The impact of COVID-19 on digital customer experience in fashion and apparel industries
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| Format: | Thesis |
| Kulcsszavak: | COVID-19 pandemic Customer interaction customer satisfaction Digital customer experience digitalization online shopping |
| Online Access: | http://dolgozattar.uni-bge.hu/36697 |
| Abstract: | Digitalization affects the way whereby companies interact with customers and serve them. It impacts customer satisfaction, which is seen after the purchase. The use of digital technologies helps companies to upgrade the customer experience and personalize those experiences. Therefore companies can offer even better products and gather more loyal customers.This study focuses on the impact of COVID-19 on digital customer experience. The first part of the research explains the choice of the topic. The literature review is presented, which covers the understanding of terms such as customer experience, customer interaction, and digitalization. The next part contains a description of research methodology - research design and data collection via questionnaires conducted in Hungary and Kazakhstan. Further collected data is analyzed. The influence of the COVID-19 pandemic on the digital customer experience in the fashion and apparel industry is found. Moreover, sub-questions were answered, and the conclusion is given. |
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