In the context of Industry 4.0, the rapid development of artificial intelligence (AI) has significantly transformed the way firms interact with customers and deliver digital service experiences. Among AI-based technologies, chatbots have become an increasingly important tool in electronic retailing by enabling instant, automated, and personalized communication with online shoppers. This study examines how chatbot acceptance enhances online customer experience and how such experience subsequently influences customer satisfaction and customer loyalty toward chatbot-based services. Grounded in the Technology Acceptance Model (TAM) and the Information Systems (IS) success framework, the study proposes a research model linking chatbot acceptance, online customer experience, customer satisfaction, and customer loyalty. A mixed-methods approach was adopted to ensure both theoretical relevance and empirical validity. In the first stage, qualitative in-depth interviews were conducted to validate and refine the proposed constructs and relationships. In the second stage, a quantitative survey was carried out with consumers who had prior experience using chatbots in online shopping contexts, yielding 386 valid responses for analysis. The findings reveal that usability and information quality are significant determinants of online customer experience with chatbots. Furthermore, online customer experience positively affects customer satisfaction, which in turn strongly contributes to customer loyalty. These results underscore the importance of developing chatbot systems that are easy to use and capable of providing accurate, relevant, and valuable information. By doing so, firms can improve customer experience, increase satisfaction, and strengthen long-term loyalty. This study contributes to the growing literature on AI-enabled services by clarifying the mechanism through which chatbot acceptance shapes customer outcomes in e-retailing.