satisfaction. E-commerce
and customer satisfaction are linked together via commercial services, search engines, social
networks, and other user-friendly technologies and applications. These applications have
contributed to reducing the operating costs of most organizations. For example, database
management systems, communication networks, and payment systems reduce human
resources' requirements and reduce costs.
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The present study aims to assess the impact of artificial intelligence on e-commerce to
improve customer satisfaction. In contrast to conventional business ventures, e-commerce
businesses focused on improving customer satisfaction. They identify customer satisfaction
as the critical determiner of business success (Fasanghari and Roudsari, 2008). According to
Ingaldi and Ulewicz (2019), the e-commerce market is a growing area the future potential is
ample because customers tend to purchase through e-commerce platforms more and more. E-
commerce opportunities have been widely expanded due to the COVID 19 pandemic
outbreak, where the traditional business operations are primarily confined.
1.2 Purpose of the study
Artificial intelligence has shared a strong connection with e-commerce, and both sectors have
achieved widespread success during the last decade. AI contributed to revolutionary changes
within the e-commerce sector and largely influenced the growth and development of the e-
commerce sector. However, during the CIVID 19 pandemic e-commerce sector has surpassed
the prediction of the previous decades and achieved a wide popularity and market share
during last year. Customer satisfaction plays a crucial role in the e-commerce business sector,
and the customer satisfaction parameters and the known standards have been revolutionized
as a result of the pandemic. Therefore it is essential to investigate the association between
artificial intelligence, e-commerce, and customer satisfaction. The researchers should
comprehensively study the involvement of artificial intelligence within the e-commerce
sector and the e-commerce sector's progress under the COVID 19 pandemic. New attributes
have been incorporated into the traditional structure, intending to enhance customer
satisfaction. Simultaneously, there is growing attention regarding Artificial intelligence as
video, image and speech recognition, natural language, and autonomous objects (Khrais,
2020) and ethical concerns of the applications. Therefore this study aimed to understand and
investigate the impact of artificial intelligence in e-commerce in order to improve customer
satisfaction related to the Sri Lankan context.
1.3 Significance of the study

Comprehensive studies are assessing the impact of artificial intelligence on e-commerce to
improve customer satisfaction. However, the conventional applications of artificial
intelligence, e-commerce, and customer satisfaction have reformed mainly during the last
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year. COVID 19 pandemic and consenting changes of the market structure, business sector,
and customer demand can identify as the reason for this. There is considerable space in
investigating the situation related to the Sri Lankan scenario.
AI, e-commerce, and customer satisfaction have been employed globally for a considerable
period; still, these concepts have been novel to the domestic business platform. During the
last year (2020), the e-commerce sector has been popular among Sri Lankan customers.
Incorporating artificial intelligence tools has given robust growth to the industry and widely
participates in improving customer satisfaction. This study was an effort to understand the
impact of artificial intelligence on e-commerce customer satisfaction.
1.4 Objectives
General objectives
● Assessing the usage of Artificial intelligence in e-commerce in order to improve
customer satisfaction
Specific objectives
● Assessing the usage of Artificial intelligence in e-commerce for online

transactions in order to improve customer satisfaction
● Assessing the usage of e-commerce in businesses in order to supply customer

satisfaction
● Assessing the acceptance to e-commerce with AI, by the customers in order to

enhance day today activities.
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1.5 Research Questions
1. What is the impact of assessing the Artificial intelligence to e-commerce in order

