Impact of the Integration of Digital Channels on Customer Service in Apparel Stores

Ana Álvarez-Sánchez (), Alexis Suárez del Villar-Labastida () and Daniela Alejandra Hidalgo-Potosí ()
Additional contact information
Ana Álvarez-Sánchez: Universidad Tecnológica Indoamérica, SISAu Research Group, Facultad de Ingenierías
Alexis Suárez del Villar-Labastida: Universidad Tecnológica Indoamérica, SISAu Research Group, Facultad de Ingenierías
Daniela Alejandra Hidalgo-Potosí: Universidad Tecnológica Indoamérica, Facultad de Ingenierías

Chapter 18 in Management, Tourism, and Smart Technologies, Vol 2, 2026, pp 225-233 from Springer

Abstract: Abstract This study aims to evaluate the impact of integrating digital channels and social networks on customer service in the clothing retail sector. A descriptive and correlational design was used with a random sample of 300 consumers who had interacted with the stores through digital channels in the last six months. Data was collected using a structured questionnaire that assessed customer profile, interaction on digital channels, and customer satisfaction. Descriptive and correlational analyses were performed using statistical software, with the primary evaluation criterion being customer satisfaction, measured using a 5-point Likert scale. The results show that the integration of digital channels increases the satisfaction of very satisfied customers by 26.7%, and 40% of the surveyed consumers expressed a greater willingness to repeat purchases. The correlational analysis revealed a moderate positive relationship (r = 0.56, p

Keywords: Digital channels; Loyalty; Satisfaction (search for similar items in EconPapers)
Date: 2026
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:prbchp:978-3-032-24600-4_18

Ordering information: This item can be ordered from
http://www.springer.com/9783032246004

DOI: 10.1007/978-3-032-24600-4_18

Access Statistics for this chapter

More chapters in Springer Proceedings in Business and Economics from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().