The Impact of Digital Supply Chain Integration on Customer Experience in the E-Commerce Sector

Abstract

This study looks at how customer experience (CX) is affected by digital supply chain integration (DSCI) in the ever-changing world of e-commerce. The study examines how end-to-end visibility, inventory integration, process automation, and last-mile technologies impact customer views of speed, transparency, convenience, satisfaction, and loyalty as they relate to these digital capabilities. Reliability tests, correlation, and regression approaches were used to examine data gathered from a survey of thirty e-commerce customers. The results show that while inventory integration and process automation play more supportive roles in improving customer experience, last-mile technologies and end-to-end visibility have the greatest impact. These findings imply that digital supply chain projects go beyond operational enhancements to produce marketing value by enhancing customer involvement and confidence. The report adds to the expanding corpus of research on digital transformation in developing e-commerce marketplaces and offers managers useful advice on how to match supply chain tactics with customer-focused results.