چکیده مقاله
This systematic review explores the elements associated with customer satisfaction and loyalty related to an omnichannel e commerce experience This is done by conducting a review of 57 Articles from trusted databases including the Scopus, Web of Science, and Google Scholar, and identifies the main drivers of customer satisfaction and loyalty, which are found to be channel integration, digital technologies, post sale services, and loyalty programs These findings indicate that seamless integration of channels e g websites, mobile apps, physical stores, social media and the adoption of advanced technologies e g CRM systems, artificial intelligence, IoT significantly contribute to improving customer satisfaction and loyalty In addition, quality post sale services and multichannel loyalty programs are essential for building customer loyalty In addition, this study tackles the challenges of implementing omnichannel strategies, such as channel coordination, implementation costs, and sticky employees, while proposing practical remedies, such as training employees and adoption of emerging technologies such as blockchain and IoT This review contributes to the ever growing literature on omnichannel retailing by providing insights with practical implications for companies looking to best configure their omnichannel setups
کلیدواژهها
نویسندگان
Zahra Dashtlaali
Assistant Professor, Department of Management, Dehghan Branch, Islamic Azad University, Dehghan, Iran
Mehrdad Vatani
Ph D Student in Business Management, Department of Management, Dehghan Branch, Islamic Azad University, Dehghan, Iran
شیوه ارجاع
Dashtlaali, Zahra and Vatani, Mehrdad,1403,Enhancing Customer Experience: A Comprehensive Review of Satisfaction and Loyalty Drivers in Omnichannel E-commerce,The 14th ECDC2025 international e-commerce conference with the approach of artificial intelligence, Internet of Things, business and metaverse,Shiraz
ارائهشده در
مجموعه مقالات چهاردهمین کنفرانس بین المللی تجارت الکترونیک ECDC۲۰۲۵ با رویکرد هوش مصنوعی، اینترنت اشیاء، کسب و کار و متاورس25 بهمن 1403 · شیراز