to enhance customer satisfaction?
2. What is the impact of assessing the accuracy of AI in e-commerce in order to
enhance customer satisfaction?
3. What is the impact of assessing the analytical skill of AI in e-commerce in order
to enhance customer satisfaction?
4. What is the impact of assessing the decision making process of AI in e-commerce
in order to enhance customer satisfaction?
1.6 Hypothesis
H1: AI in e-commerce has an impact to improve customer satisfaction
H0: AI in e-commerce does not has an impact to improve customer satisfaction
H2: Assessing the accuracy of Artificial intelligence in e-commerce for online transactions
has an impact in order to improve customer satisfaction
H0: Assessing the accuracy of Artificial intelligence in e-commerce for online transactions do
not has an impact in order to improve customer satisfaction
H3: Assessing the analytical skill of e-commerce in businesses has an impact in order to
supply customer satisfaction
H0: Assessing the analytical skill of e-commerce in businesses do not has an impact to supply
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H4: Assessing the Decision making process to e-commerce by the customers has an impact to
enhance day today activities in an analytical way
H0: Assessing the Decision making process to e-commerce by the customers do not has an
impact to enhance day today activities in an analytical way
1.7 Problem Identity and Justification
Identify
When people are shopping online they are not trust the ecommerce online transactions
Justification
The study aimed to investigate the impact of Artificial Intelligence in e-commerce to improve
customer satisfaction. The research was carried out via three sub-objectives. They are online
transactions, in businesses, and day to day activities. The sub-objectives identified related to
the use of Artificial intelligence in e-commerce to facilitate online transactions, improve
business activities, and enhance lifestyle quality in day-to-day activities.
The fundamental definitions of e-commerce can be described as a wide range of online

business platforms that occupy business activities for products and services. It allows
consumers to carry out their business transactions via electronic interactions rather than the
conventional physical traction channels (Gupta, 2014). The fundamental definition has
expanded with the current influence of massive development of Information and
communication technologies, where the internet and communication network has helped
broaden the horizon.
Internet banking is now a frequent form of electronic banking, which is identified as a

mainstream online transaction platform related to customer satisfaction. Banking portals
allow the customers to experience banking services such as making bill payments and other
financial services (Raza et al, 2020). Incorporating Automated Teller Machines (ATM) and
Cash Deposit Machines (CDM) has led to the rapid development of online banking
transactions. These machines function under the influence of Artificial Intelligence and
related computer programs. In the current banking sector, online transaction facilities are a
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vital customer satisfaction factor because most customers believe that online transactions are
more under-friendly and time-saving.
The current government policies also support the concepts due to the prevalence COVID 19
pandemic situation. Yee‐Loong Chong et al, (2010) have performed a study based on the
online banking adaptations. The study was based on three concepts of usefulness, ease of use,
and governmental support. The result indicated positive customer satisfaction based on the
advantages of online transactions.
Bridging artificial intelligence with online transactions has also increased customer
satisfaction through a prospective buyer-seller connection that satisfies the customer
requirements of color, suitable category, etc. (Kolodin et al., 2020).
Applications of artificial intelligence in e-commerce business ventures results in several
benefits for all involved stakeholder parties. The incorporation of AI concepts can help with
customer relationship management. AI helps business organizations to understand the
customer's needs and wants despite the barriers. AI also connects most business organizations
in a global context and contributes to the growth of the business.
Despite the shape and the purpose of the business, customers are the backbone of a business
organization. AI concepts allow organizations to facilitate twenty-four-seven customer
services. Especially considering the e-commerce businesses, automation is mainly dependent
on AI adaptations (Song et al, 2019). For large scale business, AI related e-commerce
applications can adapt in online negotiation, online auctioning, and online bidding purposes
(Prasad, 2003).
The integration of artificial intelligence and e-commerce in recent day-to-day activities has
led to positive and negative changes in human beings' everyday lives. The service providing
companies more sensible towards customer satisfaction in enhancing their quality of lives
Customer satisfaction is often connected with the convenience of day-to-day activities (Song
et al, 2019).
An artificial intelligence assistant technology known as the Chabot is widely used for
automatic response development. This usually used to respond to simple voice commands of
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the customers, and the domestic use of AI assistance has increased drastically over the years.
Now, these concepts are incorporated into smart houses. The contemporary world believes
that the future should satisfy the majority of our needs and wants of day-to-day lives. The
introduction of artificial intelligence to real day to day lives is an emerging concept known as
ambient intelligence (Rujis and Kumar, 2019).
These techniques are linked with a small camera to drone technology to Prototyped cars that
process the ability to drive by themselves without human involvement. Simultaneously, even
the day to day applications of artificial intelligence are linked via the e-commerce business
that focuses on customer satisfaction.
Online transactions
E-commerce helps in online transactions through AI techniques without touching a single

