Impact of Industrial Technology 4.0 In Improving Service Quality and Customer Experience on E-Commerce Platforms: Literature Review

Abstract

With the rise of Industry 4.0 technology, e-commerce platforms have the opportunity to enhance their operations and improve customer experience. Industry 4.0 technology, which includes the Internet of Things (IoT), artificial intelligence (AI), and blockchain, has the possibility to revolutionize e-commerce by enabling personalized, secure, and convenient shopping experiences. The aim of this research is to evaluate the affect of Industry 4.0 technology in improving service quality and customer experience on e-commerce platforms. This article is focused on impact industrial technology 4.0 on e-commerce for data collection. Finding relevant and reputable papers is the first step in creating this article. Then, the search results are sorted by title and abstract. If it is suitable, it is necessary to conduct a literature review and then make a comparison. It was found that industrial technology 4.0 has a significant affect on improving service quality and customer experience on e-commerce platforms. Moreover, the use of industrial technology 4.0 has also improved the personalization of services on e-commerce platforms. With the rapid advancements in technology, e-commerce companies have been able to leverage various tools and solutions to improve their customer service and operational efficiency. By adopting these technologies, e-commerce companies have been able to offer a seamless and personalized shopping experience to their customers, which has, in turn, resulted in higher customer satisfaction rates and increased sales.

The Influence of Digital Technology Adoption by Small and Medium Enterprises and Online Consumer Behavior on the Success of E-commerce Platforms in Bandung City

“…Customizing e-commerce strategies to align with cultural preferences and consumption patterns in a particular region is crucial for success. Research suggests that improving the efficiency of content marketing, enhancing service quality and customer experience through Industry 4.0 technology, and implementing automatic recommendation systems can contribute to the success of e-commerce platforms operated by SMEs [8], [19]- [22].…”

“…Understanding the dynamics between digital technology adoption, online consumer behavior, and the success of E-commerce platforms is particularly important in Bandung City, known for its diverse and growing SME sector. This understanding is essential for designing strategies that drive sustainable growth [8]. The rise of Industry 4.0 technology, including the Internet of Things (IoT), artificial intelligence (AI), and blockchain, has the potential to revolutionize E-commerce platforms by offering personalized, secure, and convenient shopping experiences [9].…”