Paper Type

Short

Paper Number

1796

Description

This study explores the dynamics of digital consumer experience journeys by examining the effects of digital transformation on customer satisfaction and loyalty. As digital technology advances, companies have significantly enhanced consumer engagement through novel digital platforms, substantially influencing purchasing behaviors. This research expands the DeLone and McLean IS success by integrating a new dimension of personalization, alongside the existing factors of information and system quality, throughout the three stages of consumer experience journey: pre-, at-, and post-purchase. Our empirical analysis aims to validate the proposed theoretical framework and highlight the pivotal role of personalization in enhancing consumer experiences. The expected contributions include a pioneering empirical investigation of digital consumer experience journeys, emphasizing the significant influence of information quality and personalization on customer satisfaction and loyalty. The findings are expected to offer nuanced insights into adapting digital platforms for fostering consumer engagement, especially in industry sectors experiencing rapid digital transformation.

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Jul 2nd, 12:00 AM

Dynamics of Digital Customer Experience Journey

This study explores the dynamics of digital consumer experience journeys by examining the effects of digital transformation on customer satisfaction and loyalty. As digital technology advances, companies have significantly enhanced consumer engagement through novel digital platforms, substantially influencing purchasing behaviors. This research expands the DeLone and McLean IS success by integrating a new dimension of personalization, alongside the existing factors of information and system quality, throughout the three stages of consumer experience journey: pre-, at-, and post-purchase. Our empirical analysis aims to validate the proposed theoretical framework and highlight the pivotal role of personalization in enhancing consumer experiences. The expected contributions include a pioneering empirical investigation of digital consumer experience journeys, emphasizing the significant influence of information quality and personalization on customer satisfaction and loyalty. The findings are expected to offer nuanced insights into adapting digital platforms for fostering consumer engagement, especially in industry sectors experiencing rapid digital transformation.

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