coin. Also online transactions can be done from any place in the world at any time. Also tis
transactions are very fast. So, this can be used in an emergency situation as well. There are no
limited amount for online transactions. Also these may ensure the health and safety these
days.
In businesses
The use of e-commerce with the AI techniques is not a newel method in businesses. Most of
the international and local businessmen use this technique to enhance their effectiveness. As
this is a fast trust full method they prefer to use AI techniques in e-commerce.
Day-today activities
AI techniques will enhance the efficiency of day to day activities of all the people in the
world. With the current pandemic situation in the world, people can do their work through
different AI methods and also with the use of e-commerce facilities. This make the people
more safer today.
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Chapter 2-Literature review
2.1 Main objective
Assessing the impact of Artificial intelligence to e-commerce in order to enhance

The study's paramount objective was to assess the usage of Artificial intelligence in e-
commerce to improve customer satisfaction. However, evaluating these integrated three
factors of Artificial intelligence, e-commerce, and customer satisfaction will require a unique
set of evaluation criteria. Previous studies have adopted these evaluation criteria based on the
domestically established standards exceptional to their countries (Fasanghari and Roudsari,
2008). Artificial intelligence has widespread applications in most of the current business
sectors. Simultaneously it presents a set of challenges for the enterprises.
2.2 Sub Objectives
1. RO2. Assessing the accuracy of AI in e-commerce in order to enhance customer

