Impacts of Customer Experience in E-Business Supply Chains
Year: 2025
Type: article
Abstract: E-business has transitioned from a buzzword to a cornerstone of the modern global economy, driven by digital platforms that streamline information sharing and reduce operational costs. This study presents an empirical examination of how customer experience influences economic performance across e-business supply chains. Drawing on primary data from leading online retailers and logistics providers, we evaluate key metrics—order fulfilment speed, service reliability, and return rates—and their effects on cost structures, revenue growth, and customer lifetime value. Our findings reveal that investments in responsiveness and real-time transparency yield significant gains in customer satisfaction and profitability, even as they challenge traditional cost-efficiency paradigms. We also identify best practices for aligning supply-chain design with evolving consumer expectations, demonstrating how a balanced emphasis on economy and experience can drive sustainable competitive advantage in digital markets.
DOI: 10.62693/b89v6f70
Authors: M. Ramasubramaniam, N. Chandrasekaran
Language: English
Subfield: Business and International Management
Domain: Social Sciences
Open Access status: hybrid
OpenAlex ID: W4409772505