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Increasing customer satisfaction through Omnichannel retailing

Customer satisfaction is one of the success factors for many retailers. With the widespread use of smartphones worldwide, retailers have adopted many new innovative and disruptive retail business models. Digitalization brings retail business into a new era and has profoundly and positively affected...

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Main Authors:	Ng, Sean Jui Hee, Mohd. Rizal, Adriana, Khalid, Haliyana, Ho, Theresa C. F., Sahimi, Musli
Format:	Article
Language:	English
Published:	HRMARS 2021
Subjects:	H Social Sciences (General) HD Industries. Land use. Labor
Online Access:	http://eprints.utm.my/id/eprint/96834/1/AdrianaMohdRizal2021_IncreasingCustomerSatisfactionthroughOmnichannel.pdf http://eprints.utm.my/id/eprint/96834/ http://dx.doi.org/10.6007/IJARBSS/v11-i11/11267
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id	my.utm.96834
record_format	eprints
spelling	my.utm.968342022-08-23T06:49:11Z http://eprints.utm.my/id/eprint/96834/ Increasing customer satisfaction through Omnichannel retailing Ng, Sean Jui Hee Mohd. Rizal, Adriana Khalid, Haliyana Ho, Theresa C. F. Sahimi, Musli H Social Sciences (General) HD Industries. Land use. Labor Customer satisfaction is one of the success factors for many retailers. With the widespread use of smartphones worldwide, retailers have adopted many new innovative and disruptive retail business models. Digitalization brings retail business into a new era and has profoundly and positively affected the business' strategy. Retailers strive to provide customers with an easy, smooth, happy, joyful, and relaxed shopping experience. One of the disruptive digital innovations in retailing is Omnichannel Retailing. The ideas are to rejuvenate, revitalize, and increase customer satisfaction during their shopping journey either at the store (offline) or through online shopping platforms. The customer shopping experience is enhanced by providing channels and touchpoints that are emerged during their shopping journey. The objective of this study is to review the customer relationship literature within the context of the omnichannel retailing perspective. This study proposes a conceptual model to understand the factors that increase customer satisfaction through omnichannel retailing. HRMARS 2021 Article PeerReviewed application/pdf en http://eprints.utm.my/id/eprint/96834/1/AdrianaMohdRizal2021_IncreasingCustomerSatisfactionthroughOmnichannel.pdf Ng, Sean Jui Hee and Mohd. Rizal, Adriana and Khalid, Haliyana and Ho, Theresa C. F. and Sahimi, Musli (2021) Increasing customer satisfaction through Omnichannel retailing. International Journal of Academic Research in Business and Social Sciences, 11 (11). pp. 696-707. ISSN 2222-6990 http://dx.doi.org/10.6007/IJARBSS/v11-i11/11267 DOI:10.6007/IJARBSS/v11-i11/11267
institution	Universiti Teknologi Malaysia
building	UTM Library
collection	Institutional Repository
continent	Asia
country	Malaysia
content_provider	Universiti Teknologi Malaysia
content_source	UTM Institutional Repository
url_provider	http://eprints.utm.my/
language	English
topic	H Social Sciences (General) HD Industries. Land use. Labor
spellingShingle	H Social Sciences (General) HD Industries. Land use. Labor Ng, Sean Jui Hee Mohd. Rizal, Adriana Khalid, Haliyana Ho, Theresa C. F. Sahimi, Musli Increasing customer satisfaction through Omnichannel retailing
description	Customer satisfaction is one of the success factors for many retailers. With the widespread use of smartphones worldwide, retailers have adopted many new innovative and disruptive retail business models. Digitalization brings retail business into a new era and has profoundly and positively affected the business' strategy. Retailers strive to provide customers with an easy, smooth, happy, joyful, and relaxed shopping experience. One of the disruptive digital innovations in retailing is Omnichannel Retailing. The ideas are to rejuvenate, revitalize, and increase customer satisfaction during their shopping journey either at the store (offline) or through online shopping platforms. The customer shopping experience is enhanced by providing channels and touchpoints that are emerged during their shopping journey. The objective of this study is to review the customer relationship literature within the context of the omnichannel retailing perspective. This study proposes a conceptual model to understand the factors that increase customer satisfaction through omnichannel retailing.
format	Article
author	Ng, Sean Jui Hee Mohd. Rizal, Adriana Khalid, Haliyana Ho, Theresa C. F. Sahimi, Musli
author_facet	Ng, Sean Jui Hee Mohd. Rizal, Adriana Khalid, Haliyana Ho, Theresa C. F. Sahimi, Musli
author_sort	Ng, Sean Jui Hee
title	Increasing customer satisfaction through Omnichannel retailing
title_short	Increasing customer satisfaction through Omnichannel retailing
title_full	Increasing customer satisfaction through Omnichannel retailing
title_fullStr	Increasing customer satisfaction through Omnichannel retailing
title_full_unstemmed	Increasing customer satisfaction through Omnichannel retailing
title_sort	increasing customer satisfaction through omnichannel retailing
publisher	HRMARS
publishDate	2021
url	http://eprints.utm.my/id/eprint/96834/1/AdrianaMohdRizal2021_IncreasingCustomerSatisfactionthroughOmnichannel.pdf http://eprints.utm.my/id/eprint/96834/ http://dx.doi.org/10.6007/IJARBSS/v11-i11/11267
_version_	1743107034334625792
score	13.211869

Increasing customer satisfaction through Omnichannel retailing

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