satisfaction
2. RO3. Assessing the analytical skill of AI in e-commerce in order to enhance customer
satisfaction
3. RO4. Assessing the decision making process of AI in e-commerce in order to enhance
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2.3 Conceptual Framework
Accuracy
AI in e-commerce in
order to improve
customer satisfaction Analytical Skill
Decision Making Process
Figure 1 Conceptual Framework
Source: (Author Created)
Chapter 3-Methodology
Figure 2 Methodology
Source: (Saunders. 2007)
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The current study has adapted the research onion concept to perform the research study. It
illustrates the methodology's steps, which expands from the general outermost factors of the
research to the specific and unique characteristics of the investigation.
3.1 Research philosophy
Research philosophy is the outermost layer of the research onion and represents Positivism,
Realism, Pragmatism, and Interpretivism: four attributes of the research philosophy. The
current study adapted the positivity attribute via setting measurable and quantifiable research
hypotheses that described the results. The study was conducted based on continuous
information seeking and to avoid biased perceptions of the selected topic to maintain the
research philosophy's realism. The study strengthens objectivism by adapting the general and
specific goals interconnected with a suitable social environment. The intense analysis and
presentation of results allowed to maintain the Interpretivism of the study.
3.2 Research approach
The research approach can be categorized into ten streams as deductive and inductive
approaches.
The present study adopted the deductive approach through the hypothesis's formulation at the
beginning of the study. The hypothesis assessed the usage and impact of artificial intelligence
in e-commerce towards the improvements in customer satisfaction. Another hypothesis was
employed to investigate the usability of the current study. During the study, the deductive
approaches were followed based on the following steps.
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Figure 3 Research approach
Source: ((Dudovskiy, 2019)
3.3 Research strategy
Different strategies are being used in the next inner layer. They are; conducting an
experiment, survey, case study, action research, grounded theory, ethnography, or archival
research. The current study was based on a self-administered questionnaire, which collected
data through the dissemination among a selected sample of the study respondents. The survey
method facilitates the data collection using a simple random sampling method, yet the data
was quantified during the study. Therefore, an adaptation of the survey study allowed us to
observe and investigate the selected study's qualitative and quantitative variables. Google
form was a feasible approach to gather data from a large sample, which increased the
efficiency and the productivity of the data collection method.
3.4 Research choice
The research choice layer's main objective is to understand the researcher about the
qualitative and quantitative execution methods. The present study was a mixed effort where
both qualitative and quantitative techniques are used during the study. Data collection was
carried out on a qualitative basis. However, data analysis was performed on a quantitative
basis.
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3.5 Time frame
The time frame was an essential component of the research study. The researcher should be
keen enough to manage the scarce resources sustainably, and time management is a critical
component of the assessment criteria. Research time frames are categorized as cross-sectional
and longitudinal studies. Longitudinal studies may employ a comparatively more extended
period where the cross-sectional studies allowed the researcher to perform the survey within a
scheduled short period. This study utilized the cross-sectional method to survey within a short
period to achieve the maximum benefits.
3.6 Data collection procedures
Data collection is the innermost layer of the research onion and one of the research study's
vital steps. The data collection method can impose a high sensitivity to the collected data;
therefore, it should be handled carefully.
3.6.1 Type of data
The accuracy of the data determines the reliability of the resulting output. The primary data
were gathered using the Google form directly from the resource, which was the study sample.
The collected data were subjected to data analysis techniques to predict and forecast patterns
and interrelationships. The study employed secondary data during the literature review for the
information gathering.
3.6.2 Data collection method
Primary data were directly gathered using the questionnaire, which disseminate based on the
Google form platform. The first part of the questionnaire was constructed based on the
respondents' demographic information as age, gender, marital status, education level, and
occupation. The second half of the questionnaire covered the usability of AI, e-commerce in
3.6.3 Data collection and analysis tools
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Google form platform facilitates the group of data from a larger sample with a shorter period.
The collected data were stored in Microsoft Excel, and the regression analysis was performed
with an ANOVA (Analysis Of Variance) test.
3.6.5 Data Storage
Collected data was stored in Google drive, pen drive, and personal computer, which the
folders were protected using the passwords. Data and information of the respondents were
treated confidentially.
3.7 Sampling Strategy
Different sampling methods are available when selecting the sample from a target population.
Random sampling, stratified sampling, quota sampling and convenience sampling are such
sampling strategies used in conducting researches and projects.
Stratified sampling strategy can be used in this project as it helps to obtain results from a
widely spread area. This method of sampling is a form of probability sampling. It helps to
stratify means to classify or to separate people into groups according to some characteristics;
rank, income, education, sex, or ethnic background. This helps to get more accurate and
efficient information about the customer satisfaction with the usage of e-commerce.
3.8 Sampling Size
Thirty six individual respondents were included in the sample.
3.9 Reliability, validity, and generalizability
Reliability - The questionnaire was used as the data collection instrument where
the respondent's natural behavior was not disturbed.
Validity - To maintain the responses, the respondents' email address was
collected to avoid repetition.
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Generalizability – The sample was a representative one, which indicates the
homogeneity of the target population.
3.10 Ethical considerations of the study
The study did not violate any human and animal rights, and all the participants were informed
about the sole academic oriented research. Responses were treated confidentially, and the
participants were not subjected to any form of damaging as professional liability, financial
standing, employability, or reputation. Since the Google form was disseminated via social
media platforms, some individuals were reluctant to respond.
4. Limitations of the study
● COVID 19 Pandemic was a significant barrier during the study where the data
collection was limited to social media platforms.
● There were a comparatively lower number of recent literature available for the
selected topic.
● The number of respondents in the sample was comparatively lower.
Chapter 4-Presenation of Results
Demographic Analysis
Gender
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Figure 4 Gender Pie Chart
In the means of gender who participated in the survey the analyzed data shows that 55.0% are
males and 41.0% are females. According to above pie chart, only 15 of them are females and
the rest of them are male.
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Age Group
Figure 5 Age Group Pie Chart

