Business

The impact of automation and optimization on customer experience: a consumer perspective

S. G. Gavrila, C. B. González-tejero, et al.

This research by Sorin Gavrila Gavrila, Cristina Blanco González-Tejero, José Andrés Gómez Gandía, and Antonio de Lucas Ancillo reveals how Robotic Process Automation (RPA) can enhance purchasing processes and significantly boost consumer satisfaction, based on a survey of 215 consumers in Madrid.

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Playback language: English

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Abstract

This research analyzes the impact of automation technologies, specifically Robotic Process Automation (RPA), on purchasing processes and consumer satisfaction. A survey of 215 consumers in Madrid using a Likert 5-point scale found that RPA-based automation and process optimization can significantly improve consumer satisfaction. The study contributes to the field of Information and Communication Technologies by providing insights for proactive technological implementation plans that prioritize end-user satisfaction.

Publisher

Humanities and Social Sciences Communications

Published On

Nov 27, 2023

Authors

Sorin Gavrila Gavrila, Cristina Blanco González-Tejero, José Andrés Gómez Gandía, Antonio de Lucas Ancillo

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