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
Tags
Robotic Process Automation
consumer satisfaction
automation technologies
purchasing processes
survey
Information and Communication Technologies
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