The Impact of ESG Frameworks and AI Technologies on Communication Satisfaction, Job Satisfaction, and Job Performance in the Retail Sector: An SEM Approach
The Impact of ESG Frameworks and AI Technologies on Communication Satisfaction, Job Satisfaction, and Job Performance in the Retail Sector: An SEM Approach

Author(s): Sweta Saurabh, Sachi Dwivedi
Subject(s): Social Sciences
Published by: Udruženje ekonomista i menadžera Balkana
Keywords: Communication Satisfaction; Job Satisfaction; Job Performance; ESG; Artificial intelligence in retail
Summary/Abstract: Purpose: This study explores how Environmental, Social, and Governance (ESG) frameworks and Artificial Intelligence (AI) technologies influence communication satisfaction, job satisfaction, and job performance in the retail sector. Design/Methodology/Approach: Using a structured questionnaire, data was collected from 656 customer-facing employees in Delhi via convenience sampling. Confirmatory Factor Analysis (CFA) and Structural Equation Modeling (SEM) were conducted using IBM AMOS 21.0. Findings: Communication satisfaction positively affects job satisfaction and job performance. Job satisfaction mediates this relationship, while ESG and AI act as moderators, strengthening these effects. Originality/Value: The study introduces ESG and AI as moderating variables in a less-explored communication-performance framework.

• Details
• Contents