Abstract
<jats:p>Consumer satisfaction and purchasing decisions made by consumers have always been a concern of marketers, taking into account these two aspects can encourage businesses to develop. The purpose of this study is to examine the relationship between AI-driven digital service channels and customer satisfaction, with a focus on the moderating effect of demographic variables. A survey of 189 consumers from Delhi NCR revealed that digital service channels—characterized by ease of use, convenience, and personalization—have a positive impact on customer satisfaction. Age, gender, and education have a moderating effect on the relationship. The existing literature has largely overlooked the role of demographic factors and lacks sufficient emphasis on digital service channels. The findings of this study can be used by businesses and the government to build more consumer/citizen-centric strategies.</jats:p>