Reference to the age category. Researcher used a bar chart to show the age group participated
in the data collection. Age category divided to main categories consistent 18-22, 23-26, 27-30
and above 30. The analysis of the demographic shows that 30.6% of the respondents are in
the category of Above 30 age group, Most of participants are in Above 30 category. That
means they are most consider And interest about Ai (technology side).
19
Correlation Analysis
Main Objective
Assessing the impact of Artificial intelligence to e-commerce in order to enhance customer
satisfaction.
Sub Objectives
RO2. Assessing the accuracy of AI in e-commerce in order to enhance customer satisfaction
RO3. Assessing the analytical skill of AI in e-commerce in order to enhance customer
satisfaction.
RO4. Assessing the decision making process of AI in e-commerce in order to enhance
Correlational Values and relationships
Value Relationship
0.5 – 1 Strong Positive Relationship
0 – 0.5 Moderate Positive Relationship
0 No Relationship
1- (-0.5) Moderate Negative Relationship
(-0.5) – (-1) Strong Negative Relationship
Figure 6 Correlational Values and relationships
Source : (Author created)
20
Figure 7 Correlations Table
RO2. Assessing the accuracy of AI in e-commerce in order to enhance customer
satisfaction
The Pearson correlation figure is 0.523, According to the Correlation analysis there was a
Strong Positive Relationship between Accuracy and impact to provide the better service to
the users. (Customer satisfaction)

satisfaction.
Strong Positive Relationship between analytical skill and impact to provide the better service
to the users. (Customer Satisfaction).

Strong Positive Relationship between decision making process (DecisionMakingProcess) and
impact to provide the better service to the users. (Customer Satisfaction).
21
Regression Analysis
RO1. Assessing the impact of Artificial intelligence to e-commerce in order to enhance

Figure 8 Model Summary

According to the Model Summary, R Square Between dependent variable (impact to provide
the better service to the users.) and independent variables (Accuracy, Analytical Skill,
Decision Making Process) is 0.781, that means 78% of the dependent variable (impact to
provide the better service to the users.) is explained by the independent variables (Accuracy,
Analytical Skill, Decision Making Process).
Figure 9 Anova
According to the ANOVA table there is a significant relationship between independent
variable and dependent variable.
22
Figure 10 Coefficients
RO2. Assessing the accuracy of AI in e-commerce in order to enhance customer
satisfaction
Figure 11 R02. Model Summary

the better service to the users) and independent variables (Accuracy) is 0.345, that means
34.5% of the dependent variable (impact to provide the better service to the users.) is
explained by the independent variables (Accuracy).
23
Figure 12 RO2 Anova
Figure 13 RO2 Coefficients


satisfaction.
Figure 14 RO3 Model Summary

24
the better service to the users.) and independent variables (Analytical Skill) is 0.624, that
means 62.4% of the dependent variable (impact to provide the better service to the users.) is
explained by the independent variables (Analytical Skill).
Figure 15 RO3 Anova



25
Figure 17 RO4 Model Summary
the better service to the users.) and independent variables (Decision Making Process) is
0.816, that means 81.6% of the dependent variable (impact to provide the better service to the
users.) is explained by the independent variables (Decision Making Process).
Figure 18 RO4 Anova


26
Chapter 05-Conclusions and Recommendations
Conclusions
RO1. Assessing the impact of Artificial intelligence to e-commerce in order to enhance

Regression: Above mentioned the statistical data in the correlation table and description,
when the second when the independent variables increases there is a significant increase in
the dependent variable. This means that there is a significant positive correlation and the
independent variables (Accuracy, Analytical Skill, and Decision Making Process) has an
impact on the dependent variable (Customer Satisfaction). Therefore the positive hypothesis
(H1: AI in e-commerce has an impact to improve customer satisfaction) is taken and the
negative hypothesis (AI in e-commerce does not has an impact to improve customer
satisfaction) is rejected.
RO2. Assessing the accuracy of AI in e-commerce in order to enhance customer satisfaction
Correlation: Reference to the Correlation analysis there is a Significant Positive Relationship

