A Bibliometric Analysis of Omnichannel and Customer Satisfaction

被引：0

作者：

Ismail, Siti Farahhani ^{[1
]}

Zahari, Abdul Rahman ^{[1
]}

Esa, Elinda ^{[1
]}

Asshidin, Nor Hazlin Nor ^{[1
]}

Surbaini, Khairul Nizam ^{[1
]}

Abdullah, Azmer Ezwan ^{[1
]}

机构：

[1] Univ Tenaga Nas, Coll Business Management & Accounting, Sultan Haji Ahmad Shah Campus, Bandar Muadzam Shah 26700, Pahang, Malaysia

来源：

ENVIRONMENT-BEHAVIOUR PROCEEDINGS JOURNAL | 2023年 / 8卷

关键词：

Omnichannel; customer satisfaction; bibliometric analysis; INTEGRATION QUALITY; CHANNEL; EXPERIENCE; ONLINE;

D O I：

10.21834/e-bpj.v8iSI15.5077

中图分类号：

X [环境科学、安全科学];

学科分类号：

08 ; 0830 ;

摘要：

Many firms have adopted Omnichannel to increase engagement between companies and their customers. As a result, it facilitates the firms to create better customer experience and satisfaction, which also affects a company's earnings. The main aim of this study is to guide the researchers in developing a conceptual framework for omnichannel and customer satisfaction. Thus, this study has employed a bibliometric analysis using articles extracted from the Scopus database between the years 2015 to 2023 to determine the term co-occurrence in research titles and abstracts and the top ten highly cited journals on omnichannel and customer satisfaction.

引用

页码：73 / 79

页数：7

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