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International Journal for Research Trends and Innovation
International Peer Reviewed & Refereed Journals, Open Access Journal
ISSN Approved Journal No: 2456-3315 | Impact factor: 8.14 | ESTD Year: 2016
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Issue: July 2026
Volume 11 | Issue 7
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Impact Factor : 8.14
Issue per Year : 12
Volume Published : 11
Issue Published : 122
Article Submitted : 25330
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| Paper Title: | Omnichannel Service Experience: A Study of Customer Expectations in the Digital Era |
| Authors Name: | Dr Saumya Bansal |
| Download E-Certificate: | Download |
| Author Reg. ID: |
IJRTI_213699
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| Published Paper Id: | IJRTI2606121 |
| Published In: | Volume 11 Issue 6, June-2026 |
| DOI: | |
| Abstract: | The rapid advancement of digital technologies has transformed the service marketing landscape by changing how customers interact with organizations. Customers increasingly engage with brands through multiple touchpoints including websites, mobile applications, social media platforms, physical stores, and customer support systems. This research examines the role of omnichannel service experience dimensions including channel integration, personalization, convenience, technology adoption, and service quality in shaping customer satisfaction and loyalty. The study is grounded in Customer Experience Theory and Service-Dominant Logic. The study contributes to service marketing literature by explaining how organizations can create seamless customer journeys and strengthen long-term customer relationships in the digital era. |
| Keywords: | Omnichannel Marketing; Service Experience; Customer Experience; Customer Satisfaction; Customer Loyalty; Digital Transformation; Service Quality; Personalization; Channel Integration; Service Marketing |
| Cite Article: | "Omnichannel Service Experience: A Study of Customer Expectations in the Digital Era", International Journal for Research Trends and Innovation (www.ijrti.org), ISSN:2456-3315, Vol.11, Issue 6, page no.b133-b135, June-2026, Available :http://www.ijrti.org/papers/IJRTI2606121.pdf |
| Downloads: | 00073 |
| ISSN: |
2456-3315 | IMPACT FACTOR: 8.14 Calculated By Google Scholar| ESTD YEAR: 2016 An International Scholarly Open Access Journal, Peer-Reviewed, Refereed Journal Impact Factor 8.14 Calculate by Google Scholar and Semantic Scholar | AI-Powered Research Tool, Multidisciplinary, Monthly, Multilanguage Journal Indexing in All Major Database & Metadata, Citation Generator |
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Published Paper ID: IJRTI2606121
Registration ID:213699
Published In: Volume 11 Issue 6, June-2026
DOI (Digital Object Identifier):
Page No: b133-b135 Country: Delhi, New Delhi, India Research Area: Management Publisher : IJ Publication Published Paper URL : https://www.ijrti.org/viewpaperforall?paper=IJRTI2606121 Published Paper PDF: https://www.ijrti.org/papers/IJRTI2606121 |
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ISSN: 2456-3315
Impact Factor: 8.14 and ISSN APPROVED,
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