between independent variable (Accuracy) and the dependent variable (Customer satisfaction)
impact to provide the better service to the users. This means that when the accuracy of the AI
in e-commerce in order to enhance customer satisfaction increases the impact of Artificial
Intelligence AI in e-commerce in order to enhance customer satisfaction in order to provide a
better service to the users also increases.
27
Regression: Reference to the Model Summary, there is a significant relationship between
independent variable (Accuracy) and dependent variable (Customer Satisfaction). Therefore
the positive hypothesis (H2: Assessing the accuracy of Artificial intelligence in e-commerce
for online transactions has an impact in order to improve customer satisfaction) is taken and
the negative hypothesis (H0: Assessing the accuracy of Artificial intelligence in e-commerce
for online transactions do not has an impact in order to improve customer satisfaction) is
rejected

satisfaction.
Correlation: Reference to the Correlation analysis there is a Strong Positive Relationship

between independent variable (Analytical skill) and the dependent variable (Customer
Satisfaction). This means that when the Analytical skill of the AI in e-commerce in order to
enhance customer satisfaction increases the impact of Artificial Intelligence based AI in e-
commerce in order to enhance customer satisfaction in order to provide a better service to the
users also increases.
Regression: According to the Model Summary, there is a significant relationship between

independent variable (Analytical Skill) and dependent variable ( Customer Satisfaction).
Therefore the positive hypothesis (H3: Assessing the analytical skill of e-commerce in
businesses has an impact in order to supply customer satisfaction) is taken and the negative
hypothesis (H0: Assessing the analytical skill of e-commerce in businesses do not has an
impact to supply customer satisfaction) is rejected.

Correlation: Reference to the Correlation analysis there is a Strong Positive Relationship

between the independent variable (Decision Making Process) and the dependent variable
(Customer Satisfaction). Therefore when the decision making process of AI in e-commerce in
28
order to enhance customer satisfaction increases the impact of Artificial Intelligence based in
e-commerce in order to enhance customer satisfaction in order to provide a better service to
the users also increases. Same happens when the situation is vice-versa.
Regression: Reference to the above to the Model Summary, there is a significant relationship
between independent variable (decision making process) and dependent variable (Customer
Satisfaction). Therefore the positive hypothesis (H4: Assessing the Decision making process
to e-commerce by the customers has an impact to enhance day today activities in an
analytical way) is taken and the negative hypothesis (H0: Assessing the Decision making
process to e-commerce by the customers do not has an impact to enhance day today activities
in an analytical way) is rejected.
Recommendation
 The shoppers should be responsible for quick winds rather than getting the target by not
doing what matters for most customers.
 The importance of proper market research and analysis should not be neglected because
the awareness of the tactics that competitors follow to increase their service quality can be
adopted.
 The fact that a good customer service can cover the flaws or loop holes of overall service
system should be always considered by the shoppers.
 Marketers should input all the basic details such as price, brand and type of the finished
garments. Because it is the main element those customers make perception on the
product.
 The online advertisements should be more attractive. It is important to attract potential

customers for examples advertise a brand as the customer of celebrity.
 The information which is included in advertisement should be reliable. It will be more

significant for the customer buying decision of finished garments.
29
Limitation
Also, the utilization of accommodation examining which is a critical testing method may see
a component of biasness. This section plans to audit research targets and present the vital
discoveries of the current examination in correlation with the experimental proof.
Additionally, this section will give the limits of the momentum concentrate alongside the
suggestions for future examination regions.
Future Research
The changes of technology and the marketing strategies through social media are highly
possible for further researches. Therefore, based on areas and factors covered and experience
of this study the following recommendations are brought forward for many future researches
related to this sector.
• This study was limited only to the customers who are used social media marketing
strategies to purchase finished garments in Kandy town area. It is highly important to carry it
further by selecting every city in Sri Lanka. The factors which are affected and concerned
factors for the customer buying decision can be vary with the different demographic factors.
• The study was mainly focused on the artificial intelligence of e commerce for
customer satisfaction .Further studies can be focus on impact of marketing strategies through
social media.
 In this study researcher was unable to reach for mass sample size with the limited
time frame. Therefore a larger sample would be necessary in order to reach more
generalizable conclusions.
Personal Reflection
Benefits for the researcher
When we are information gathering working with this research we have learnt and increased
the self-knowledge. This research is regarding about artificial intelligence based in e-
commerce in order to improve customer satisfaction. Accuracy and Analytical skill, Decision
30
making process. Researcher can get deep understanding in particular subject. The researcher
has an opportunity in learning what people really wanted from the technological evolution
with the time. And also, can get knowledge about formulating hypothesis, data collection
methods, research philosophy, and analysis methods. While doing this research, researcher
could gain knowledge about ecommerce industry and ecommerce relevant technologies. This
research help to learn about advantages and disadvantages of AI and it’s positive and
negative side of AI based e-commerce in order to improve customer satisfaction.
Benefits for the Industry/organization
From this research, the ecommerce industry can get a clear benefit of what the future of the
ecommerce improve customer satisfaction within the technological circle holds. And also,
they can get what this clearly means through the responses of the people and what they
expect or do not expect in the ecommerce sector within the constraints of the present
technological advancement.
Organization being able to know that the of AI based e-commerce in order to improve
customer satisfaction. is provide the better service or not to the customers. Which can help to
get more customers to online platforms. This research helps the organization to make
important decisions about the ecommerce sector and customer satisfaction.
Through this research, organization can easily know about the peoples without conducting
any other research. This will help you reduce time and make time for future advancements.
Reference
Dudovskiy, J., 2019. Research Methodology. [Online] Available at: https://research-

methodology.net/research-methodology/research-approach/
Fasanghari, M., & Roudsari, F. H. (2008). The fuzzy evaluation of e-commerce customer
satisfaction. World Applied Sciences Journal, 4(2), 164-168.
Gupta, A. (2014). E-COMMERCE : ROLE OF E-COMMERCE IN TODAY'S
BUSINESS. International Journal Of Computing And Corporate Research, 4(1).
Ingaldi, M., & Ulewicz, R. (2019). How to Make E-Commerce More Successful by Use of
Kano’s Model to Assess Customer Satisfaction in Terms of Sustainable
Development. Sustainability, 11(18), 4830. doi: 10.3390/su11184830
31
Khrais, L., 2020. Role of Artificial Intelligence in Shaping Consumer Demand in E-
Commerce. Future Internet, 12(12), p.226. doi:10.3390/fi12120226
Kolodin, D., Telychko, O., Rekun, V., Tkalych, M. and Yamkovyi, V., 2020. Artificial
Intelligence in E-Commerce: Legal Aspects. Advances in Economics, Business and
Management Research, 129.
Prasad, B., 2003. INTELLIGENT TECHNIQUES FOR E-COMMERCE. Journal of

Electronic Commerce Research, 4(2).
Raza, S., Umer, A., Qureshi, M. and Dahri, A., 2020. Internet banking service quality, e-
customer satisfaction and loyalty: the modified e-SERVQUAL model. The TQM Journal,
32(6), pp.1443-1466.
Rujis, A. and Kumar, A., 2019. Ambient Intelligence In day to day life: A survey. 2019 2nd
International Conference on Intelligent Computing, Instrumentation and Control
Technologies (ICICICT),. doi: 10.1109/ICICICT46008.2019.8993193
Song, X., Yang, S., Huang, Z. and Huang, T., 2019. The Application of Artificial Intelligence
in Electronic Commerce. Journal of Physics: Conference Series, 1302, p.032030.
Soni, V., 2020. Emerging Roles of Artificial Intelligence in ecommerce. International

Journal of Trend in Scientific Research and Development, 4(5).
Yee‐Loong Chong, A., Ooi, K., Lin, B. and Tan, B., 2010. Online banking adoption: an
empirical analysis. International Journal of Bank Marketing, 28(4), pp.267-287.
Annexures
Annexures A: Glossary of Terms
Artificial intelligence - Artificial intelligence is a technology, which is work and react like
humans
Ecommerce- Refers to the buying and selling of goods or services using the internet
Annexures B: Sample Charts/Table
Statistic
32
Descriptive statistic
RO1- Histogram
RO1- Probability Plot
33
RO2- Histogram
34
RO3- Histogram
35
RO4- Histogram
36
Annexures D: Feedback Form
Formative Feedback: Assessor to Student

The student has done the assignment properly.
Check all again and submit.
37
Action Plan
Summative feedback
Feedback: Student to Assessor
anuradha_kan@esoft.l
k
Assessor Date
signature
Student Date
signature
38
Gannet Chart
Month November December January February
Weeks 1st 2nd 3rd 4th 1st 2nd 3rd 4th 1st 2nd 3rd 4th 1st 2nd 3rd 4th
LO2
LO3
LO4
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Higher Nationals

Internal verification of assessment decisions – BTEC (RQF)

INTERNAL VERIFICATION – ASSESSMENT DECISIONS

Mr. Anuradha Boyagoda

Is the Pass/Merit/Distinction grade awarded

Has the work been assessed

• Identifying opportunities for

Does the assessment decision need

Assessor signature Date

Internal Verifier signature Date

Assessor signature Date

Unit Title Computing Research Project

Pass, Merit & Distinction P3 P4 M2 D1

LO3 Communicate the outcomes of a research project to identified stakeholders

Pass, Merit & Distinction P5 M3 D2

LO4 Reflect on the application of research methodologies and concepts

Pass, Merit & Distinction P6 P7 M4 D3

Grade: Assessor Signature: Date:

Grade: Assessor Signature: Date:

Word Processing Rules

1. I know that plagiarism is a punishable offence because it constitutes theft.

Unit Number and Title Unit 13 – Computing Research Project

Assignment Title Final Research Project Proposal

IV Name & Date

Unit Learning Outcomes:

LO3. Communicate the outcomes of a research project to identified stakeholders

LO4. Reflect on the application of research methodologies and concepts

Submitted in accordance with the requirements for the

CRP MODULE OF PEARSON’S HND IN SOFTWARE ENGINEERING

ESOFT METRO CAMPUS

Name of research Tutor: Mr. Anuradha Boyagoda

Name of Research Candidate: Dewmi Sandunika Heenatigala

Field of Study: Computing and Social Science

Candidate Signature: @gmail.com Date: 18.08.2020

Supervisor’s Signature: anuradha_kan@esoft.lk (sign by email) Date: 18.08.2020

Name: Anuradha Boyagoda

Figure 1 Conceptual Framework..............................................................................................11

1.2 Purpose of the study

1.3 Significance of the study

● Assessing the usage of Artificial intelligence in e-commerce for online

● Assessing the usage of e-commerce in businesses in order to supply customer

● Assessing the acceptance to e-commerce with AI, by the customers in order to

1. What is the impact of assessing the Artificial intelligence to e-commerce in order

H1: AI in e-commerce has an impact to improve customer satisfaction

H0: AI in e-commerce does not has an impact to improve customer satisfaction

1.7 Problem Identity and Justification

The fundamental definitions of e-commerce can be described as a wide range of online

Internet banking is now a frequent form of electronic banking, which is identified as a

E-commerce helps in online transactions through AI techniques without touching a single

2.1 Main objective

Assessing the impact of Artificial intelligence to e-commerce in order to enhance

2.2 Sub Objectives

1. RO2. Assessing the accuracy of AI in e-commerce in order to enhance customer

Decision Making Process

Figure 1 Conceptual Framework

Source: (Author Created)

Source: (Saunders. 2007)

3.1 Research philosophy

3.2 Research approach

Source: ((Dudovskiy, 2019)

3.3 Research strategy

3.4 Research choice

3.6 Data collection procedures